Key Terminology

Organizational Concepts

Role: A position on the team. (e.g.- Leasing Manager, Property Manager, or Maintenance Coordinator)

Responsibility: A task or duty of a particular role of job description.

Policy: A general guideline or rule related to a certain issue. A policy sets some parameters for decision-making but leaves room for flexibility. It shows the “why” behind an action.. They include, but aren’t limited to, the following:

• What employees can expect from the organization (employee benefits, vacation policy)

• What the company expects from employees (code of conduct, confidentiality agreements)

• What customers and the community can expect from the organization (customer service policies)

Procedure: A procedure, on the other hand, explains the “how.” A procedure is a set of step-by-step instructions for specific routine tasks. It may even include a checklist or process steps to follow. But at the very least, procedures should outline the following information:

• Who is responsible for each task

• What steps need to be taken

• Who the responsible party reports to

Process: A process is a series of related tasks or methods that together turn inputs into outputs.

LMS365 – Learning Management System

Course: A course is a unit of learning on a particular topic. There are two types of courses: e-Learning and Instructor-led. Courses are made up of various Learning Items.

Types of Learning Items:

• Content package

• Quiz

• Learning module

• External app

• Assessment

Training Plan: With the LMS365 training plans functionality, you can combine courses into training plans and create unique training programs for learners. (read more...)

Course Catalog: The course catalog is a comprehensive collection of courses and training plans. As the main component of the LMS365 app, the course catalog is where your courses and training plans are created, featured, and managed.

Help Scout Docs — Knowledge Management

Docs Site: A Docs site is a public support website, or knowledge base. It integrates directly with Help Scout, so you can write and manage all of your support documentation in one place. There is no limit to the number of articles you can add to a single Docs site. The knowledge base is strictly self-help. Only Help Scout Users with access to our Help Scout account with the appropriate permissions can create and manage Docs content.

Collection: If your site is a bookcase, Collections would be the shelves, and Categories would be the books. Each collection should cover a completely different topic, product, or department. You'll see collections appear on the top navigation bar of your public Docs website. Everybody loves a neat, organized bookcase, so don't get too wild with multiple collections.

Category: Categories are books on your shelves. Each collection can have multiple categories. Articles are like the chapters within each book. Articles can belong to multiple categories, so your customers can find what they need in multiple locations.