Transform Your Legacy Knowledge With HR Knowledge Management - ServiceNow
Transform your legacyknowledge with HRKnowledge ManagementHR can be the champion of organizational knowledgeWhat’s in this Success PlaybookBy implementing knowledge management with ServiceNow HR Service Delivery (HRSD), youcan improve the quality of service you deliver to your employees. You can allow employees tomanage their basic information needs, increase their satisfaction, and reduce the cost ofmaintaining and managing HR services. However, some companies may be unprepared todeploy knowledge management because HR policies and articles are either scattered or storedin areas not accessible to staff.This Success Playbook will help you transform your knowledge articles into HR knowledgemanagement by teaching you to: Consolidate HR policies and articles from multiple repositories for easier access Standardize knowledge articles using a template for easier production and consumption Import articles into the ServiceNow HR knowledge management solution for easieradministrationKey takeawaysThe most important things to know Focus on implementing a standard process for knowledge management, with clearlydefined roles and responsibilities. In many organizations, knowledge is scattered and hard tofind – but that’s usually because the approach to knowledge management is informal andunorganized.1 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Get executive sponsorship in place to ensure knowledge management is sufficientlyprioritized and promote organizational change management to help employees takeadvantage of improved knowledge resources.The payoff of getting this rightBy promoting self-service, effective HR knowledge management should reduce HR casevolumes and speed up resolution—that means big cost savings.What you need to get startedPrerequisitesYou need a general understanding of HR knowledge management as well as a process formanaging your existing knowledge articles.When you should start this activityYou can transform HR knowledge management at any time but make sure that you have solidexecutive sponsorship and supporting change management resources before you start.Playbook overviewFollow these stages to navigate the transformation process and get the most out of ServiceNowHRSD:Step 1 – Organize your approachStep 2 – Templatize your KnowledgeStep 3 – Build new content, consolidate, and review your entire inventoryStep 4 – Configure your HR knowledge baseStep 5 – Perform a final review and publish2 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Step 1 – Organize your approachDiscover how to address the challenge of legacy knowledge.KEY INSIGHTS Create a team to decide what to include in your knowledge base, then build and maintainit. Provide employees with centralized knowledge access for a more consumerlike experience. Launch knowledge management with change management.If your company is like most, chances are your knowledge is scattered and hard to find. The firststep in helping employees get the knowledge they need is to organize your approach toknowledge management: Define your team and the roles you will include Define your knowledge base (KB) categories Develop your inventory of knowledgeEXPERT TIPBefore you build your knowledge management team, get executive sponsorship for theproject and promote change management early. Also, make sure to review the KnowledgeManagement Workshop resources in Now Create so you don’t have to start from scratch.ACTION STEP 1:Define your key stakeholders and build your teamWhen you build out knowledge management for your company, you need to get a variety ofroles involved and determine their responsibilities. Find out who the knowledge experts are inyour company.Look for your knowledge management team members in the roles described in Table 1. Youmay not be able to put all of the roles we suggest in place—that’s OK. It's common for teammembers to wear multiple hats and still be very effective.3 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
ROLEROLE DESCRIPTIONProgram managerIf possible, assign a program manager to build a project plan, assign a projectname, and manage the knowledge management transformation project. Theproject manager will ensure your project stays on track and meets all criteria foran effective deployment.Knowledge managerThe knowledge manager is responsible for owning the knowledge base itself, thesystem, configuration, and ongoing maintenance. In addition, throughdashboard reporting, the knowledge owner will monitor and identify top issuesand/or concerns within the organization. This manager also:Out-of-the-box (OOTB) role:knowledge managerMay be supported byknowledge admin roles Requires significant involvement from the SMEs and project teamMay require an initial investment to get up to speed on the company,project objectives, and knowledgeWill likely speed up the processWill cross-train content owner(s)May come at a higher costThis person typically has the skills of a project manager and previous experiencewith managing a knowledge base. Experience with migration processes wouldbe a plus.Content owner(s) or SME(s)Out-of-the-box (OOTB)roles:knowledge domain expert,knowledge coachAssigned content owner(s), aka SME(s), do not have to be dedicatedresources—they may wear many hats. They will ensure the content is createdand maintained with consistent best practices and that it follows qualitystandards. Content owners may be support desk staff that you move into this roleor functional area experts in benefits, employee relations, payroll, etc. They are: Content writer (optional)Out-of-the-box (OOTB)roles:kcs contributor,kcs publisher,knowledge group memberEnd usersKey stakeholders who will review and build new knowledge content as youprepare for deployment and ongoing maintenance of the knowledge baseThe reviewers and approvers of knowledge articles prior to publishing forconsumptionoFunctional area experts (like those in benefits, employee relations,payroll, etc.) are ideal for this role.Aware of where the HR knowledge gaps are in your organizationTypically in a relevant center of excellence (CoE)Content writers are sometimes technical writers who prepare articles and othersupporting documents to communicate complex and technical informationmore easily. They should be part of the review, editorial, and final reviewprocesses. Content writers will also review grammar, format, messaging, etc.(Note: Content writers could be the same as the content owners/SMEs in certainsituations.)Don’t lose sight of your consumers of knowledge, which include your employees,supervisors, contingent workers, and your HR agents.Table 1: Suggested roles for your knowledge management team4 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
EXPERT TIP project teamMake sure some of the members of your knowledge management team are dedicatedresources to ensure quality and success. These team members should be well-versed inKnowledge-Centered Service (KCS) best practices.ROLERESPONSIBILITIESKnowledge author Draft Edit Review submissions Review articles Retire/cancel Final review Publish Retire/cancel Recover from retired/cancel Delete articles Train, troubleshoot, and support Detect and track defects andrequirements Develop Consume knowledge Submit knowledge from cases Provide feedback on knowledge Consume knowledge Provide feedback on knowledgeKnowledge reviewerKnowledge managerKnowledge adminService desk agentsEmployee communityTable 2: Example of a ServiceNow customer’s definition of knowledge team roles and responsibilities5 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Customer example of a core knowledge management project team Executive sponsorsService delivery managerProject managersDesignerDevelopers Enterprise knowledge teamService desk agentsService partnersEnd usersTable 2 and the customer's list of team members above show how the roles and responsibilitiescan vary based on how you structure the knowledge team. Some of these roles aren’tnecessarily full time, but they could be. What’s important to your short- and long-term KB successand quality is that you create a team with a strategic focus on knowledge management.Should we hire a partner to help launch our knowledge managementproject?Outside expertise can help cross-train your knowledge owners and will likelyspeed up the process of getting knowledge management live. But don’tmake the mistake of thinking that this will substitute for the involvementrequired from your team and subject matter experts. Nobody knows youremployees and your knowledge like you do, so you’ll need to invest time inbringing any outside experts up to speed on your company, projectobjectives, and knowledge.ACTION STEP 2:Create categories for your contentThe knowledge you will create and capture in later stages of this project requires some priororganization. Later, when you deploy the ServiceNow Employee Service Center, you’ll usecategories to organize your knowledge topics.Given this, before you capture existing or build new knowledge, you need to build a frameworkfor categorization. Then, as you capture the content in the later steps, the framework will helpyou filter the content to the appropriate category. By doing this, you make the inventory andreview process go much quicker and lay the groundwork for an effective search experience foryour employees.Your framework should be hierarchical, including parent (top-level) categories and childcategories that provide more specificity. The parent of a child category can be a top-levelcategory or another child category. When you make a category the child of another child6 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
category, you can create a category structure with any number of levels. The right number ofcategories depends on the scope of services you provide to users as well as the total number ofknowledge articles.You can create and edit categories separately for each knowledge base.By defining categories up front, you’ll be prepared to store inventory in each category—andyou’ll make it easier for your team to review, consolidate, and prepare the data. But also makesure you look at your category structure as if you were an employee: You would likely beoverwhelmed if you saw 40 top-level categories, for example, so be aware of how your users willexperience and navigate your structure. That includes keeping your category names in userlanguage! Make them representative of what your users expect, not your internal operatingstructure.CategoriesSelect the level 1 category, if no level 2 category fits, then leave it as the level 1 category. Ifthere is a level 2 category that matched the content, select that category. If you need to add acategory, please reach out to the knowledge manager.7 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
LEVEL 1 CATEGORYLEVEL 2 CATEGORYBenefits Employee benefits (perks) Education assistance Health and wellness Life insurance Retirement Time away Compensation or promotion Salary assessment Global incentive plans Facilities Finance IT Procurement Security Safety Immigration Transfers Goals Conversations and feedback Performance managementprocess Report a concern Intern program support Opportunities Requisitions Hiring process Contingent workersCompensationGeneralGlobal mobilityGoals and performanceHiringTable 3: Customer example of categories for part of a style guide8 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Figure 1: ServiceNow HR knowledge categories exampleEXPERT TIPSTo help you define who owns the content, align your categories with Centers of Excellence(CoEs) since your content owners are also probably within a CoE in your HR department.Consider limiting how many categories you use to help optimize search. Depending on thecompany structure and global requirements, some customers use only five to 10.Related resources ServiceNow product documentation on defining a knowledge article categoryACTION STEP 3:Take inventoryAs you take inventory of the knowledge you already have for your knowledge base, look forthese types of HR content: Policies Standard operating procedures (SOPs)9 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
FAQs User guides Job aids Articles Release notes Procedures Quick reference guidesYour knowledge management team should look for the answers to several questions. Thesequestions will lead the team in the right direction so you can glean all that’s currently available.10 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
QUESTIONS YOU’RETRYING TO ADDRESSHOW TO ADDRESS THEMWhere are existingknowledge articlesand policies stored?They may be: On a company intranet On a homegrown site On a SharePoint site with access through a link farm Stored on a shared drive Scattered on multiple people’s computers and distributed as needed byemail or printed in an employee handbook Stored on a variety of different systems, because many companies goingthrought this transformation don’t have a central repository Policies or SOPs used by internal HR agentsOnce you identify the location of the artifacts, you need to obtain thematerials. Here’s how: Identify the key stakeholders that own the knowledge. These owners will bein: benefits, recruiting, compensation, payroll, IT, facilities, security, andother areas of the company. They’re often a combination of departmentleaders and SMEs. Prepare a communication to announce the deployment of a knowledgemanagement solution. Within it, request access to people and infomrationand communicate how the transformation will provide long-term benefitsto your key stakeholders. Ideally, this communication should come from anexecutive sponsor to highlight the importance of the initiative. Work with the stakeholders to gain access and keep them informed of theproject’s status and plan. If you have an employee handbook, it’s a great starting point forknowledge articles and policies. Store the document in your repository tobe included in the process. Consider breaking up the content to make iteasier for consumption.As you complete the steps above, store all identified knowledge artifacts in acentral location so you can begin the transformation process. This could be ashared drive on your network, or you might use online tools such asSharePoint, OneDrive, Box, or Dropbox. Keep in mind: The categories should align with the structure of the data in its current stateto ensure an easier and more efficient review process. As you gather and store the existing knowledge articles, categorize themand store them appropriately to expedite reviewing and publishing.After you finish your inventory and the articles have been reviewed, check for: Gaps in a particular category Missing regional content Incomplete content or content that lacks detail Areas where the content is missing completelyWho are the ownerswho maintain thesedocuments?What should we dowith the knowledgeartifacts once welocate them?Are there gaps inareas ofknowledge? Do weneed to create newarticles?Table 4: Questions to help you take inventory11 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Customer example of pre-deployment knowledge management findings Duplicative storage locations for HR knowledge – Value of knowledgewas already inherent Inconsistent formats and templates across countries and languages –Pulled the best from these templates to make a new one Almost zero knowledge articles – Starting fresh meant we got to buildfrom the ground up—and no clean up! One knowledge manager supporting 200 – Had to decentralize andsimplifyEXPERT TIPTo reduce risk and to protect your HR service delivery operations, use quality articles andSOPs. Document the processes agents follow on high-impact and risk cases.12 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Step 2 – Templatize your knowledgeLearn to build a knowledge template and content standards that fit our company’sneeds.KEY INSIGHTS Create a solid article structure to make your KB easy to use and understand. Use a template for all KB articles for better consistency. Digitize your knowledge assets and optimize them for online consumption.“Data is nothing without understanding.”– James Freeman-GrayWith an effective KB article template, can create a consistent structure for knowledge articles.You’ll engage your employees easily, answer their questions quickly so they can get back towork, and make it easier for them to be employees at your company.Using the knowledge article templates feature, as a knowledge administrator (a user withknowledge admin role), you can create article templates, add or customize fields in atemplate, and activate or deactivate a template. These predefined template names and fieldsare available out of the box for your use: FAQ– Question– Answer How to– Introduction– Instructions What is– Introduction– Explanation KCS article– Issue– Environment– Cause– Resolution13 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Standard– TextEstablish standards for authoring quality contentYou only have one opportunity to make a good first impression, so make sure you set standards.Here are several: Keep articles short and digestible. Answer only one question in each article. Use clear, action-based titles. Define terms and acronyms. Add search phrases to articles. Link articles to show relationships. Add context about why or when someone would use the steps in the article—and don’t beafraid to use examples. Establish the font and font size(s) to use. Provide a consistent format for KB authors to follow. Explain how authors should (or shouldn’t) use notes. For multistep processes, begin steps with action words and write them in the active voice. Keep language clear and concise and improve the user experience with user-centeredlanguage. Show don’t tell. Whenever possible, add screenshots, animated GIFs, or even videos to makeit easier for readers to follow along. If readers need to complete multiple steps—and those steps don’t have to be accomplishedin a certain order—start with the easiest step first. This allows readers to get at least oneaccomplishment under their belt before they move to the hard stuff. Use the tone and voice that fits your company culture. Be straightforward and avoid jargon whenever possible. When it’s not possible to avoidjargon, be sure you define it. Remember, your main goal is to communicate information. Avoid the curse of knowledge. Always remember that your readers don’t have the samedepth of knowledge as you do, so try to put yourself in a beginner’s shoes.EXPERT TIP14 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Develop a style guide with guidance on font, font size, colors, images, article naming, etc.Use the example in Figure 2 as a starting place for your company’s templates. When you createyour own templates, consider the needs of your company. During this process, partner with yourmarketing and internal communications team if possible.Figure 2: A knowledge base article templateACTION STEP 1:Choose a title your employees can findA clear, well-thought-out title is essential because it’s how employees will actually find theanswers to their questions. After all, if your employees can’t find the article, it doesn’t matter howgood it is! To make your titles easy to search, avoid jargon. Explain the problem in simple Englishusing the same terminology that you use in your interface.15 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Figure 3: Sample knowledge search from the ServiceNow Employee CenterACTION STEP 2:Start with the situationStart each article by succinctly discussing the actual problem the article solves. This lets readersknow they’re in the right place and sets expectations for what they’ll get from the article.Figure 4: Example of knowledge article introduction16 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
ACTION STEP 3:Include a table of contents for long articlesIf your article is especially long, it’s a good idea to include a table of contents so readers canmove to the exact section they need. Whenever possible, consider breaking up the article intoseparate, shorter articles. But if long content is unavoidable, definitely include a table ofcontents.EXPERT TIPSServiceNow allows HTML content in knowledge articles, which can create a modern lookand feel that will attract and engage your employees.Use HTML to link the table of contents to the applicable section in the article. You may haveto disable the HTML sanitizer for this to work.Figure 5: Example of an article’s table of contentsACTION STEP 4:Create step-by-step instructionsFor articles that include instructions with multiple steps, add a section to your template withguidelines on how to do this. Make only one point or provide one direction in each step. And doyour best to keep the instructions simple. You know the ins and outs of your HR processes, so it’seasy to forget that your readers lack the same level of expertise.17 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Customer example of step-by-step knowledge article instructions1. A manager who receives a report alleging harassment should take detailed notes ofthe complaint and should reassure the employee(s) concerned that the matter will betreated in confidence and will be investigated promptly.2. The manager should immediately advise the VP EMEA and the HR director of theallegation.3. The VP EMEA, together with the HR director and the manager who received theallegation, will agree on a plan that ensures that the matter is thoroughly investigatedand the facts established as soon as possible.4. Once the facts are established, the VP EMEA (or their nominee) will determine thesubsequent course of action to be followed. In a situation where the investigationestablishes that harassment has taken place, the matter will be dealt with inaccordance with local disciplinary procedures.5. The manager who received the original report of harassment is responsible forensuring that the employee who made the allegation is advised of the outcome oftheir complaint.Similarly, if you’re writing FAQs instead of instructions, keep each question and answer to asingle, specific topic.ACTION STEP 5:Break up content with headingsUse intelligent headings to break up your content into easily digestible chunks. If one articlerequires readers to complete two different sets of actions, it’s a good idea to put themunderneath separate headings.18 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Customer example of knowledge article sectionsGeneral information – Authorized business travel for staff that includes prepayments andmust be preapproved.Reimbursement of parking, mileage, gasoline in lieu of mileage and ferry or bus passes donot require requests if they are under 10. Requests for reimbursement of expenses over 10 are to be submitted on a Travel Reimbursement form.Permissible prepaid travel expenses – Before the travel, [Company Name] may issueprepayments for airfare, rail transportation, rental vehicles, conference registration fees,and cash advances. Applicable policies and methods of payments for theseprepayments follow.You can add links to your content but try to avoid creating an article with several outside links.You can also add attachments, but you may prefer to store attachments elsewhere.ACTION STEP 6:Use proper formatting for asides, notes, and a mobile-friendly displaySometimes you’ll need to add more information to your articles as an aside. When you do addextra information, make sure you format it so readers know it’s an aside. This helps readersquickly distinguish between instructions and additional information. Proper formatting of differenttypes of information goes a long way toward enhancing your readers’ comprehension.Keep in mind that employees will access knowledge articles on a mobile device, so use amobile-friendly format for your articles. Then test the view yourself on your phone or tablet!19 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/orregistered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of therespective companies with which they are associated.
Figure 6: Advanced design of a mobile-responsive KB articleThe ServiceNow Employee Service Center includes tools that will help you create mobile-friendlyarticles using a responsive design.ACTION STEP 7:Use a template to standardize your KB articles, then reviewFinally, you need to standardize your articles. By using the same templates over and over, youremployees will develop cognitive fluency, making it easier for them to navigate your KB.As soon as your templates are compl
deploy knowledge management because HR policies and articles are either scattered or stored in areas not accessible to staff. This Success Playbook will help you transform your knowledge articles into HR knowledge management by teaching you to: Consolidate HR policies and articles from multiple repositories for easier access
FT Fourier Transform DFT Discrete Fourier Transform FFT Fast Fourier Transform WT Wavelet Transform . CDDWT Complex Double Density Wavelet Transform PCWT Projection based Complex Wavelet Transform viii. . Appendix B 150 Appendix C 152 References 153 xiii.
2.16 Schematic of a legacy logo endorsement 2.17 Example of a legacy program logo endorsement 2.18 Example of a legacy agency logo endorsement 2.19 Legacy logo endorsement of a sub-program or initiative lock up 2.20 Schematic of a legacy logo endorsing a sub-program 2.21 Example of a legacy logo
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Laplace Transform in Engineering Analysis Laplace transforms is a mathematical operation that is used to “transform” a variable (such as x, or y, or z, or t)to a parameter (s)- transform ONE variable at time. Mathematically, it can be expressed as: L f t e st f t dt F s t 0 (5.1) In a layman’s term, Laplace transform is used
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Civil Liberties and the Legacy of Harry S. Truman The Truman Legacy Series, Volume 9 Based on the Ninth Truman Legacy Symposium The Civil Liberties Legacy of Harry S. Truman May 2011 . President Truman’s special message to Congress on Civil Rights, February 2, 1948 . . . 178
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Andreas Wagner1, Wolfgang Wiedemann1, Thomas Wunderlich1 1 Chair of Geodesy, Faculty of Civil, Geo and Environmental Engineering, Technical University of Munich, Munich, Germany, a.wagner@tum.de .
