Building a successful knowledge management solution doesn’t stop at implementation. Once a KM system is up and running, it’s important to track how articles are being used and how well the system is performing overall.
With 25-45% of today’s workforce using and sharing knowledge and information, it’s more important than ever to provide knowledge base articles that are relevant, useful and easy to find. Building a strong knowledge base that delivers long-term benefits requires constant tracking and maintenance to keep it relevant. Making small course changes along the way based on user feedback, performance metrics and content reviews are the keys to maintaining a successful KM solution.
Check Your Metrics
To get the most detailed view of how your KM solution is performing, you have to look at the metrics, including which pages are getting the most traffic and how they are rated by users. Identifying the articles that get the most views and user votes and those that have a high bounce rate and low user ratings is a critical part of any KM health check. Looking at how these articles are tracking compared to others helps with identifying content gaps or outdated content that no longer applies. Once you have identified areas that should be removed and those that need to be updated, you can work on improving articles and seeing how those updates perform with future metrics.
Provide High Quality Content
A key element to any KM system is quality content. When evaluating your KM solution, look at the articles that are presented to customer service reps and customers. Pages that don’t perform well often lack the basic information that someone is looking for or are too full of grammatical errors to be helpful. Make sure you haven’t placed all of your focus on the technology by neglecting article quality. Putting your best content efforts forward in articles that generate the most interest and improving those that aren’t performing as well will help drive traffic to your most important articles.
Maximize Search Efforts
Do you know how users find the articles they need? If you haven’t implemented an SEO strategy, or if it’s been awhile since you did keyword research for the business, then users may not be finding your information. Doing some basic keyword research and implementing the right keywords into your article update strategy is a great way to help users find the right information. Staying on top of your keyword strategy and making improvements along the way will help you get the best results.
Review, Improve, Repeat
Having a successful KM system involves much more than just investing in the latest technology and having a great launch. Making small, yet important changes along the way by identifying content gaps in your knowledge base, improving existing articles and maintaining a consistent SEO strategy will ensure that you get the most out of your investment.