In our recent webinar, The 5 Biggest KM Challenges You’ll Face, our presenters, Melissa Burch, Knowledge Strategist of Irrevo and Brian Bombard, Senior Director of Proactive Support Delivery for Oracle Applications, agreed that measuring success and content health are both critical to the success of a knowledge management strategy. During our Audience Q&A, they elaborated further:
Q: How do you measure content health?
We have an initiative around where we’re trying to target the top 50 documents. Believe it or not, the top 50 articles represented about 8% of the total use by customers and engineers, so it was an area we could start to dig in to. The way that we started to try to ensure that it’s healthy. We went back and started being creative in a KM session.
We were able to get the SR’s where that document is view. What we would do is we would start to look and see if there was anything that that piece of content needs. Often times it might be missing a symptom or maybe the title isn’t a representative as it could be. So we would start to do some findability aspects and then we would look at any time an engineer told us that a particular article or document solved the SR, we would go back to the SR and look at why the customer wouldn’t be able to find the end document.
There’s a lot of work that we’re doing around the top docs but then also from a content health perspective we look at the whole process. Are we hitting our targets for creating content? Are we getting content to customers? Are we processing your comments and feedback to make sure we’re addressing them within the first seven days? We also pay a lot of attention to currency. We want to make sure that the content were giving is a fresh as possible to our user base. When you look at all of these, you can assess your content health. You get a sense of what the state of the program is when you look at it from that perspective.
Q: How do you measure knowledge satisfaction?
Brian Bombard, Oracle:
We use surveys. One type that we use is called a transactional survey. After a customer’s service request is closed, they receive a survey that asks questions about KB effectiveness and also the findability of the content. We’ve also done quarterly surveys to help us track satisfaction. Our knowledge base also has the ability for customers to provide us with a thumbs up/thumbs down response to the content. I’ll be honest, we get probably .01% of that type of feedback, so generally we rely on the other two methods.
Melissa Burch, Irrevo:
Adding to what Brian said, in order to measure satisfaction with the content, more than likely you will have to use a multi-pronged approach. Only using the thumbs up/thumbs down probably won’t give you enough data points to be effective, but you certainly wouldn’t want to eliminate that as an option. You’ll need to identify some other avenues for gathering the data points you’ll need to have a robust data set in order to be effective.
If you missed the live broadcast of The 5 Biggest KM Challenges You’ll Face, you can watch our presentation on-demand.