How content owners declutter your knowledge base

Archiving content is a perpetual hot topic for knowledge managers, and for good reason. One of the easiest ways to make a difference in the usability of support content is to remove outdated, inaccurate content. Archivable content clutters your search engine result pages, misdirects your audience, and in general, provides a poor experience to all who encounter it.archive_funnel

This low- or no-value content is often ignored until a major initiative kicks off: A content migration, a knowledge base transformation, a re-templating exercise. When content audits are baked into your content team’s routines, archivable content is addressed on an ongoing basis. In this article, we’ll show you how content ownership can eliminate informational clutter in your knowledge base.

Cultivate ownership

In the most efficient knowledge environments, every knowledge object belongs to an owner who is ultimately responsible for the health of their content. This content owner can be counted on to:

  • Know what content exists in their area of responsibility
  • Develop subject matter expertise on the content they own
  • Proactively identify gaps in existing content and opportunities to capture new knowledge
  • Manage performance of the support information within their area

The last bullet is key: One of the most important things a content owner is responsible for is contributing to the overall health of their piece of the knowledge base.

With ownership comes great responsibility

A content owner should have a variety of data points available to them in order to maximize the effectiveness of the knowledge base. He or she can review usage statistics to identify the difference between high-value and low-value content in their area.

While maintaining high-usage, high-value content is an obvious priority, content owners should also determine if low-usage content has the potential to become valuable with additional edits.

In the best case scenario, a content owner would review these metrics monthly. At the very least, we recommend reviewing content usage statistics at least quarterly. Expect the first audit of this content to auditing this content to be more time consuming, but as a content owner becomes more familiar with what content lives within their focus, the process becomes quicker.