In our recent webinar, Making Your Support Content Work Harder For You, experts Melissa Burch of Irrevo and David Kay of DB Kay & Associates covered a wealth of information on how to improve your knowledge base.
One of our audience members asked David Kay to speak in a little more depth about how utilizing best practices for search can enhance a knowledge program:
How does searching improve content quality? How can we incorporate this into our processes to maintain the health of my knowledge ecosystem?
Searching “early and often” is a cornerstone of the KCS practices for a number of reasons. First, by searching and understanding what we collectively know before solving a problem anew, we actually get the benefit of the knowledge in our KB. But searching has many more benefits:
- By searching throughout the resolution process, we make it far less likely that we’ll create duplicate content. For KBs, duplicates are death.
- If we don’t find content, our search terms capture important context from the requestor. These words should end up in the article that we ultimately create from the interaction
- If we struggled to find the article, then the search terms will be good to add to the article, to make it easier for the next person to find.
It’s sometimes difficult to get people who already know the answer to search and link. We need to reinforce the many benefits of searching and linking, even if we know the answer:
- Link data gives us ammunition to drive improvements in the products and services
- Link data targets value-added work in the Evolve loop
- Every use is a review; if we’re not using, we’re not reviewing and content will get stale
- Even if someone thinks they know the answer, that answer may have been updated or improved
- If everyone uses the KB, we’re more consistent
- It’s quicker and easier to search and link an article, and send it to the customer, than it is to write case notes or customer communications from scratch…even if we know the answer
You can watch the entire webinar on-demand to hear more great insights from David. Stay tuned to the Irrevo blog for more Q&A from this session.