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Knowledge Centered Service > Content Health > Flashcards

Content Health Flashcards

1
Q

How value is captured in the interaction process

A
  • capturing all the KCS article information during the interaction process
  • respecting the contributions of all the people who interact with the knowledge
  • structuring the articles so for reuse
  • structuring information for findability and readability
  • collective ownership
  • evolve-loop articles
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2
Q

common element/fields of an article

A
  • issue (symptom, problem/question)
    • issue described in customer’s words/phrases from their perspective and context
    • what is the customer trying to do?
    • what is not working?
  • environment
  • products, categories, business process
  • changes (upgrade, deletions, additions)
  • resolution
  • answer or steps to resolve the issue
  • cause
  • underlying cause of the issue
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3
Q

metadata

A

metadata is the collection if attributes of the KCS article, the metadata can be automatically added by the KCS system. (date created, date modified, reuse counts, creator, modifier) or added manually (visibility, quality (AQI), governance)

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4
Q

examples of metadata

A 
article state 
author/modifier
date created
last modify date
last modify by
reuse counter
audience and visibility
references and hyperlinks
identification number
version
article governance
title
summary
knowledge state sub article confidence and visibility
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5
Q

three metadata fields that comprise the KCS article state attributes

A

article governance
article confidence
article visibility

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6
Q

article governance

A

two governance attributes

  • experience - the most open level of governance. control is a function of being a member of the community and having an identity where sign in (identify) is required. articles will be based on the collective experience of those who use the articles. the number of people with this level of rights and privileges will typically be large.

compliance - everyone should be able to comment on all types of articles; however not everyone can create or modify articles. compliance controls sensitive, regulated, or critical information for an organization. this attribute is restrictive -only designated individuals or specific groups of individuals can create and modify articles.

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7
Q

article confidence

A

article confidence is the attribute that defines the quality of an article and tells the level of certainty in the article’s structure and content. article confidence is used in determining article visibility.

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8
Q

four article confidence attributes

A

work in progress - the article has no resolution. the problem and some environmental is captured, but the resolution is unknown. this is sometimes referred to as a framed article.

not validated - the article is complete and a resolution has been captured; however, confidence is lacking in structure or content, due to the lack of feedback or article noncompliance with the content standard.

validated - the article us complete and reusable; it as been used bu a licensed KCS user. articles are validated when there is confidence in the resolution and compliance with the content standard.

archived - articles are moved to archived when the article is defined as having no value.

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9
Q

article visibility

A

article visibility adds an additional layer of control that allows business rules to be created allowing different access to different audiences.

the individual’s KCS license level defines their rights and privileges in setting the visibility attribute (internal, partner, external) and the confidence attribute (not validated or validated)

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10
Q

article visibility attributes

A

internal - articles are only visible internally to an organization (anything with wider visibility than internal is referred to external)

within a domain - articles are visible to a group associated with a particular product domain, topic, job function, department.

partners - articles are visible to third parties (who are not employees) who act as a trusted extension of the organization.

customers - articles are visible to customer/clients or users of the products/services provided bi the organization. the articles are typically accessible via the web-based self service portal for users (registered)

public - the article is intended for anyone unidentified in the public domain. a common practice is to have this article optimized and indexed for a publicly available search appliance like Google.

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11
Q

The purpose of a content standard

A

the purpose of the content standard is to formally document or use a template that describes the decision that need to be made about KCS article structure and content that promote consistency.

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12
Q

common components of a content standard

A
  • KCS article structure (field definitions)
  • quick (one-page_ reference guide
  • examples of good and poor articles
  • templates
  • metadata definitions
  • knowledge article states
  • style guide
  • supporting material
  • vocabulary
  • multi-language considerations
  • multimedia considerations
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13
Q

Two types of KCS articles

A

Solve loop - articles are developed just-in-time based on customer demand. these articles must adhere to the content standards so that the articles have a consistent structure and are findable and usable by the intended audience.

  • evolve loop - article are high-value articles which are usually created knowledge domain experts, based on patterns and trends in article reuse or the analysis of self-service activity. this content generally represents a very small percentage of the total knowledge base.
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14
Q

considerations for archiving

A
  • do so in a way that improves the findability of what is collectively known, not by reducing what is collectively known
  • assess whether the archiving will compromise the completeness of the knowledge base. (the greatest value from the knowledge base comes from it being a complete collection of the organizations’s experience and the ability to quickly find what is needed what it is needed.)
  • archiving old articles treats the symptoms of findability, not the cause.
  • there is often higher value in seldom used articles, since this knowledge does not typically exist in most of the knowledge worker’s heads/memory.
  • age and size of articles should not be considerations.
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15
Q

considerations when migrating and integrating legacy data.

A
  • creating a demand-based process that will help identify the legacy content that has value.
  • keeping the legacy content in a separate repository and making it available to knowledge workers to search
  • letting demand focus the attention on the legacy content that has value.
  • creating KCS articles in the new knowledge base for the content that is being used (found) from the old knowledge base.
  • legacy data/content is typically not in the KCS structure, nor is it expressed in the context of the customer. Most who have done a mass migration of legacy (data/content) have ended up removing the legacy content because it disrupts findability.
  • the investment of time and money to clean, write scripts, and move legacy knowledge is typically not worth the cost to migrate it, and often turns out to be counter-productive.
  • experience shows that 90-95% of what is in the old knowledge base will never be referenced.
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16
Q

strategies for a successful demand-based migration strategy

A
  • making the old knowledge repositories read-only
  • the concept of searching the new knowledge base first
  • if a KCS article is not found in the KCS knowledge base, search the old knowledge repositories
  • re-purposing the old content that is useful (based on demand) by creating articles in the customer’s context and in the KCS structure.
17
Q

describe the considerations when priming the knowledge base with new information

A

content should only be added when there is demand - don’t add unless someone asks.
examples: alpha and beta testers will experience the issue. if the issue is worth resolving. it’s worth capturing

  • new products and processes deem it necessary
  • ensure that the context is how customers will use it
  • capture experiences (context) of alpha and beta testers
  • capture context of user acceptance testing
  • create content in the context of beta testers experience
  • identify the article state as a draft or validated (internal)
  • create content from training and pilot phase experiences
  • expect articles to improve as customer context is added
18
Q

describe KCS challenges in a global organization

A
  • English is often the default language for global, multi-lingual, multi-cultural organizations
  • KCS does not specifically address cultural issues
  • the KCS article content structure and style of “complete thoughts, not complete sentences”
  • complete thoughts are easier to comprehend for those where ESL
  • KCS article structure provides meaning,and context, making translations easier
19
Q

list examples of translation strategies

A
  • just do it - machine translation (all articles)
  • demand driven - only translate articles that have been reused
  • hybrid - machine translation with manual edit and posting for reused articles
  • side by side - the original article is available along-side the translated article
20
Q

describe the purpose of knowledge domain analysis

A

knowledge domain analysis focuses on the health of the knowledge base with an emphasis on:

  • quality of the articles
  • the effectiveness of the workflow that produces and improves the articles
  • the use of the articles

knowledge domain analysis is most effective with cross-organizational participation

21
Q

identify the output of knowledge domain analysis techniques

A

knowledge domain analysis outputs includes the identification of:

  • improvements to the content standard and process integration (workflow)
  • recommendations on findability issues
  • content gaps - knowledge people are looking for that does not exist
  • content overlaps - consolidating duplicate articles, identifying the best or preferred resolution among many proposed resolutions.
  • improvements in how known issues are leveraged, eliminating re-work, improving access and findability.
  • improvements in how new issues are solved, suggestions for problem-solving and collaboration to solve new issues quickly
  • pervasive issues - facilitating root cause analysis and working process, product, and business owners on high impact improvements.
  • value of knowledge base: article reuse rates, self-service success, contributions in improving time to resolve, contribution to reducing downtime, contribution to increasing service availability
  • archiving strategy for the knowledge base
22
Q

describe the role of the knowledge domain expert

A

the knowledge domain expert (KDE) seeks to:

  • optimize the creation, improvement , and use of articles
  • identify patterns and trends of reuse to identify potential product, process, or policy changes that could eliminate the root cause of the frequent issues.
  • work with coaches and KCS council to improve the content standard
  • KDE’s are typically subject matter experts (SME) who continue to have other functional responsibilities
  • KDE’s are individuals who are naturally attracted to using data analytics to figure out what can be learned from the collection of knowledge
  • KDE’s must establish a relationship wit the business functions that need to take corrective actions:
  • depending on the domain, may be the owners of business policy or processes and/or the owners of the product or services functionality and road maps
  • provides the functional/product owner with quantifiable , actionable, information that is based on the user’s experience.
  • success of the knowledge domain analysis function is measure through:
  • improvements in findability
  • self-service use
  • incident volume reduction that is a result of corrective actions taken to pervasive issues
23
Q

describe a knowledge domain

A

knowledge domains are virtual collections of KCS articles that are related to common topic, function, process, technology, or product family

knowledge domains are not precise or absolute in the boundaries, and they often overlap

a knowledge domain is the collection of content that makes sense to include for pattern recognition and cluster analysis. therefore, the purpose or intent of the analysis defines the collection of articles that are relevant

24
Q

provide examples of evolve loop articles

A
  • procedural articles, diagnostic articles, or step-by-step procedures
  • resolution paths - a collection of linked procedural articles that defines a complex process (procedural or diagnostic) - created by KDE to address generic or high level symptoms. often created by KDE to address in a large/unweidy number of solve loop KCS articles.
    high impact issues - issues that are pervasive, cause outages, or articles about new or strategic processes, policies, products or services.
  • KCS articles created to fill knowledge gaps - articles on topics or issues users are looking for that do not exist (typically identified through self-service and search analytics)
25
Q

explain the concept of new vs. known analysis

A

the new vs. known analysis is an example of the continuous improvement processes in the evolve loop. the new vs. known process can help assess the health and effectiveness of an organization’s KCS practices.

26
Q

descrbe the objective of new vs. known analysis

A

the objective of new vs. known analysis is to identify opportunities to reduce the resources spent on known issues and accelerate the resolution of new issues., the two major components to achieve the is:

  • reduce the resources spent on known issues - this is achieved by improving customer use and success with the self-service model
  • improve the speed and accuracy in solving new issue - this is achieved by getting the right resources working on the issue as quickly as possible
  • by analyzing incidents closed from the perspective of new vs. known and analyzing incidents in each category one can:
  • create a baseline of the percentage of new vs. known issues being worked on in the organization - measures the impact of future improvements against this baseline
  • assess the characteristics of known issues solved by the organization and assess why they were not solved through self-service
  • asses the characteristics of new issues and identify opportunities to improve the speed of accuracy of the problem-solving process
27
Q

describe the scope of new vs. known analysis

A
  • support centers, call centers, help desks, or service desks for internal and/or external customer support
  • first point of contact (level 1 ), first point of escalation (level 2), second point of escalation (level 3)
  • products/services, hardware, software, systems, networking, or any other business process or outcome supported
  • performed periodically (typically not more than once a quarter)
28
Q

identify four steps in the new vs. known analysis approach

A

1) scope definition - products/domains
2) data collection
3) incident analysis
4) identify and discuss opportunities

29
Q

describe known is new vs. known analysis

A

known includes:

  • content that was captured and finable
  • incident/issue closed with existing content and linked to a pre-existing article
  • if there is a lot of “tribal knowledge” (things that are known by all but that are not in the knowledge base)
30
Q

identify the five key elements that contribute to article quality

A
  • a content standard that defines the organization’s requirements for effective articles
  • having an article quality index (AQI) for measuring the quality of articles
  • process integration indicators (PII) that measure compliance to the KCS workflow
  • having KCS licensing and a KCS coaching model in place
  • a broad and balanced performance assessment model
31
Q

identify the basic checks that should be included in an article quality index (AQI) model

A
  • unique - the article is not a duplicate article; there is no other article with the same content whose create date proceeded the article’s crated date
  • complete - the problem, environment, cause, resolution description, and types are complete
  • content clear - statements are complete thoughts not sentences
  • title reflects article - the title contains the description of the main environment and the main issue
  • links valid - hyperlinks are persistently available to the intended future audience
  • metadata correct - the metadata set is appropriate: article state, visible, type, or any other key metadata defined in the content standard are correct
32
Q

explain how KCS article value is assessed

A
  • article value of reuse - how often the article is used to resolve an issue
  • article value based on reference - how often is the article reference as contributing to the solution
  • the value of the collection of articles - the rate of customer success (finding the resolution via self-service. also referred to as call deflection or call avoidance
  • content speed ad accuracy - findability and usability of KCS articles are values more than presentation and format
33
Q

explain the concept of good enough

A

articles need to ‘good enough’ to be findable and usable, or what is called “sufficient to solve”

most organizations deal with different types of knowledge, and not all types of articles have the same criteria for quality

organizations typically have a higher tolerance for variability and interpretation for experienced-based articles, while there is no tolerance for variability or interpretation for compliance-based articles. perfection is too expensive

34
Q

describe the goal of KCS self-service

A

increase customer engagement by providing access to knowledge so that the customer can resolve their issue without the interaction of others

35
Q

identify the elements in a self-service strategy

A
  • vision - what is desired end-state?
  • audience
  • goals - how will you know if the desired end-state is achieved?
  • measurements and metrics
  • assessment and continuous improvement
36
Q

identify the enablers of self-service success

A
  • findablility - context of the customer
  • structure - can the search-engine find the content and is it usable
  • rich environment statements - improves the precision and confidence that the article is correct
  • completeness - most of what we knoe need to be available quickly
  • access - is the access point integrated and context sensitive (portal or integrated into application/system/service UI)
  • navigation - it is intuitive and aligned with the intent of the requester?
  • is the transition from self-service to assisted-support clear?
  • marketing - is there a marketing plan?
37
Q

identify the types of measures that should be used for self-service

A
  • data analysis of user behavior patterns
  • data analysis of volume variations
  • direct users feedback
  • surveys
  • comments and feedback
  • observations - usability testing
38
Q

describe the challenge of measuring self-sevice

A

self-service measures are imprecise and do not directly represent the user experience. it is the trends in the measures, and the ability to correlate the perspectives via triangulation to obtain the necessary confidence of the assessment of the user experience

Knowledge Centered Service (10 decks)

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