Improve Flashcards
✔ Identify how “reuse is review” contributes to the overall KCS process (PG 36)
Reuse is review means that we are constantly giving attention to and improving articles that are being used, while not wasting time reviewing articles that are not used.
✔ Identify why “flag it or fix it” contributes to the overall KCS process (PG 38)
Flag it or fix it promotes responsibility and ensures that the knowledge base is continuously being improved upon.
✔ Identify the conditions under which it is appropriate to flag or fix a KCS article (PG 38)
Fix it: If we are confident and have a license level to update
Flag it: If we are not confident or don’t have the license level to update
✔ Identify behaviors of collective ownership of an organization’s knowledge base (PG 38)
When you see something that is wrong, flag it or fix it. Flag it should trigger a workflow in which someone who has a higher level of experience fixes the article. Finding duplicate articles should lead to an investigation - should they be merged?