Authors are not Consistent Addressing Feedback Tasks

[rosenst22]

We are having an issue where a certain percentage of our authors are not addressing feedback tasks assigned to their article(s). Obviously, this is an issue for keeping content accurate and up-to-date. We are moving towards ownership groups which should assist so more authors will be notified of the feedback task.

At a previous job, we printed a monthly report and brought it to the attention of their manager/leadership if they were not addressing feedback tasks. Any other suggestions? What have you tried that works? Thanks so much.

[Chrislgarrett9]

We have had similar issues. To address this, I have created a dashboard to inform myself of new feedback. When they get feedback, we address the ownership group as a whole. On top of that I set up a weekly email on the status and instructions for addressing feedback tasks. This seems to help move things along. I will say getting the ownership groups with more eyes into the task has helped exponentially. 

Another thing that helps is getting management (or the manager in the ownership group) aware of the need and importance of this occurring. They usually see our weekly reports and then assign it to one of their staff to work on.

Hope this helps!

[andreababch]

Agree with James. We recently implemented this and although it's very helpful for tracking, you need to have buy in, then make sure people are trained on how to use them.  Then it becomes like following up on tickets. That is where we are at now, which has a lot to do with resources having enough time to do them as well.

[Aerin]

We are just at the start of this journey, but we are working hard to train them on the tool AND support them in developing sustainable processes within each team. If there is little or no knowledge culture, then it's quite difficult and shocking for people to understand that this is an ongoing, operational requirement. A recurring checkmark, as it were, not a one and done. 
I'm currently working with our leadership to understand how we could realistically add participation in the knowledge management process to our annual review process for individuals.

[CynthiaM]

We have an automatic notification after so many days with the authors manager on copy. We also have a custom dashboard that includes avg number of days it takes for authors / organizations to respond to KFTs. Data helps. Most recently we are having our AI assistant nudge authors with reminders making notifications in the flow of work instead of email.

[jahnert]

The key to a successful knowledge culture is support from leadership. Back in my early years, I had a VP of IT who made it a requirement that 'everyone' stay logged out after a call to document any issues that weren't in the knowledge base.  We took a hit on call times to prioritize knowledge for 3 months before returning to a normal cultural state but it got people in the habit of documenting calls. The things you need 1. reporting for managers, and authors notifications work great. 2. support from leadership to push a knowledge culture 3. to make knowledge participation a metric that appears in one on ones and is graded on annual reviews. Apart from that recognition / competition can be great tools. See if you can get approval to have a gift card or something to recognize top performers on a monthly or quarterly basis.