KCS Suggestions for Coaches and Knowledge Workers

[jaimehonaker]

Coaches can use this information to help establish good behaviors and habits with Knowledge Workers just coming into KCS. 

Promoting KCS Tips for Coaches

• Encourage your team by praising good articles in team meetings.
• Have KCS knowledge workers paste a link for their new articles that they create (including the article title) to the Slack channel. This will serve as an encouragement and reminder for others in the team to practice KCS on a daily basis and also provide details on new articles created
• Once during the week or as desired, paste screenshots of the team's last 2 week's progress in Article creation and attachment numbers to the Slack channel
• Tag incidents so KCS work can be better managed by TSEs. 

Working with new Knowledge Workers 

If you are a new coach or working with a new knowledge worker just coming from training, these are suggested topics you can cover for the first few weeks post-training:

• Week 1:
  • Do they have all the access they need?
    • Did they have any technical trouble with access, creating the article for training homework?
  • Touch base with Knowledge Workers to see if they have any questions about the process or how to get started.
    • Do they feel comfortable with Searching, Attaching?
    • Are they comfortable with Creating - know when to create an article, and how.
  • For the first week focus on Searching, Attaching, Creating if they are comfortable.
• Week 2:
  • Review articles for missed Search/Attach opportunities
    • Were there articles already there that could have been attached?
  • Review potential to create opportunities on Cases without KB attached, and when they could have created an article.
• Week 3:
  • Should be searching and attaching comfortably.
  • Are they creating articles?
    • Focus on any barriers to content creation…ie setting up missed opportunities report, writing ability, etc.

Knowledge Worker helpful hints

• Most knowledge workers have set up reports to identify cases that would be good for a knowledge article. Some add the tag at Solution Proposed, so they can go back and find the cases later. Others go through closed cases and use one of several tags to identify incidents/KB articles.

Ideas that may help get you started

• Sit down and go through cases with TSE with some of their Solution Proposed, take the hour and complete these articles. It allows time for the coaches to sit down and work individually with people to make sure they understand. 
• Should I create an article? The answer is always yes. One coach mentioned that at the beginning of wave 2, his knowledge workers were uncertain of when they should create content, so they would always ask him," Is this a good case for a KB?" He always answered "yes," sometimes followed up with "the answer is always yes." At one point, they stopped asking him, either because they knew what the answer was or they had gotten into the habit. 
• A coach was meeting with a first-time knowledge creator, not involved in KCS, but curious about knowledge. They sat together for 15 minutes and had found multiple cases that were candidates for knowledge and the person completed their first knowledge article.
• A knowledge worker from wave 1 who has always been an advocate for creating knowledge, took it upon himself to hold weekly meetings with other people on the team, including knowledge workers, coaches, leads, and TSEs not involved in KCS to give everyone the opportunity to bounce ideas off one another and create content. In the first session, someone who had never created content had created 4 articles.
• As a way to encourage his knowledge workers to create content, once a coach took a grassroots, or getting down to the basics, of "not having enough time." He sets aside 15 minutes a day to focus solely on creating articles from cases. In 4 days he had created 5 articles.
• A wave 2 coach has started talking about knowledge in weekly team stand-ups, giving updates as to improvements, articles being created, etc. It has encouraged others on the team to create content.
• A coach sat down with someone not yet involved in KCS, and showed them how you find content to attach to INTs. They were able to solve a handful of INTs in about 5 minutes. The TSE saw first hand that it works without any background in KCS.