Process for new article ideas

[JamieSuz]

Does anyone have a good process for end users to suggest articles not tied to Knowledge feedback. Most people don't leave comments and don't suggest what it is they need or cannot find. How does your organization receive suggestions for articles in general?

[Chrislgarrett9]

Hello, there is a couple things we have to make this happen.

The first thing I had implemented was a Knowledge Request where people can request knowledge. With this, sctasks can be sent to teams to have it created and uploaded. This way we have accountability and metrics in play. The second item I did was more in scope of process mindset. I sat down with teams for them to identify their triggers in knowledge. This is not a fully mature aspect yet, but if teams can identify triggers and make it part of their processes, then we, as knowledge managers, don't have to pry it from them when people are looking for it.

[JamieSuz]

Thank you for the suggestion. A request option would be a good idea.  Does this open a ticket that is routed to the KM team? How is this approach used differently from Knowledge Feedback?  I find most people don't want to leave comments on feedback but then complain there is no article for their question. 

[Kim27]

The majority of our new articles are created via the "knowledge" checkbox on the resolution tab. We did create a catalog item that can be used to request new articles; however, we only get one or two requests a quarter via the catalog. Requests are initially assigned to the knowledge team, who then reassigns them to the proper team. 

[Dr Atul G- LNG]

Hi @JamieSuz 

To be frank, creating knowledge topics directly from end users can be difficult to manage. On a single day, you might receive hundreds of inputs written in different words but with the same intention. This makes it hard to identify what’s truly new or actionable.

So my suggestion is to use a structured feedback task instead. Keep it simple — maybe add a checkbox or a few mandatory fields directly on the article where users can provide their thoughts in a more guided format.