Keeping knowledge up to date

[bryanalff]

Hi Everyone,

My knowledge site has plenty of knowledge articles. To help ensure the knowledge stays fresh, we have implemented a strategy where each document is reviewed by the owner once a year.

On paper this looks great.   In practice however, it's sometimes a problem.   For starters, the total number of article owners increases as the knowledgebase grows.   Plus, in a years' time a lot of things can happen to an article owner.   An owner could be promoted to a new job, or they may have retired, or even left the company.

What strategies do you use to help ensure the knowledge in your databases stays up to date?

[jennifer_dell-e]

We deactivated the expiration date and no longer require annual reviews. We have too much content and could not keep up with the demand to review all content every year. Instead focus is on content that is being used / is in demand (KCS principle). Rely heavily on feedback / flagging by everyone who uses the content (end users/L1/L2/SMEs etc). SMEs have the responsibility to review/update their content as needed, and to help them manage their content, they receive a report every other month that gives them an overview of key metrics for their articles, such as last quarter's view count, average ratings and when an article was last viewed. As KB manager I run a report every month to see all articles that were not viewed in the last 2 months to help pinpoint possible content that can be archived.