As we're all aware, creating knowledge and having it available in the knowledge base isn't enough. You need to manage the knowledge after it is created. There's a few reports that either I or Erich Zirnhelt have created that provide me some insight into our content. I'll talk about two of those reports today, and if there's appetite for it, I can follow up with some other reports we use.
Ratings by Month
This is pretty straight forward. We have a five star rating system and we want to ensure the content is consistently being rated a 4 or 5. I've set the goal for my team to have 80% positive ratings. For negative ratings, we look for trends. Is a particular article consistently rated negatively? Can that article be changed/improved to better meet our customer's needs? Also, we'll see if there's similarity among the top rated content. Is a specific type/style of article consistently rated more highly than the rest of our content?
Here's what that report looks like:
External Views by Month and Topic
We use external views to help us determine where we're having success with views. Also, if you've been following Erich's posts, you'll know that we've allowed external search engines to crawl our content. The external views report allows us to see if exposing our content to external search engines is increasing our viewership (SPOILER: It is increasing views).
We focus our content creation efforts on specific topics or categories and we want to track whether we have an impact after the content is published. Also, if we use our article views report along side incident volume reports, we can draw some correlation between our content and a stabilization or reduction in incident volume... Or we see no impact and we go back to do a deeper analysis, adjust content, and measure again.
Here's what the external views by month and topic looks like:
Each color is represents a different topic.
What reports are you finding most valuable to help you manage your knowledge?
If you have questions about reporting on knowledge, let me know.
