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MindTouch Success Center

KCS Practice 4: Improve

The techniques for KCS® Practice 4 are based on the goal to constantly improve articles as they are reused. Articles with the most demand, and therefore value, have the most opportunity to meet evolving user needs.

Technique 4.1: Reuse is Review

Reference the content captured in your central repository (your knowledge base) in every interaction to regularly improve the most important content. Through process integration and collective ownership, your knowledge base becomes the most comprehensive and current source of knowledge.

KCS Method MindTouch Capability
Constantly improve the quality of the KCS articles that have value Site Activity Report - Provides insight on what part(s) of the site are seeing the most activity to optimize content accordingly
Create a culture of collective ownership Community scoring - Users can rate articles and leave feedback


Technique 4.2: Flag it or Fix it

As KCS articles are used, they are continually updated for ongoing improvement. Quick fixes are updated immediately while issues needing more attention are flagged to trigger a workflow.

KCS Method MindTouch Capability
Continuous improvement Draft authoring - Allow users to author or edit articles in draft mode until article is validated for publishing
Flagged articles should trigger a workflow Classifications - Custom classification allow users to flag articles for updating or review


Technique 4.3: License to Modify

Content permissions, part of the KCS licensing model, are an important capability to allow all your knowledge workers to participate while only certain knowledge workers are granted higher privileges when appropriate. 

KCS Method MindTouch Capability
User permissions MindTouch offers flexible privileges across the site so only authorized users are allowed to access/ modify content
Page permissions MindTouch page permissioning allow only certain users to access certain pages
User groups MindTouch user groups allow permissions to be applied to multiple users at once


From the Consortium for Service InnovationRead more about Practice 4 in the KCS v6 Practices Guide.

KCS® is a service mark of the Consortium for Service Innovation™.

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