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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
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; content can then be optimized accordingly
Create a culture of collective ownership Community scoring - Users can rate articles and leave feedback

 

Technique 4.2: Flag it or Fix it
KCS Method MindTouch Capability
Flagged articles should trigger a workflow Draft workflow - Allow users to author or edit articles in draft mode until article is validated for publishing.
Continuous improvement Classification - Custom classification allow users to flag articles for updating or review

 

Technique 4.3: License to Modify
KCS Method MindTouch Capability
User permissions MindTouch offers a high level of user permissioning so only authorized users are allowed to access/ modify content
Page permissions MindTouch allows page permissioning so only certain users are able to access certain pages
User groups 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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