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MindTouch Success Center

KCS Practice 5: Content Health

The techniques for KCS® Practice 5 maximize the opportunity of each interaction to realize the full value of collected knowledge. 


Technique 5.1: KCS Article Structure
KCS Method MindTouch Capability
Well-defined, simple structure

Page Structure - article templates automatically format headings (H1, H2, etc.) and auto-generate table of contents

Clear navigation and organization Organizational Structure - OOB hierarchy becomes more granular as a user moves down any given branch
Evolve structure based on experience

Easily Restructure - MindTouch automatically creates redirects when you Move a page.

Metadata Classifications and tags are stored on each page as structured metadata

 

Technique 5.2: KCS Article State
KCS Method MindTouch Capability
Article Confidence Use a draft workflow to allow users to author or edit articles in draft mode until article is validated for publishing. Use Custom Classifications to indicate article status per your life cycle states.
Article Visibility

Restrict or grant access based on various factors - Grant access permission to a page or section.

Article Governance Configure experience-based or compliance-based publishing controls as needed to control who can create or modify content.

 

Technique 5.3: Developing a Content Standard
KCS Method MindTouch Capability
Use templates that promote consistency Custom Templates - Build custom templates as your authoring matures.

 

Technique 5.4: Creating Evolve Loop Articles
KCS Method MindTouch Capability
Resolution paths

Paths - Custom MindTouch Paths are collections of sequential articles - Manage MindTouch Paths

Previous | Next links - OOB pagination feature leads users to linked content based on hierarchy organization.

Navigation Previous | Next links - OOB pagination feature leads users to linked content based on hierarchy organization
Fill knowledge gaps Identify content gaps based on self-service demand - Understand how users find content with the search report

 

Technique 5.5: Archiving Old Articles
KCS Method MindTouch Capability
Improve findability through relevant search results MindTouch search includes an adaptive learning algorithm that considers multiple factors such as article ranking and click-through rates.

 

Technique 5.6: Dealing With Legacy Data
KCS Method MindTouch Capability
Only migrate content that has value MindTouch can convert and import content in a way that aligns expectations and mitigates risk - Importing content from legacy systems.

 

Technique 5.7: Priming the Knowledge Base With New Information
KCS Method MindTouch Capability
Create demand-driven content Draft workflow - Allow users to author or edit articles in draft mode until article is validated for publishing.

 

Technique 5.8: Global Support Considerations
KCS Method MindTouch Capability
Operate in global, multi-lingual environments MindTouch enables both localization and translation - Translate your site.

 

Technique 5.9: Knowledge Domain Analysis
KCS Method MindTouch Capability
Measure and encourage self-service use Seven steps to an effective self-service strategy.

 

Technique 5.10: Content Health Indicators
KCS Method MindTouch Capability
Article Quality Index (AQI) MindTouch automatically monitors some recommended AQI values, including:
Asses article value

Community Scoring - Users can rate articles and leave feedback

Usage reports - MT reporting suite allows users to see how certain pieces of content are being consumed

Reporting thru ticketing system - Reporting inside of the ticketing system allows users to monitor content consumption

 

Technique 5.11: Self-Service Success
KCS Method MindTouch Capability
Search Experience MindTouch search experience is built from your site structure, making content findable.
Learning pathways Learning pathways (Previous // Next buttons, Recommended articles) provide customers with continual consumption pathways and eliminate dead-ends
Breadcrumb navigation Breadcrumb navigation shows the user his/ her position within the hierarchy and allows for vertical movement in the branch
Folder navigation Folder navigation shows hierarchy path and other available branches of the hierarchy for both vertical and lateral movement in the hierarchy
Site activity report Provides insight on what part(s) of the site are seeing the most activity; content can then be optimized accordingly

 

Technique 5.12: Self-Service Measures
KCS Method MindTouch Capability
Reporting through ticketing system Provides an administrative perspective on article value based on community scoring reports and feedback

 

From the Consortium for Service InnovationRead more about Practice 5 in the KCS v6 Practices Guide.

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

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