Analysis & Reporting
It’s worthwhile analysing the content of your knowledge base and how it’s used. However, it isn’t much use if you’re reporting with inaccurate metrics. This is where your category names and issue types matter.
With reliable analysis, you will see what sorts of articles are referenced most. Once you know that you can start tailoring articles for online self-help (if you don’t already).
By monitoring similar problems and solutions you can track down root causes and resolve them permanently.
Necessity is the mother of invention. Noticing common issues and complaints can lead to developing new and better products and features.
Conclusion
I’d like to leave you with two fundamental points about documentation
management: don’t panic and remember your reader.
These two points should help you to stay calm, concise, and in control of your corporate knowledge.
It really is worth the investment.
Select one day of the week where you check for new feedback. Overhaul any that have been flagged as unhelpful and address any comments.