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RE: Knowledge Base stats for a "good" number of views?
Subject:RE: Knowledge Base stats for a "good" number of views? From:"Cardimon, Craig" <ccardimon -at- M-S-G -dot- com> To:'Nina Rogers' <janina -dot- rogers -at- gmail -dot- com>, 'TECHWR-L' <techwr-l -at- lists -dot- techwr-l -dot- com> Date:Mon, 11 Mar 2019 17:29:58 +0000
Following. I manage the KB for my company. We use Freshdesk.
Craig
-----Original Message-----
From: techwr-l-bounces+ccardimon=m-s-g -dot- com -at- lists -dot- techwr-l -dot- com [mailto:techwr-l-bounces+ccardimon=m-s-g -dot- com -at- lists -dot- techwr-l -dot- com] On Behalf Of Nina Rogers
Sent: Monday, March 11, 2019 1:26 PM
To: TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Subject: Knowledge Base stats for a "good" number of views?
Hi, all!
My company recently looked at the stats for our KB (which I manage), and they are not happy with them. Of the 326 articles in the KB, 91 articles are getting 80% of the views while 235 articles are getting 20% of the views.
I realize there is always room for improvement in any KB, but I'm not as upset over these numbers as management is. We have certain features in our software that are rarely used, and a good portion of our articles are for special, uncommon use cases and legacy versions of the software--and are stored in a folders labeled as such. So I wouldn't expect certain articles to get a great number of views.
I am wondering where I might find information on what would be considered "good" view rates for a typical KB. I'm preparing to do a large-scale content audit for our company, which will include the KB, and I'll be looking at (among other things) the views. I'd like to have something to compare it to--some sort of "normal" standard.
Any ideas? I've Googled a bit but am not finding anything, and I'm hoping I'm just looking in the wrong places. Thanks!
Nina
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