Re: Knowledge Base stats for a "good" number of views?

Subject: Re: Knowledge Base stats for a "good" number of views?
From: Harry Anthony <harryrayban -at- gmail -dot- com>
To: "Cardimon, Craig" <ccardimon -at- m-s-g -dot- com>
Date: Tue, 12 Mar 2019 21:20:33 +0530

Nina,

I also manage the Knowledge Base for our company. We use Google Analytics
and Pardot to generate audience analytics inforgraph.

Thanks,
Harry

On Mon, Mar 11, 2019 at 11:00 PM Cardimon, Craig <ccardimon -at- m-s-g -dot- com>
wrote:

> 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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--
Harry Anthony
9885474340
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References:
Knowledge Base stats for a "good" number of views?: From: Nina Rogers
RE: Knowledge Base stats for a "good" number of views?: From: Cardimon, Craig

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