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

Subject: Re: Knowledge Base stats for a "good" number of views?
From: sharipunyon -at- gmail -dot- com
To: Nina Rogers <janina -dot- rogers -at- gmail -dot- com>
Date: Tue, 12 Mar 2019 16:07:38 -0400

Please do! We are doing something similar and I would love the insights.

> On Mar 12, 2019, at 3:25 PM, Nina Rogers <janina -dot- rogers -at- gmail -dot- com> wrote:
>
> Thanks to everyone who commented on my question about KB views. Our content
> audit is going to look at a number of factors in additional views -
> audience, level of technicality, readability, link source, etc. I think it
> will be interesting to see the correlations that come out. I'll plan to
> share some of the results/lessons learned here if I think they'll be
> helpful. Thanks again!
>
> Nina
>
>> On Tue, Mar 12, 2019 at 3:22 PM Nina Rogers <janina -dot- rogers -at- gmail -dot- com> wrote:
>>
>> Ha! But I think you make a good point. A KnowledgeBase isn't a novel, and
>> most people aren't going to access it unless they're stuck. Lots of views
>> doesn't necessarily mean what a manager may think it means. I think a lot
>> will be revealed in the content audit.
>>
>> Thanks!
>>
>>> On Mon, Mar 11, 2019 at 3:36 PM Emoto <emoto1 -at- gmail -dot- com> wrote:
>>>
>>> On Mon, Mar 11, 2019 at 1:26 PM Nina Rogers <janina -dot- rogers -at- gmail -dot- com>
>>> wrote:
>>>>
>>>> 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!
>>>
>>> My thought is that if Management is not happy with the numbers, they
>>> should be able to articulate what "good" numbers are and *why* those
>>> numbers are good.
>>>
>>> I would flip it around and say something like "Our Product GUI is very
>>> user-friendly and intuitive, such that users only need help with a
>>> small number of items. The better our product design is, the less hits
>>> our KB will get, because the user won't need help. Therefore, we
>>> should really try to discover what it is about those areas of the
>>> product that causes people to consult the KB. If we can improve those
>>> product areas, we can improve the user experience by making it
>>> unnecessary for them to research how to use those product areas in the
>>> KB."
>>>
>>> Of course, I'm kind of a nut, so don't listen to me. ;-)
>>>
>>> Bob
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>>
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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: Emoto
Re: Knowledge Base stats for a "good" number of views?: From: Nina Rogers
Re: Knowledge Base stats for a "good" number of views?: From: Nina Rogers

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