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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:sharipunyon -at- gmail -dot- com To:John G <john -at- garisons -dot- com> Date:Mon, 11 Mar 2019 16:00:43 -0400
This is an excellent point- rather than arguing whether thereâs something to fix or not, redirect to the questions âis there something to learn from this? How can we leverage this?â
As to the articles themselves: Do you have any other quality stats on the articles? Can you see user bases? Ratings? What about application relationships? Known errors? Commonality of topic? Can you tie topic usage to other types of help requests? Is your take that some topics just deserve more traffic supported by data you can provide?
Good luck. We are currently tearing apart a kB we inherited, and your stats are way better. I can tell you that.
> On Mar 11, 2019, at 3:41 PM, John G <john -at- garisons -dot- com> wrote:
>
> My company's entire suite of products' online help exist in separate
> knowledge spaces inside one large knowledge base (we're talking some
> thousands of pages). Each app's KS is tracked for number of hits, search
> terms, etc. The help pages with the most hits correlate closely with the
> app pages with the most help center calls. As a result, we are constantly
> looking at how to improve both the app pages and their help to make them
> easier to use, more complete ... just, better. This reduces our support
> costs in the long run if we do it well.
>
> Use the information to identify customer pain points - if they encounter a
> problem, they're more likely to look at the help. I'm not sure that there
> is a "normal" hit rate. Just because a help page doesn't get a lot of views
> doesn't mean it's not necessary, but it may mean that it's working just
> fine and that the app page it supports is working fine, too.
>
> My 2Â,
>
> JG
>
>> 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!
>>
>> Nina
>>
>>
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