Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy. Effective and useful taxonomies have the following properties. Common Across Systems. Many enterprise applications require taxonomies to work properly. Since these enterprise applications are managed by different groups, it’s natural that each taxonomy will start out different and […]
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Metrics Myth 10: Contact Deflection = Clickthroughs Times the X-Factor
Industry surveys ask. Colleagues ask. IT asks. Executives ask, incessantly. “What’s your contact deflection rate?” Let’s leave aside for the moment that contact deflection isn’t the primary reason to expose your knowledgebase to your customers. Let’s also leave aside the fact that it’s both practically and philosophically difficult to count things that didn’t happen. (Do […]
Writing? Or Communicating in Words?
“KCS seems like a good idea…unfortunately, our people don’t have the writing skills to create knowledgebase content.” “You know, English isn’t the first language for many of our people.” “Maybe in the future, we’ll hire people who know how to write. As of now, we’re stuck with the people we have.” We hear variations on […]
