• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer

DB Kay & Associates - Strategic Consulting for Sustainable Knowledge Programs

  • Home
  • What We Do
  • Blog
  • Resources
  • Training & Workshops
    • KCS Workshop – Apr 2023
    • KCS Overview – Apr 2023
    • KCS Coach Workshop – April 2023
    • KCS Workshop – May 2023
  • Who We Are
  • Contact Us
You are here: Home / What We Do / KCS Knowledge Domain Analysis Workshop

KCS Knowledge Domain Analysis Workshop

KCS Knowledge Domain Analysis (KDA) Workshop

Small investments in the right knowledge deliver tremendous benefits.  Our two-day Knowledge Domain Analysis Workshop gives you hands-on experience in doing it right.

If you’re like most KCS leaders, you initially focused on rolling out the program. But once you’ve been doing KCS for a year, or two, or more, now’s the time to focus on Knowledge Domain Analysis (KDA).  KDA looks at patterns of knowledge use to determine what improvements would deliver the biggest bang for the buck.  You’ll

  • Analyze patterns of knowledge use to make sure that the most-used content is performing as well as possible. You’ll improve articles that don’t seem to be working well for self-service, articles that are rated poorly by customers, and articles that would benefit from rich media like images or video.  You’ll also identify how to eliminate effort and frustration for customers.
  • Spot check cases to see how knowledge is being reused. Answering too many known questions where we’re reusing knowledge in the assisted channel suggests our self-service could be stronger.  You’ll also see how well your knowledge aligns with what customers are really asking.
  • Look for common symptoms in KB articles. Often, the symptoms in multiple articles are the same, but the causes and resolutions are quite different.  KDA helps us write articles that guide the user with a generic symptom easily to the specific article that’s right for their situation.
  • Create an action plan to address the opportunities you’ve discovered.

It’s low pain, high gain.  Our experience is that Knowledge Domain Experts (KDEs) love doing this work and seeing the difference they’re making.  It’s a win for them, your business, and your customers.

Having done this analysis, all I want to do is lock myself in a closet for a month to improve our KCS articles!
Knowledge Domain Expert during a KDA Workshop, February 2021

 

Primary Sidebar

Search This Site

Upcoming Events

Apr 4
April 4 @ 8:00 am - April 6 @ 3:00 pm

KCS Practices & Certification Workshop – Apr 2023

Apr 19
8:00 am - 12:00 pm

KCS Overview – Apr 2023

Apr 25
April 25 @ 8:00 am - April 27 @ 1:00 pm

KCS Coach Workshop – April 2023

May 2
May 2 @ 8:00 am - May 4 @ 3:00 pm

KCS Practices & Certification Workshop – May 2023

View Calendar

Subscribe to the Blog

Subscribe to our blog and receive a FREE guide to recognizing good and bad knowledge sharing cultures, as well as eleven ways to improve yours.
* = required field

Categories

AI and ML Announcements Coaching Content Management Culture Customer Experience Intelligent Swarming KCS KDE KM Knowledge Representation Lynchpins Measures Program Management Rants Resources self-service Social Support Strategy Technology Uncategorized Video Voice of the Customer

Footer

Recent Posts

  • Use Strategy to your Advantage
  • Change Management and KCS
  • What Does the KCS Council Do?

Stay Connected

    

Contact Us

talk: 408.568.3551
fax: 408.354.8187
info@dbkay.com
18275 Knuth Road
Los Gatos, California 95033

© Copyright 2023 David Kay & Associates · All Rights Reserved ·