Content Is King!
Content is King! This statement emphasises the key message that “Knowledge is at the Heart of KCS“.
KCS processes are organised into three components:
- Knowledge (being the KCS articles),
- The Solve Loop, and
- The Evolve Loop.
Knowledge is at the heart of KCS. It must be timely, findable and usable by a target audience.
The practices in the solve and evolve loops are focused on creating and maintaining knowledge articles throughout the support workflow. To make knowledge relevant and findable, it is captured and structured during the problem-solving process and in the context of the target audience.
In KCS, the search process itself actually generates knowledge. A KCS article captures the customer’s issue in the customer’s own Words, as well as the Support Analyst’s perspective in documenting the experience of solving a problem or answering a question.
The search process itself actually generates knowledge
Once captured, KCS articles are improved over time, based on demand and usage adhering to the concept that “reuse is review.”
This knowledge maintenance life cycle continues indefinitely as the knowledge evolves.
As shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S2[1.1-2] KCS v5.3 was written and edited by KCS v5.3 was written and edited by Melissa George, David Kay, Greg Oxton, Rick Joslin, Jennifer MacIntosh, and Kelly Murray.
The entire suite of KCS topics are available in one location for FREE via my KCS video book/training course. These are designed to guide interested people through the entire KCS concepts and practices, as well as provide evidence of understanding for those involved in a Knowledge Centered Support program of work or implementation. All you need to is register!