KCS 5.4 License To Modify Knowledge Articles: Knowledge Centered Support
The third and final technique of the Improve practice is License to Modify.
Different users will have different levels of authority in the system. The KCS certification or licensing program links an Analyst’s rights and privileges within the system to the Analyst’s demonstrated KCS competency levels, this is where Technology plays a critical role; the knowledge management tool must have user profiles that will support the licensing model. For more information about the technology requirements, please see the KCS Verified documentation.
Those KCS articles that have been used successfully several times are good candidates to migrate to a broader audience, such as customers and support partners. Licensed users can modify the visibility of a KCS article to make it visible to a broader audience. Visibility is discussed more fully in Content Health, and roles and licensing are discussed in Performance Assessment which is also part of the Evolve Loop.
Collective Ownership in the Solve Loop
One of the deep principles of KCS is the concept of collective ownership. This is a hard one for people to get their heads around. The principle is not unique to KCS. For example, Switzerland is recognized as one of the cleanest countries in the world; it is pristine. So how do they do that? Turns out it is a result of collective ownership. In Switzerland if you see trash you pick it up. It’s that simple. The Swiss do not have a bigger budget for clean up crews or more street cleaners than other countries. What they have is a value they have all bought into about a litter free environment.
This is the same principle we see in the KCS practices. The collective ownership concept is an Evolve Loop thing; it needs to become systemic, it needs to become integrated into everything that we do, it needs to involve everyone and it needs to be owned by everyone. Remember its OUR collective experience. At the Solve Loop, or event level, it means I am responsible for the quality of the articles interact with.
The following Solve Loop techniques all represent the essence of collective ownership value at the behavior level:
• Create an article if one doesn’t exist, modify it if it does
• Link articles when you use them
• Update article states as appropriate
• Flag it or fix it, and finally
• Reuse is review
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Content as shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S2 [25.1-3, 26.1-3]. KCS v5.3 was written and edited by Melissa George, David Kay, Greg Oxton, Rick Joslin, Jennifer MacIntosh, and Kelly Murray.
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