KCS 7.16 Knowledge Quality and Your Company Image – Knowledge Centered Support
Knowledge Quality and the Impact on Company Image
Is Knowledge Quality going to have an impact on our company’s image? In other words, if our knowledge articles on our self service portal are simply deemed; sufficient to solve, good enough or not editorially perfect, will it have an impact on our company image?
Yes Formatting Is Important, But How Important?
Most respondents considered editorial format somewhat important. But since the process involved in achieving editorial perfection can be time-consuming and delay access to information, the Consortium decided to assess the impact on corporate image when organisations chose to publish KCS articles with information at various levels of editorial quality.
The Good, The Bad and The Ugly
The results of the assessment were revealing. The majority of respondents:
• Disagreed with or were neutral to the statement: “I have a lesser image of a company that withholds support information access in order to technically validate it.” (In other words, the majority of respondents did not fault a company for withholding information that was not technically validated.)
• Agreed with the statement: “ I have a lesser image of a company that withholds support information access in order to achieve editorial perfection.”
• Agreed with the statement: “To gain knowledge faster, I would like an option to select to see support information that has not been fully validated.”
• Agreed with the statement: “To gain knowledge faster, I would be willing to take responsibility for using any of the incomplete information should there be mistakes.” Note: To mitigate risk from sharing this knowledge, many support organizations require customers to accept a disclosure agreement before seeing the KCS article.
• Would have a higher or at least the same opinion when asked: “If the support information were marked as being in draft format, what opinion would you have of a company that shared everything they know, even if it had editorial mistakes?”
Freddie Mercury Says It The Best
So the case is closed, people actually think more highly of a company that proactively shares as much knowledge as possible and as soon as possible! So when it comes to sharing knowledge with your customers, just think of the classic Queen song;
I want it all, I want it all, I want it all, and I want it now!
Thank you and goodnight!
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Content as shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S3 [16.1-4]. 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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