Knowledge Quality and the Time/Value Tradeoff: KCS Recommendations
So from the survey feedback on knowledge quality mentioned in the previous article, and coupled with other experiences when implementing KCS, the Consortium feels confident recommending that organizations invest in content speed and accuracy over presentation and format. We should strive for timely and accurate knowledge, ensure we are investing appropriately in training, have a good balance of competencies, develop a licensing model (see the roles section in Practice 7, Performance Assessment), and follow the recommendations for maintaining just-in-time KCS article quality through a sampling process and the creation of the KCS Article Quality Index.
When it comes to information completeness and degree of validation, organizations must individually assess the risk-benefit tradeoff of sharing information early. The Consortium’s findings should not be used as a substitute for asking customers about their needs in this area. In our experience, the just-in-time information model has become increasingly accepted as the business community has embraced open source, monthly and quarterly software releases, and extended and open beta-testing programs. Appropriate disclaimers, click-to acknowledge interfaces, and a clear indication of KCS article status (confidence) are all ways to make the KCS article visible earlier and let the customer determine their own risk profile for the situation.
Content as shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S3 [17.1-2]. 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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Written By Paul Jay
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