If Picture Speaks A Thousand Words
What about Multimedia Content? How does KCS deal with this?
Throughout these blogs, we have talked mostly about KCS articles presented as text. However, for an audience that is less technical, or for how-to content, or for a product that has complex user interface, we have found it more effective to include a picture or screen shot of the product or instruction. Visual images can bridge language gaps and overcome translation issues.
Voice and audio clips are also increasingly common, both for ease of comprehension and for compliance with increasing regulatory requirements for accessibility.
As more customers pursue web-based support, these multimedia formats are increasingly critical and beneficial in speeding resolution.
The KCS methodology and processes remain the same, but the knowledge base and support delivery tools should be adjusted to include multimedia content. Multimedia content creation is, ideally, captured during the Solve Loop, and refined after the incident is closed.
This area continues to evolve, so please refer to the Consortium’s website (www.serviceinnovation.org) for potential additional guidance.
Content as shown in KCS Version 5.3 Knowledge-Centered Support Practices Guide (2012) S3 [9.11]. 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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