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Support/Knowledge Base/Objectives

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DRAFT
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Background

Sometimes determining our work on the knowledge base has been hard to judge. We discuss policy issues, and debate various issues on what is best for the knowledge base, and it's hard to get an accurate idea on which decisions have the most affect on KB success. Sometimes we can look at CSAT score, but if we're trying to help users solve their problems, that's not really the best metric, because it only applies to users we have helped.

As we look for the most effective ways to improve the quality and performance of the knowledge base, I would like to gather a list of objectives we are trying to achieve each time we try to improve the knowledge base in any way. Once we have the list, we can look at which metrics we should use to measure the success of each objective.

Discussion: https://support.mozilla.com/en-US/forum/3/548248

Objectives

  • We want users to be able to find the articles that answer their questions.
  • We want to provide users with the answers they are looking for.
  • We want our articles to be update to date with the latest release.
  • We want users to understand article content.
  • Respond to KB feedback as soon as possible.
  • Provide article content for Windows, Mac, and Linux.
  • Provide content in each user's native language.
  • Make the KB feel more participatory.
  • we will install a quality management system, to satisfy and document quality requirements and to enhance customer satisfaction. -smo
    • Can you explain this one? - cilias