Support/Knowledge Base/Objectives

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 he have helped.

As we look for the most affective 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.
• Our goal is to achieve this with well thought-out and well formed articles
• The times change, and so do the problems the users may have. We intend to keep our eyes on the ball.
• We promise to treat the languages used with due respect and will resist any temptation to slip into computerese.
• We will welcome comments and criticisms both by users and by coleagues, as they will give us the chance for improvement.
• we will install a quality management system, to satisfy and document quality requirements and to enhance customer satisfaction.