Re: Knowledge Base stats for a "good" number of views?

[Nina Rogers <janina -dot- rogers -at- gmail -dot- com>]

Ha!  But I think you make a good point. A KnowledgeBase isn't a novel, and
most people aren't going to access it unless they're stuck. Lots of views
doesn't necessarily mean what a manager may think it means. I think a lot
will be revealed in the content audit.

Thanks!

On Mon, Mar 11, 2019 at 3:36 PM Emoto <emoto1 -at- gmail -dot- com> wrote:

> On Mon, Mar 11, 2019 at 1:26 PM Nina Rogers <janina -dot- rogers -at- gmail -dot- com>
> wrote:
> >
> > Hi, all!
> >
> > My company recently looked at the stats for our KB (which I manage), and
> > they are not happy with them. Of the 326 articles in the KB, 91 articles
> > are getting 80% of the views while 235 articles are getting 20% of the
> > views.
> >
> > I realize there is always room for improvement in any KB, but I'm not as
> > upset over these numbers as management is. We have certain features in
> our
> > software that are rarely used, and a good portion of our articles are for
> > special, uncommon use cases and legacy versions of the software--and are
> > stored in a folders labeled as such. So I wouldn't expect certain
> articles
> > to get a great number of views.
> >
> > I am wondering where I might find information on what would be considered
> > "good" view rates for a typical KB. I'm preparing to do a large-scale
> > content audit for our company, which will include the KB, and I'll be
> > looking at (among other things) the views. I'd like to have something to
> > compare it to--some sort of "normal" standard.
> >
> > Any ideas? I've Googled a bit but am not finding anything, and I'm hoping
> > I'm just looking in the wrong places. Thanks!
>
> My thought is that if Management is not happy with the numbers, they
> should be able to articulate what "good" numbers are and *why* those
> numbers are good.
>
> I would flip it around and say something like "Our Product GUI is very
> user-friendly and intuitive, such that users only need help with a
> small number of items. The better our product design is, the less hits
> our KB will get, because the user won't need help. Therefore, we
> should really try to discover what it is about those areas of the
> product that causes people to consult the KB. If we can improve those
> product areas, we can improve the user experience by making it
> unnecessary for them to research how to use those product areas in the
> KB."
>
> Of course, I'm kind of a nut, so don't listen to me.  ;-)
>
> Bob
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