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

Subject: Re: Knowledge Base stats for a "good" number of views?
From: "Peter Neilson" <neilson -at- windstream -dot- net>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Mon, 11 Mar 2019 15:21:17 -0400

Someone is using what I call the "Harvard Business School" approach. Here's how it works:

Because of well-known statistical weirdness, 80% of the profit seems to come from 20% of the business. HBS solution? Focus on that 20%, and SHED THE UNPROFITABLE 80%. In the short run things may look great.

Eventually the same statistics will again be observed. Of the 20% of the company remaining, 80% of the profit will still seem to come from 20% of the remaining business. Solution? Focus on that 20%, and SHED THE UNPROFITABLE 80%.

Continue iterating until nothing of the (now "well-focused") company remains.

In the restaurant business the drinks generally make a large portion of the profit. What would happen to a burger joint that stopped serving burgers and only sold drinks?

I stopped doing business with our local J C Penny 15 years ago when I asked them for a special order. "We don't do that any more," I was told. I never went back there for anything. They are closing that store in a couple of months.

On Mon, 11 Mar 2019 13:25:50 -0400, 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!

Nina
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Knowledge Base stats for a "good" number of views?: From: Nina Rogers

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