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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: Tue, 12 Mar 2019 17:14:58 -0400

Right. I think that worrying about the stats for KB articles just might be barking up the wrong dog. It's not like keeping those seldom-used articles around is costing the company anything.

My wife the quality engineer was told to eliminate an incoming inspection that was costing the company $64 per year. "We'll save the expense, and ISO9000 says we can trust our vendors." They got a bad batch of benzoyl peroxide that caused incorrect polymerization. It shut down the plant for weeks.


On Tue, 12 Mar 2019 16:06:37 -0400, Robert Lauriston <robert -at- lauriston -dot- com> wrote:

A KB article that's seldom viewed can still be valuable if it keeps a
customer from contacting tech support.

A KB article that's read a lot may indicate that something in the
product could be improved.
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References:
Knowledge Base stats for a "good" number of views?: From: Nina Rogers
Re: Knowledge Base stats for a "good" number of views?: From: Emoto
Re: Knowledge Base stats for a "good" number of views?: From: Nina Rogers
Re: Knowledge Base stats for a "good" number of views?: From: Nina Rogers

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