Support/Knowledge Base/2009-Q3-Goals: Difference between revisions
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'''NOTE: This is a living document. ETA dates and other info are open to change.''' | '''NOTE: This is a living document. ETA dates and other info are open to change.''' | ||
== Get KB csat up to 85% == | == Get KB csat up to 85% == | ||
* Publicize this goal and the plan. ETA 2009-07-07 | |||
* Create plan for figuring out what users are likely searching for vs. what search terms they are using. | *<strike>Publicize this goal and the plan. ETA 2009-07-07</strike> | ||
** Work with Cheng to establish list of most frequently asked questions (no matter if they are new) ETA 2009-07-17 | *Create plan for figuring out what users are likely searching for vs. what search terms they are using. | ||
** List the common terms used for the top issues ETA 2009-07-24 | **Work with Cheng to establish list of most frequently asked questions (no matter if they are new) ETA 2009-07-17 | ||
** Identify the most common uses of bad terminology ETA 2009-07-31 | **List the common terms used for the top issues ETA 2009-07-24 | ||
* Focus on articles with csat below 4, and lead community drive to improve those articles. | **Identify the most common uses of bad terminology ETA 2009-07-31 | ||
** Get PageViews page updated. ETA 2009-07-09 | *Focus on articles with csat below 4, and lead community drive to improve those articles. | ||
** List articles below score of 4, and start a thread about them in Contributors forum. ETA 2009-07-10 | **Get PageViews page updated. ETA 2009-07-09 | ||
** Establish what to do to improve each article, make the edits. ETA 2009-07-24 | **List articles below score of 4, and start a thread about them in Contributors forum. ETA 2009-07-10 | ||
** Review poll data for edited articles ETA 2009-07-31 | **Establish what to do to improve each article, make the edits. ETA 2009-07-24 | ||
** For articles not above 4 yet, discuss different solutions on improving content ETA 2009-08-07 | **Review poll data for edited articles ETA 2009-07-31 | ||
** Implement alternative solutions. ETA 2009-08-14 | **For articles not above 4 yet, discuss different solutions on improving content ETA 2009-08-07 | ||
** Review poll data for second edited articles ETA 2009-08-21 | **Implement alternative solutions. ETA 2009-08-14 | ||
* Make sure there are articles that specifically address each top search term. | **Review poll data for second edited articles ETA 2009-08-21 | ||
** Until we know what users are most likely searching for, we'll use what we know so far. | *Make sure there are articles that specifically address each top search term. | ||
** File bugs for the obvious ones. ETA 2009-07-09 | **Until we know what users are most likely searching for, we'll use what we know so far. | ||
** For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10 | **File bugs for the obvious ones. ETA 2009-07-09 | ||
** Identify any issues within them that are not documented. ETA 2009-07-17 | **For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10 | ||
** Get the undocumented issues from generic search terms documented. ETA 2009-07-31 | **Identify any issues within them that are not documented. ETA 2009-07-17 | ||
* Get all top 10 crashes documented | **Get the undocumented issues from generic search terms documented. ETA 2009-07-31 | ||
** Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10 | *Get all top 10 crashes documented | ||
** File bugs for the rest of top 10 crashes ETA 2009-07-10 | **Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10 | ||
*** If there's no solution, add the sig to the main crashes article, but keep the bug so we notified when there's a solution. | **File bugs for the rest of top 10 crashes ETA 2009-07-10 | ||
*** Assign bugs, and try get them documented at a pace of 2 per week. ETA 2009-08-21 | ***If there's no solution, add the sig to the main crashes article, but keep the bug so we notified when there's a solution. | ||
* Get weekly common issues documented within a week of appearance ETA weekly | ***Assign bugs, and try get them documented at a pace of 2 per week. ETA 2009-08-21 | ||
** There's a constant issue of cause/solution not being well established. | *Get weekly common issues documented within a week of appearance ETA weekly | ||
**There's a constant issue of cause/solution not being well established. | |||
Revision as of 21:02, 6 July 2009
NOTE: This is a living document. ETA dates and other info are open to change.
Get KB csat up to 85%
Publicize this goal and the plan. ETA 2009-07-07- Create plan for figuring out what users are likely searching for vs. what search terms they are using.
- Work with Cheng to establish list of most frequently asked questions (no matter if they are new) ETA 2009-07-17
- List the common terms used for the top issues ETA 2009-07-24
- Identify the most common uses of bad terminology ETA 2009-07-31
- Focus on articles with csat below 4, and lead community drive to improve those articles.
- Get PageViews page updated. ETA 2009-07-09
- List articles below score of 4, and start a thread about them in Contributors forum. ETA 2009-07-10
- Establish what to do to improve each article, make the edits. ETA 2009-07-24
- Review poll data for edited articles ETA 2009-07-31
- For articles not above 4 yet, discuss different solutions on improving content ETA 2009-08-07
- Implement alternative solutions. ETA 2009-08-14
- Review poll data for second edited articles ETA 2009-08-21
- Make sure there are articles that specifically address each top search term.
- Until we know what users are most likely searching for, we'll use what we know so far.
- File bugs for the obvious ones. ETA 2009-07-09
- For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10
- Identify any issues within them that are not documented. ETA 2009-07-17
- Get the undocumented issues from generic search terms documented. ETA 2009-07-31
- Get all top 10 crashes documented
- Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10
- File bugs for the rest of top 10 crashes ETA 2009-07-10
- If there's no solution, add the sig to the main crashes article, but keep the bug so we notified when there's a solution.
- Assign bugs, and try get them documented at a pace of 2 per week. ETA 2009-08-21
- Get weekly common issues documented within a week of appearance ETA weekly
- There's a constant issue of cause/solution not being well established.