Support/Knowledge Base/2009-Q3-Goals: Difference between revisions
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**Until we know what users are most likely searching for, we'll use what we know so far. | **Until we know what users are most likely searching for, we'll use what we know so far. | ||
**<strike>File bugs for the obvious ones. ETA 2009-07-09</strike> | **<strike>File bugs for the obvious ones. ETA 2009-07-09</strike> | ||
**For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10 | **<strike>For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10</strike> | ||
**Identify any issues within them that are not documented. ETA 2009-07-17 | **<strike>Identify any issues within them that are not documented. ETA 2009-07-17</strike> | ||
**Get the undocumented issues from generic search terms documented. ETA 2009-07-31 | **Get the undocumented issues from generic search terms documented. ETA 2009-07-31 | ||
*Get | *Get top 5 crashes documented | ||
**<strike>Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10</strike> | **<strike>Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10</strike> | ||
**File bugs for the rest of top | **<strike>File bugs for the rest of top 5 crashes ETA 2009-07-10 </strike> | ||
***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. | ***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 | ***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 | *Get weekly common issues documented within a week of appearance ETA weekly | ||
**There's a constant issue of cause/solution not being well established. | **There's a constant issue of cause/solution not being well established. | ||
Revision as of 14:10, 20 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 2009-07-09List 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 2009-07-09For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10Identify 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 top 5 crashes documented
Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10File bugs for the rest of top 5 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.