Support/Knowledge Base/2009-Q3-Goals

NOTE: This is a living document. ETA dates and other info are open to change.

Get KB csat up to 85% [current csat score]

• 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 bug 502859bug 411519
  • 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 top 5 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 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.

Get number of open article requests down to 10 (non-official goal)

• Triage all open article requests to see if any still apply ETA 2009-08-07
  
• Prioritize them (THIS IS IMPORTANT regardless) ETA 2009-08-07
  
  • List top article requests for community ETA 2009-08-14
    
• Find community members to draft each one. ETA 2009-08-21
  
• Ask community to help review for each article draft. ETA 2009-08-28