Support/Knowledge Base/2009-Q3-Goals

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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.
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