Identifying the most valuable content within your knowledge base allows you to focus migration resources and effort on the most high-value content. When looking at which content to migrate, consider that all successful content migration projects have the following characteristics in common:
Only the top 15-20% of the most valuable content is migrated
There is a designated project manager who keeps a detailed project plan and facilitates weekly meetings
The most optimal content migration option that meets expectations is used
There are test migrations performed early to establish timing estimates (both manual and scripted) and to identify challenges
The migration uses a phased approach to avoid overwhelming the organization with too much change at one time
Helpful strategies for identifying valuable content
Here are a few strategies for determining which content should be migrated.
Investigate the number of views by an external audience within the last X months. This information will help you see what content your audience can't do without. Sort your reporting using a few different time periods to make sure that the results include the most relevant articles.
Look at the number of views by your internal users within the last X months. Again, you'll be able to identify the most necessary articles for your agents. If your support content is available both internally and externally, you should see similarities between the two lists.
If your knowledge base software allows users to identify whether or not a solution helped resolve their issue, identify the most frequently helpful articles over a certain time period. Sort your reporting using a few different time periods to make sure that the top results are recent enough to be relevant.
Concentrate on the last time the article was updated when stack ranking articles. The most recently updated articles are theoretically those which were used most frequently and were valuable enough to spend efforts to updates.
This is part of KM Path™ Phase 2
This article is a part of Architecture Design, the second phase of your KM Path. By designing your KM Architecture at this early stage you can incorporate all stakeholders requirements, identify and prepare for the challenges ahead, and limit scope creep.
Irrevo's KM Path is the proprietary methodology we designed to help you plan, build, launch, and optimize your knowledge program. Learn more
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