There are several factors which drive behavioral changes and influence adoption of new tools and processes within an organization.  To drive end user adoption by keeping self service content fresh and effective requires a judicial use of managerial disciplines.  Defined, disciplined processes that maintain accurate and relevant knowledge base content ensure end user adoption.   Daily disciplines as part of the continuous improvement cycle keep self-service content fresh and effective, which in turn drives end user adoption by identifying and meeting the changing needs of your customers.  Rigorous monitoring of built-in feedback mechanisms measure and ensure that end users are satisfied and receiving the support they need and expect from their self service solution.