Market researcher Gartner has coined the term “knowledge base self service (KBS)” in reference to a key component of a self service IT system, and one that requires dedicated resources to create, update and maintain.  ii2P has incorporated KBS into its self help arsenal, although we refer to our KBS capability as a Content Library.   ii2P provides the experienced resources to ensure a completely tailored solution to meet the needs of your enterprise, from content build through continual content refresh.

Content Build

ii2P content is not your ordinary content.  We understand how to create and enhance content that is “fit for purpose” for the customer care, self help, and service support environments.   Indeed, ii2P’s authorship experience can be applied to any enterprise function where content is needed.  We specialize in helping organizations build professional, easy to understand, and easy to use content whether it is client-specific or product-specific.  And we keep it updated.

ii2P has available an extensive library for common applications such as Microsoft Windows®, Internet Explorer, Lotus Notes, etc., and we are continuously updating our library of professional content information.  To supplement that, ii2P provides continuous analyses and inspection of current incident trends, end user needs, knowledge utilization and effectiveness, and the enterprise environment.   Our focus is in writing content that applies to your particular environment, and to the knowledge level of your users, not ours.  We ensure consistency and comprehensive coverage.

When asked to build content for a given task or set of tasks, the ii2P team will do the following:

• Perform an assessment of your current content, and determine the opportunities for enhancement
• An ii2P Content Author works with your enterprise to identify additional content opportunities by analyzing different content candidates:
  • User Comments – The people actually using a tool or technology, or performing a process is usually one of the best sources of content.
  • Review Content Usage Reports – This includes monitoring and acting upon the information contained within usage reports.
  • Customer Care Agent Suggestions – Usually a great source of information for trends, new developments or a focus on “typical issues”.
  • Content Review Board Team – Various content stakeholders’ meetings with a regular periodicity with the ii2P Content Author will enable content suggestions and ensure that they match up with the end users’ “pain points”.  This can be very proactive process in its discoveries and focus.
• Analyze and inspect your ticketing system to determine the top call generators, and therefore candidates for self help content.  This should be a continuous process as most operating environments are constantly changing.
• Develop professional, easy-to-read content that contains concise, relevant and accurate information; and we test the solutions and content to validate them within the customer environment
• Format all solutions and content for ease of use, and publish those solutions to the end users
• Provide ongoing metrics to track user adoption, effectiveness and utility, and provide feedback mechanisms to monitor content relevance, satisfaction and next-wave opportunities
• Maintain the quality and timeliness of the content with a content refresh process

Content Refresh

Content is fragile and perishable.  It grows stale with time.  The success of content management is dependent on its quality, relevance, comprehensiveness and currency.  That is why ii2P ensures that its content refresh process updates content with a pre-determined periodicity (usually every 3-4 months).  The Content Author will work with your enterprise to accomplish the following:

• Periodically perform a full review of each content  component
  • Assign a date to all content that is added or modified
  • Run appropriate reports to verify what content needs to be reviewed
  • Edit and republish all content in need of refreshed information
  • Even if information is timely, it will be evaluated for quality (accuracy, relevance and completeness); this will include a review of format, grammar, etc.
  • Remove and archive any content no longer needed
  • Any cited links will be tested and any issues reported
• KeyStone® is uniquely rich with an abundance of built-in metrics so the value and usefulness of each content article is constantly quantified, monitored, and improved as needed.  As an example, if someone performs a search that returns 0 results, ii2P will monitor this and, as an example, add a search tag so this same search will yield the desired results the next time.