KNOWLEDGEBASE METRICS.The one feature common to most Web support sites is some form of searchable knowledgebase, which usually contains hundreds or even thousands of tech notes, FAQs FAQs Online A list on a website that answers basic–Frequently Asked Questions–that might be asked by a first-time visitor to the site , application tips, documentation, detailed articles about previously-reported problems, and other documents. Our survey took a look at key areas of knowledgebase metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. and management:
* Productivity: Knowledgebase authoring is clearly more complicated than answering a single e-mail question, so productivity comparisons can be even tougher to define. One company may view a short FAQ (Frequently Asked Questions) A group of commonly asked questions about a subject along with the answers. Vendors often display them on their Web sites for use as troubleshooting guidelines. answer as a completed tech note, while another counts only articles that take a few days of in-depth in-depth
Detailed; thorough: an in-depth study.
detailed or thorough: an in-depth analysis
research. To achieve some rough consistency of definitions, we asked our respondents In the context of marketing research, a representative sample drawn from a larger population of people from whom information is collected and used to develop or confirm marketing strategy. how many "individual tech notes" their site contains, as well as how many tech notes a writer can create in one day:
Tech note productivity per writer Tech notes/day By total number of tech notes on the site: 1,000+ (31 responses) 5/day 100-999 (46 responses) 4/day 6-99 (22 responses) 1/day Median-500 tech notes (99 responses) 3/day
* Knowledgebase technology: So far, no vendor of knowledgebase tools seems to have achieved broad market penetration Noun 1. market penetration - the extent to which a product is recognized and bought by customers in a particular market
penetration - the act of entering into or through something; "the penetration of upper management by women" . Instead, Web support site developers rely mostly on homegrown home·grown
1. Raised or grown at home.
2. Originating in or characteristic of a locality: "Rock is homegrown music in the United States, evolved from blues and country and Tin Pan Alley" systems or have adapted literally dozens of different commercial databases, text retrieval systems, and search engines. Moreover, customers apparently don't perceive much difference among various vendors in such areas as initial installation, flexibility and customization, and performance and speed:
Knowledgebase vendor ratings* Installation Flexibility Performance By system vendor: Homegrown (24 responses) 2.2 2.3 2.2 Lotus Notes (9 responses) 2.1 2.5 2.2 RightNow (8 responses) 2.4 2.4 2.1 Clientele (4 responses)) 2.0 2.5 2.5 Vantive (4 responses) 2.3 2.5 2.5 All (77 responses) 2.1 2.1 2.2 * Ratings: 3.0 = excellent, 2.0 = adequate, 1.0 = major problems.
* Resolution rates: Arguably ar·gu·a·ble
1. Open to argument: an arguable question, still unresolved.
2. That can be argued plausibly; defensible in argument: three arguable points of law. , the ultimate metric for knowledgebase performance is the site's resolution rate--the percentage of visitors who actually find an answer to their questions. Yet relatively few sites ask users whether their knowledgebase query was successful. (Those that do ask typically find that the majority of visitors ignore the question.) For the 26 sites in our survey that collect resolution statistics, however, knowledgebases typically resolve 42% (median) of all customer questions; half produce success rates between 30% and 65%.