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Metrics and Knowledge Management

I’ve been asked recently about metrics in knowledge management. Specifically, what are the things I like to measure. I do have a favourite. Diving down into the read count per topic or category and then looking further into what specific issues are being accessed most often can uncover potential improvements to products or services. Layers of complexity could be removed by redesigning the product or service for more intuitive use. Maybe the instructional documentation could be made clearer. Analysing metrics like these can help us improve our offering in a way that ultimately reduces the amount of support we need to provide. No wonder that’s my favourite.