When you hear of the Knowledge-Centered Service (KCS)
methodology, you are familiar with how articles are assessed to drive Article Quality Index metrics. If you haven't heard about it, check out our article on the topic
The process ensures the most prominent articles get scored in the following areas:
- The necessity of the article (it was necessary at all, up-to-date, etc.)
- Completeness (if the solution is complete, it covers all aspects, and so on)
- Easiness-to-use (if the article is clear, it fits a target audience, it has all the necessary visual aids, and it's easy to read and apply the article overall)
- Formatting and styling (if it is styled and formatted properly, all environments and versions of the product are set, and any other tags and labels are in place)
- Accuracy (if it provides the right level of relevancy, having all keywords, description of the problem, cause, and resolution)
The resulting summary score – Article Quality Index (AQI)
– may serve as a meaningful measure of knowledge base content quality.
Besides, it highlights whether certain content or content creators have areas for improvement, which is a worthwhile outcome too.