All platforms, strategies and processes in your organization need to be measured in order to identify areas for improvement and areas to build on. Your knowledge base is no exception; collecting regular statistics on the performance and health of your knowledge base is what will keep it well-oiled and running as intended.

Neglecting to collect and measure KPIs from you community can lead to the decay of useful information and an inability to provide your customers with an adequate level of customer self service.

Recently I’ve become obsessed with knowledge bases. More specifically, I’ve been fascinated with how they get constructed, what knowledge gets included, how they are structured and where the source of the knowledge comes from.