KBID 763 Date Created: 5/21/2007 Date Modified: 8/20/2012
Are you getting people to answers or just information? This white paper provides insights on creating the infrastructure necessary to get staff and consumers to the answers they expect to quickly and easily find.
You may also want to check out Fuze's new KB innovations provided subsequent to this white paper that directly infuze the collective wisdom of your community into creating new AND improving existing Knowledge Base content. Click here to find out more.
Anonymous
This is a decent white paper with some relevant insights. I'd love to see an abstract in this knowledge article. Or better yet, I'd love to see a quick summary, a cheat sheet if you will, of Chuck's tips on Getting People Answers. I've followed some of Chuck's writings on Twitter and other blogs and enjoy his passionate thoughts on the subject.
Posted: 4/19/2012 7:37:56 PM | Approved: 5/29/2014 12:30:03 AM | Rated Content: 6.0 out of 10
Points Awarded: 1.00 (1 Rating)
Good stuff. How is your "community" knowledge base any different than a Wiki?
Posted: 7/30/2009 5:05:32 PM | Approved: 7/30/2009 5:06:16 PM | Rated Content: 9.0 out of 10
Points Awarded: 5.50 (2 Ratings)
Jean VEditor
Thanks for the question. A Wiki allows the community to directly create and evolve content without first being reviewed by editors who are responsible for the accuracy of the content. Conversely, the Fuze KB enforces that all changes to content go through the editorial review process you define as necessary, depending on who is using the particular content and how it is used. We are strong believers in the value of community-generated content that does not require editorial controls, but also believe that people often want to get to content they can count on as accurate and that a company will stand behind. Our upcoming release of Fuze Social is where we will extend highly integrated functionality that leverages open community dialogue.