Boosting KM ROI

KnowledgeFarm has introduced a service said to help organizations rapidly populate customer support knowledgebases, including Web-based customer self-help knowledge resources.

The company says the service, Data To Knowledge Conversion (D2KC), transforms large volumes of documentation into knowledgebase content that KM tools can search and retrieve to deliver quick answers to specific questions, thereby speeding ROI on those tools.

KnowledgeFarm says a D2KC begins with an analysis of the situation, available content and workflow. The company will then design a process that reduces the problem of populating the knowledgebase to a simple and explicit series of steps. It then defines a clear set of goals and metrics for management.

The company explains step one is a brief consultation of one to two days. Step two (one day's consultation) includes a written set of procedures and a project plan. Step three trains the people doing the conversion. Step four supervises the data conversion process so that it moves quickly, stays on schedule and maintains standards of quality. This process can be performed either by the customer or KnowledgeFarm. Step five measures the results against the project plan and adjusts the process accordingly.