Knowledge Base Improvements

[Straud]

We are a small software company that is growing quite quickly. We have a Knowledge Base for our customers wich did the job when we few customers, but now is lacking and we really do not know how to improve it. Keep in mind that at this time we cannot afford to buy any new software. We keep adding content but its generally very difficult to search for articles and we are having some nightmares keeping track of the articles we have on there and which ones need updating etc...

Looking for some kind of resouce with some rules guidelines on improving your Knowledgebase, what customers are looking for when viewing a knowledgebase. I have seen many articles for specific KB software packages, but I am looking for software independant improvement strategies.

Thanks.

[ctaylor]

Straud,

There are alot of good resources out there. First I would suggest you check out www.asponline.com and www.sspa.com both of thesesupport groups cater to the technical support call center and have some great resources. Second I would visit www.participate.com this is an application company that has done a lot of great work in the area of peer support delivered through a community environment. Lastly I suggest you visit our web site www.thetaylorreachgroup.com we have alot of relevant articles and links that you might find helpful.

I hope that I have added some value to your efforts. Please email directly at ctaylor@thetaylorreachgroup.com if I can be of any further assistance.

Regards,

Colin