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Technique 2.2: Complete Thoughts Not Complete Sentences

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KCS proposes that we capture in the moment, using the requestor's words, but not all of them.  We must be able to capture at or near the point of interaction. KCS advocates increasing the "capture-ability" and readability of content by making it short and succinct: complete thoughts or short phrases opposed to complete sentences.


We are not asking resolvers to become technical writers. As previously mentioned, many resolvers take notes as they are working on a request. KCS proposes those notes be captured as a Work in Progress (WIP) article in the knowledge base instead of in a notebook or personal database.  For most responders, KCS doesn't propose additional work; it proposes a different way to do what they are already doing.  The advantage is that the experience is captured in a structured and sharable way.


A list of single, complete thoughts improves article readability, especially for those users whose native language is not the language in which the article is written.  (see the Content Health section for more details).

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Our agents document notes in our ticketing system-in the worklog of the ticket they are working on. The knowledge management tool is integrated with the ticketing system, but not to the extent that the worklog functions as a WIP article at the same time. I do wonder how other organizations handle this and what the KCS Consortium recommends. Should notes primarily be captured as a WIP article, and the initial WIP article content be copied over to the worklog?
Posted 01:47, 17 Aug 2017
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