The training for Wave I focuses on KCS Solve Loop practices including the content standard and the workflow that were created during the KCS Design Session.
Wave I Participant Training
This session focuses on teaching knowledge workers how to do KCS. Wave I participants learn how to reuse, improve, and if it doesn't exist, create knowledge.
The duration of this training depends on a number of variables. Many organizations use a combination of computer-based training and classroom workshops.
A few considerations that influence how much training is required are:
- How much exposure the Wave I participants have had to KCS
- How familiar they are with the tools they will be using
- How much can be done through online, computer-based training
It is highly recommended that some time be allocated for classroom workshops to provide an opportunity for supervised practice of the workflow and creating articles that adhere to the content standard.
Knowledge Worker Training
- Use live knowledge base
- Role-play customer scenarios
- Use real incidents to practice creating articles
- Plan for time to socialize the experience
The goals of the training for the Wave I participants include:
- Understanding why we are doing KCS: the benefits for them, the benefits for the customers, and for the organization
- High level understanding of both the Solve and Evolve Loops and the interdependence of the two
- A detailed understanding of the Solve Loop practices and the structured problem solving process
- A detailed understanding of the content standard and what makes for findable, usable articles
- The importance of capturing the customer’s context in the workflow
- Searching for and finding existing articles
- Improving while reusing and understanding the processes for flag it or fix it
- Improving or creating articles based on their search terms: searching is creating
- An opportunity to practice the workflow, in the technology they will be using, based on scenarios
- An understanding of the KCS measures, AQI and link accuracy
- An appreciation for the KCS licensing model and the role of the coach
Sampling and Scoring of Articles
During Wave I, KCS Coaches begin to use the sampling and scoring process for the Article Quality Index (AQI) and the Process Adherence Review (PAR - in particular link rate and link accuracy) that were created during the KCS Design Session. The coaches provide feedback to the Wave I participants. The goal is to move the Wave I participants to KCS Contributors or KCS Publishers as quickly as possible.
Each group or wave of adopters must successfully exit Phase 2. Depending on the size of the organization, subsequent waves may be necessary to deploy KCS to all knowledge workers. Using a wave approach helps minimize the impact of coaching, as it develops new coaches to support the next wave and assures that each team is creating quality articles before adding more people.