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Consortium for Service Innovation

Technique 2.2: Complete Thoughts Not Complete Sentences

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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