Over the course of the next two weeks, here on Notes from Rational Support, we will be blogging some year end wrap ups and messages to highlight some of our accomplishments over the past year in terms of support knowledge and social sharing.
Today we start it all off with a look into our support generated content (did ya catch the play on words with the left hand image there?):
You may know this support generated content as Technotes, FAQs, Troubleshooting docs, or just product support information you find via the IBM Support Portal. In all cases this is content created by support to help you find answers to your product related questions. The past few years you've heard us talk about KCS (Knowledge Centered Support) and how it benefits you all when looking for solutions to issues you may encounter. Implementing the KCS principles means that we strive to create or reuse content for every PMR (problem management record) that comes in to the support crews.
Across the board, our Rational Support Teams have achieved a solid 93.5% KCS participation rate; meaning that we have identified content that either already existed and was reused, or content that was created for 93% of all PMR arrivals in 2011. That means this year we have created and updated over 18% of our total support content as available on IBM.com based on your PMRs alone. (That doesn't even touch the additional updates made based on your document level feedback which we will address in a future blog post!) Yes, over the course of 2011 we have added a substantial set of new content and updated existing content to be more accurate, more detailed, and easier to find on IBM.com.
When you consider that we in IBM Rational Support alone maintain well over 50 thousand support generated documents, 18% in a single year suddenly becomes a much larger chance at finding a quick answer on your own or from a Technical Support Engineer (TSE) when opening a PMR! That is over 25 support documents per day, every day of the year including weekends! If you also own other IBM products, just imagine the substantial volume of support content available to you... or better yet, don't imagine, check out the IBM Support Portal and see for yourself!
But before you go... would you mind letting us know your thoughts on our blogging efforts? http://www.surveymonkey.com/s/G8SFMY6
image credit: (cc) Some rights reserved by Ethan Prater