Why do you have a ‘Knowledge Base’ on your website?

Question 1. Which of the following are indicated by having a ‘Knowledge Base’ on your company’s ‘support’ pages?

  • (a) A lack of the discipline needed to write proper documentation.

  • (b) Insufficient staff to provide proper support.

  • (c) Inadequate engineers to provide a reliable product.

  • (d) A poor user-interface experience in your product.

  • (e) All of the above.


The best thing about creating a website in blog format, I’ve always thought, is that you don’t need to maintain it to nearly the same degree as you would most other sites. Why? Because everything has a date, and that date is paramount; it is clearly marked. This makes it obvious to the reader that a post was written in a particular context, and, while the content may still be useful some years later, you can’t blame the author for not being able to predict the future if it’s no longer accurate or relevant now! As an author, therefore, you don’t need to be constantly re-reading, deleting, updating, clarifying, as you would with most other forms of documentation.

The appeal of the so-called ‘Knowledge Base’ — a searchable database of support articles on a company website — is that it also promises an alternative solution to this challenge of maintaining structured documentation, but instead of using old Father Time to winnow out inaccurate material, it uses a search engine to help you ignore it.

If you force your customers to type things into the Knowledge Base search box before you let them get anywhere near the page with your phone numbers or email addresses, there’s even a chance they may find out the answer to their question and not bother you! Bliss!

What’s the problem?

Search engines are wonderful things, of course, and this isn’t a bad idea in theory, but if your experience is anything like mine, these knowledge bases are chiefly a source of frustration for customers.

Why is this?

  1. Users don’t know what to search for. They may not know the phrases you use internally to categorise certain issues. A human support person would know that when you said you had an issue with your mouse, you might be referring to a problem labelled ‘trackpad’ or ‘cursor’ in the docs.

  2. The articles aren’t well-indexed. Do you, for example, make sure that the error message the user actually sees appears in plain text in the articles, so the search engine has a chance of finding it? Do your articles have extensive tagging with relevant keywords which may not be in the text? If the error is slightly different because they used a different filename, will it still be found?

  3. The search engines aren’t good enough. We’ve been spoiled by Google. Does your search engine understand synonyms? Does it rank pages well? Does it show a good summary so your users don’t have to read all 26 articles returned by their query?

  4. The content is outdated. If the user actually succeeds in finding a relevant article, is it clear that it only refers to version 4.2 of the product running on Android, and not version 5.0 running on iOS, because the latter didn’t exist at the time it was written? Will they know that the solution it proposes can’t possibly work for them? Because this advice is buried in a database, it may be harder for your support staff to know this is a problem.

How to fix it!

I have four pieces of advice for anyone who has, or is considering implementing, a Knowledge Base on their website:

  1. Make sure the full text of your knowledge base is searchable by Google. They will do a better job than you do.

  2. Allocate more, not less, in the way of resources, if you want your documentation in this form. Knowledge Bases are not like blogs. You can’t dump things in there and forget them. Articles need to be reviewed, re-written, re-indexed, re-keyworded and regularly purged if the contents are to remain useful. You need to do this in addition to writing the actually text itself. Customers will not thank you for anything which suggests you believe that their time is much less important than yours. If they have to search through dozens of articles to try and find an answer, it probably indicates you aren’t doing your job. There may be good reasons for using this format for your documentation. Cheapness isn’t one of them.

  3. If you insist on putting your users through this and they still contact you, you should provide better support once they do. For heaven’s sake, don’t just connect them to somebody in a remote location who only has access to the same information! Don’t offer a chat link to somebody who is ‘Very sorry to hear about your problem’ but knows less about it than they do. Connect them to the engineers who produced the flawed product, or the writers who produced the inadequate documentation.

  4. This is the key one: The bigger your Knowledge Base, the worse job you are doing. In most situations, an entry in your Knowledge Base indicates a failure in communication elsewhere. Insufficient documentation, unhelpful errors, unreliable products. Your users won’t generally be consulting a Knowledge Base if everything is going well for them. Treat it as an issue-ticketing system, and reward those whose work means that articles can be removed from it. And make sure you have the processes in place that this actually happens!

In the beginning…

My family are a constant source of useful information. My nephew James tells me he’s just discovered that it’s ‘World Design Day’. (He’s a designer and nobody had mentioned it to him before now. Shocking, eh?)

Anyway, this is another nice episode in what is rapidly becoming a theme on Status-Q. We started with The International Year of Planet Earth, then moved on to the discovery of Earth Day, but World Design Day surely has to be the most ambitious. I mean, where do you start?

Well, I guess you might begin with ‘Let there be light…’?

The Liar Tweets Tonight

This is just brilliant…

The Biggest Event You’ve Never Heard Of?

In a slightly-related follow-up to my recent repost from the archives…

Yesterday, apparently, was ‘Earth Day’. I missed this fact — you may have done so too — but, unlike my brother, I had actually heard of it before, so I knew it wasn’t a marketing ploy by vendors of topsoil and compost. But I thought it was some one-off hippy jamboree back in the 90s.

However, it turns out to be a regular and international thing, which has been going on about as long as we have! He only found out about it because it was included in his Apple Calendar. He went and Googled it, and sent me a link.

Gosh, the ways we find out about things these days, eh? Other people put them in your calendar, and you have to go and look them up to find out what they are. Whatever next?

Anyway happy (belated) Earth Day, everybody! You’ll know for next year…

Daddy, what did you do in TIYOIY?

Sometimes, I find, it’s worth looking back into my blog archives to ponder how the great events of the past have affected the world since.

Do you remember, for example, when we declared 2009 to be TIYOIY?

A remote dawn

Around Christmas and New Year, I was in Scotland in my campervan. I took lots of video footage. Far too much, in fact, so I’ve been gradually working my way through it, on and off, for several months. This evening, I came across this rather pleasing scene. It’s just a still frame captured from video, and on a GoPro too, so the quality’s not great, but I hope you enjoy the view!

This is a dawn dog-walk at Uig on the Isle of Lewis, on New Year’s Eve. Not only was I up at dawn, I had already breakfasted and was setting off for a hike! However, this sounds a bit less impressive when I point out that sunrise in mid-winter up there is after 9am.

The small black blur on the right-hand side, which you may be able to see if you click for a larger version, is Tilly romping in the heather.

Spare a thought for the politicians

I am constantly bemused by the number of naïve people who want to blame politicians for all the evils of the world, and especially those medical evils that are besetting us at the moment. As I pointed out in an earlier post, this is happening in many, if not most, countries — which should immediately give any critical thinkers pause for thought — but let’s focus for the moment on the UK.

The NHS is, as the Guardian so nicely put it recently, “the UK’s unofficial religion”, so to question any aspect of its operation is blasphemy. If the health service were given free rein, clearly everything would be fine and sunny, so, as Epicurus would have wondered, “whence cometh evil?” Other religions usually deal with this problem by inventing the idea of devils, who exist to take the blame for the difficult problems raised by the belief system. Also to blame are heretics, who consort with them, don’t pay sufficient tithes to the gods, and should therefore be burned at the stake. In the modern world, we group these problematic actors together and call them politicians. (Oh, not the ones you voted for, of course. They are the priests.)

Anyway, since we don’t just have a two-party system, and not everybody votes, the majority of the population will probably disapprove of whichever party is currently in power. That party is therefore always an easy scapegoat for significant frustration. And the minister in charge of the particular challenge du jour is probably Beelzebub himself in human form. Certainly, any media outlet suggesting that is going to get higher advertising revenues than one that suggests the opposite, so it’s a meme that propagates by simple Darwinian processes.

But is that really fair?

Now, just to set the scene, let me emphasise that I’m no particular fan of our current government, and I didn’t vote for them. And yes, with hindsight, there are some things that they could have been done better. It’s easy to say that now. We must never forget that they are fallible humans, after all, with fallible advisors, and voted for by fallible people.

But if, like me, you didn’t vote for them, then try assuming, as a thought experiment, that the people you did vote for came to power in the election just a few weeks ago, and had this dumped on them. They would, I hope, if they were smart, have taken broadly the same decisions. Yes, they would. They would have had the same health service, the same civil servants, the same scientific advice from the same scientific advisors and, hopefully, would have followed it roughly as the current government have done. So they would have had the same outcomes.

There might have been variations — the advice they’re given by the experts isn’t unanimous, after all — which might have moved the infection curve forward or back by a week or two. But it probably wouldn’t have been a significant change (unless your politicians chose to ignore the scientific advice completely like a certain transatlantic President I could mention!)

This graph from the FT is a good way to see that most comparable countries to the UK are following a pretty similar trajectory; the UK peak is higher than most, but our numbers are dominated by London’s population size & density, and its transport infrastructure; neither of which are replicated in many otherwise comparable places. If you restrict your view to urban centres, Paris followed a pretty similar curve to London. France, however, has half the population density of the UK overall, and that’s probably a significant factor in limiting the spread on a national scale. And so on.

Anyway, let’s assume that your favourite party is in power and hasn’t done a significantly worse or better job, because they don’t have that many parameters to tweak. Where they might have made different decisions, these would have had other costs of their own: damage to the economy, significantly higher future taxes, closure of businesses leading to higher unemployment, etc. The best choice wasn’t necessarily obvious back then; managing this is almost always about having to choose the lesser of two evils. And now they’re being blamed by the media and everyone on Twitter for the shortage of PPE, tests, and ventilators.

I assume that those who are complaining have never actually set up a vast manufacturing and supply chain combined with an instant nationwide distribution network. You have? OK, well done. But let’s imagine, instead, that you’re a young guy — we’ll call you Matt — and you have no particular expertise in this area but have been put in charge of everything and suddenly had the world’s most difficult supply-chain problem for some time dropped in your lap. You have to try and sort out in days and weeks what would normally take those who do have lots of experience weeks and months.

Assuming you’re up to this superhuman task, let’s compound it with a few problems:

  • You work for a large, bureaucratic, inefficient and slow-moving organisation. You’re trying to organise this on behalf of and with the help of another large, bureaucratic, inefficient and slow-moving organisation.

  • Many of your key decision-makers are not in the office. Some of them are sick. Some are in intensive care. Including your boss.

  • Many of your lower-level staff are also off sick or have child-care issues to deal with because all the schools are closed. It’s a bit like trying to organise this during a Bank Holiday.

  • This is true of every single organisation you’re dealing with. And there are hundreds.

  • There’s a global shortage of materials needed to make your products. Many of those suppliers are just not operating at the moment. Sometimes their governments wouldn’t even let them sell it to you if they could.

  • There’s a global demand for the product itself. Everybody else is trying to buy it, as well as you. Not just everybody nearby. Everybody in the world.

  • You don’t actually work for or have any real authority in most of the companies concerned.

  • All of this is costing you way, way more than it normally would.

  • If you do manage to manufacture this product, then all the delivery drivers who might eventually distribute it for you are busy delivering other things.

  • Sorry, did I say this product? You’re actually trying to do this many times over, for a whole range of different products.

  • And every day, journalists are badgering you with questions about why you haven’t finished it yet – don’t you know people are dying out there?

Now, given all that, I don’t know about you, but I’m not 100% certain that, even if I were Secretary of State for Health, I’d actually be able to sort this out in the next couple of weeks so we can all go back to work.

Would you? OK, make sure you stand for parliament next time around, so we can elect you before the next crisis hits, and it can then be your name in the papers. Personally, I fancy that role even less than I fancy being a health worker with insufficient PPE!

Sports commentary still going on…

Andrew Cotter, the well-known UK sports commentator, posted this rather nice video on his Twitter feed, not having much else to comment on at present.

Towards self-sufficiency

We get nice deliveries of vegetables from a local supplier.

One day, we got a couple of butternut squashes.

Rose fished a few of the seeds out of the bin and planted them.

Soon, we won’t need to get vegetable deliveries any more…

Coronavirus and cavemen

It seems only a few years ago that, when I walked around my house, the lights wouldn’t turn on automatically! For younger readers, I should explain that in the past you actually had to go to a particular place on the wall and press a switch if you wanted to be able to see things!

Can you imagine the inconvenience if, say, you had your hands full at the time? And when you left the room, if you wanted to save power, you’d have to do the same thing again, and then repeat it as you went into the next room. So people had to install switches in all the places they thought they might go in and out of rooms. They had to come up with complex wiring schemes because you might want to turn lights on at the bottom of a staircase and turn them off at the top, when the upstairs and downstairs lights were normally on different electrical circuits!

It’s hard to believe, in this era of easy home automation, that there are some people still living this caveman-like existence, but it’s true, just as there are those who, when they want to listen to the news, turn a physical dial instead of just talking to their smart speaker! Those whose house doesn’t know when they’re in movie-watching mode, so they have to turn the TV on and off with a remote control.

This is, of course, terribly inconvenient for those people who still embrace the ‘retro’ approach to life, but now it has an extra drawback: every one of those switches, buttons, knobs is a hot-spot for potential virus transmission. How are those people meant to protect their family from infection if, carrying in groceries or deliveries from the outside world, they have to press a light switch that everybody else in the family is going to touch later that day? And if, without thinking, they draw the curtains by hand, how many hands will touch the same spot later?

And that’s just home automation. When the lockdown is lifted, just imagine those poor people who have to go back to work in non-automated workplaces! The potential for contagion is terrifying.

But yes, my young friends, that’s what the world really used to be like for most people! Amazing, but true.

Waning gibbous

Moon over Addenbrooke's Hospital

The moon above Addenbrooke’s Hospital, Cambridge, on Friday night. Click to enlarge.

The two most useful web pages for understanding the world today?

There are an awful lot of people just complaining about things at present. They’re either complaining about other people going to beaches and parks, or they’re complaining about their politicians, who should have known better/done more/spent more/predicted the future/not been elected, etc.

This is happening, as far as I can see, on all kinds of media in many countries, so it’s a general commentary on human nature and not specific to any particular government or population. Once you’ve read a couple of articles by your favourite complainer, I’d suggest it’s probably best to go and do something more productive rather than reading any more of it!

Here, however, are two excellent sources that might help you understand what’s really going on in the world, without too much complaining.

© Copyright Quentin Stafford-Fraser