Leveraging the Article Quality Index (AQI)

Coaching is a crucial component of Knowledge Centered Support (KCS) to ensure consistent, high-quality knowledge base articles. Effective coaching sessions can significantly impact the quality and accessibility of the knowledge base, ultimately improving customer satisfaction and reducing support costs. One valuable tool for measuring and improving article quality is the Article Quality Index (AQI).

What is the Article Quality Index (AQI)?

The AQI is a scoring system that assesses the completeness and effectiveness of a knowledge base article. It typically includes criteria such as:

• Completeness: Does the article cover all relevant topics and provide sufficient detail?
• Accuracy: Is the information correct and up-to-date?
• Clarity: Is the article easy to understand for both technical and non-technical users?
• Resolution: Does the article effectively guide the user to a solution?
• Accessibility: Is the article easily searchable and discoverable?

How to Use the AQI in Coaching Sessions

1. Review Articles Together: Start each coaching session by reviewing a specific article with the coach. Use the AQI criteria to assess its quality.
2. Identify Areas for Improvement: Discuss any areas where the article falls short. For example, is it missing essential information, or is the resolution unclear?
3. Provide Constructive Feedback: Offer specific suggestions on how to improve the article. Use the AQI to guide your feedback, ensuring that the coach understands the areas that need attention.
4. Encourage Collaboration: Work together to brainstorm solutions and refine the article. This collaborative approach can help the coach develop their skills and improve their confidence.
5. Track Progress: Regularly review the coach’s articles and track their progress using the AQI. This will help you identify areas where they are improving and where they may need additional support.

Benefits of Using the AQI in Coaching Sessions

• Improved Article Quality: By focusing on the AQI criteria, you can help coaches create more complete, accurate, and effective articles.
• Increased Consistency: Using a standardized scoring system like the AQI can help ensure consistency across the knowledge base.
• Enhanced Coach Development: Coaching sessions that focus on the AQI can help coaches develop their knowledge, skills, and confidence.
• Better Customer Experience: High-quality knowledge base articles can lead to improved customer satisfaction and reduced support costs.

By incorporating the AQI into your coaching sessions, you can help KCS coaches create exceptional knowledge base articles that empower customers to find solutions independently. This, in turn, will contribute to a more efficient and effective support organization.