Written by Carla Verwijs on . Posted in Blog.

KCS Europe Team Meeting “Evolution of content” (Day 2)

On the second day of the KCS Europe Team Meeting, an OpenSpace technique was applied. In case you don’t know this technique: participants write down a topic or question they would like to discuss. The other participants chose which topic to join for discussion. However, if they’re done talking about this topic, they are free to go to another topic. The person who brought up the topic, summarizes the discussion in the end.

I first joined a session about the creation of content parallel to solving the issue. A few tips came about relating to fast creating content (because it’s mainly about speed – many service employees are worried that creating content will take too much time). For example, emphasizing “sufficient to solve” (enough content for resolution, just not perfect), no pictures in the first version (pictures take time, which can be done during the review, and it’s not certain that the article will be reused) and a good Content Standard that sets expectations.

The next session was a brainstorm about a topic that I raised: how can we promote KCS to the outside world? This question arose from the fact that I’m surprised how little familiar KCS is, in the knowledge management community and in the Netherlands. Some of the suggestions from the brainstorm included setting up a local (e.g. Dutch) community, presentations, roadshow, small business case descriptions (most cases are about large companies – small companies don’t recognize themselves in the cases), translation of the study material and exam in the local language.

After the OpenSpace sessions, we listened to an interesting presentation from SDL about Dynamic Language Translation. This presentation also discussed the localization issue we mentioned in the OpenSpace brainstorm session. Do you know that 75% of all web interactions take place in a language other than English? Localization not only deals with language, but also use of colour, currency, date format – this presentation only discussed the aspect of language and translation. When is machine translation the best choice, when is it better to choose for human translation and when to use post-edit? The latter is the preferred method. After machine translation, a human translator checks the material.

During the final presentation, PTC (mentioned earlier) talked about proactive / predictive customer support and AI. Based on data collected and the user profile, a notification is sent to the user if a problem has been found. The customer (user of the product or system) doesn’t need to experience the issue at that time, but can make adjustments (from the knowledge article in the notification), which will prevent the issue from occurring at all. In addition, PTC has a virtual support engineer, named Dylan. Dylan helps users, who approach the portal with a question, to find the right solution. This virtual assistant works better than when customers would search for themselves. Dylan is based on machine learning, so will become better over time. This is all very much in its infancy, but results have been very positive so far. The Europe Team meeting was very interesting and because of the relatively small group (about 20 participants), there was a lot of interaction. This worked less for the OpenSpace sessions, here the groups were sometimes too small. I learned a lot and hope to attend more meetings in future!