Jean-Marie Van Cutsem
Knowledge : Measuring The Effectiveness
Looks like the publication has been a success, you can clearly see the uptake in successful conversion of searches into knowledge that can be applied by our remote workers.
Lessons learned :
You can send as many emails or publish information on any internal communication channel. The Self-Service Portal remains the first point of contact as the users know that they'll find something 24 by 7.
If your users don't find it we will know and we can take corrective measures.
This is part of the Continual Improvement Culture in an organization.
If it Works4Me then it Works4You