How frequently should knowledge be reviewed for updates in KCS?

In KCS (Knowledge-Centered Service), the frequency of knowledge review is crucial for maintaining the relevance and accuracy of the information. Knowledge should be reviewed periodically, informed by usage metrics and relevancy assessments. This approach ensures that knowledge remains useful and up-to-date, reflecting the current needs of users and the organization.

Periodic reviews allow teams to analyze how often specific knowledge articles are accessed, the rate of successful resolutions associated with them, and shifts in user needs or feedback. By assessing these metrics, organizations can identify which articles require updates, enhancements, or potentially retirement, thus ensuring that the knowledge base evolves alongside changing circumstances.

This method contrasts with less responsive approaches, such as reviewing knowledge only once a year, which may overlook significant changes in service or documentation needs throughout the year. Similarly, tying reviews to new employee onboarding or solely to management requests could lead to gaps in knowledge relevancy and potentially hinder the effectiveness of the knowledge management process.