What should be done if a knowledge article does not resolve an issue?

When a knowledge article does not resolve an issue, the best course of action is to update the article with new information or escalate it for further review. This approach focuses on improving the existing knowledge base rather than starting over or disregarding the information already available.

Updating the article allows capture of relevant data from the current situation, which can enhance the article's effectiveness for future users encountering the same problem. If additional expertise is needed, escalating the issue ensures that knowledge workers can collaborate to refine the information or address any gaps in understanding.

This method emphasizes continuous improvement in knowledge management, ensuring that the knowledge base grows more comprehensive and useful over time. Creating a new article from scratch or deleting an article could lead to fragmentation of information and unnecessary duplication, undermining the overall goal of maintaining an effective knowledge management system. Similarly, ignoring the article limits opportunities to enhance the existing resource.