Surveys 2016 March K Knowledge Management Survey Draft

Knowledge Management Survey Draft

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Exit Survey

We are currently in the process of revamping the help desk wiki and would like to gather input regarding the type of changes or additions that would make it more usable. The intention of the wiki is to be the primary knowlege base that technicians use to provide end user support. Our goal is to streamline the information to make it more organized, easily searchable, and become more useful for staff. Please respond to the following questions so that we can gauge current usage and set a baseline of how the tool is used currently:     * When you cannot easily answer a support question, what is your process to find the answer? (Please rank your choice resource 1-6) Google -- Select --123456 Wiki -- Select --123456 Supervisor -- Select --123456 Peer -- Select --123456 Search Through Email -- Select --123456 Escalate via ServiceDesk -- Select --123456       * How often do you visit the wiki?   Every time I get a support call (aside from password resets)   Daily   1-3 Times a Week   A Few Times a Month   Rarely   I've Never Used the Wiki for Troubleshooting       * How easy is it to find an answer to what you are looking for when using the wiki? Extremely Easy Somewhat Easy Somewhat Difficult Too Hard, Why Bother       * What methods do you generally use to navigate the wiki? Check all that apply   Use Search Field for Phrases   Use Search Field for Keywords   Scroll Through Blog Posts   Browse Recently Updated Articles   Click Through Table of Contents       * While engaged in live troubleshooting, would the addition of keyword tags or labels increase the likelihood of using the wiki as a resource? Yes No       * Would the addition of topic specific FAQs make the wiki a more usable resource? Yes No       * Are there particular topics you would like to see expanded? If so, what are they?       * Do you feel the organization of the article topics is navigable and intuitive? If not, how would you suggest they be better organized to quickly find information?       * Do you have any any general comments or suggestions to improve the wiki or to make it work better for your needs?       Is there a particular topic/item that you wish you could request more in depth one-on-one training on? If so, what is it?