Once you have published your article(s), it is important to monitor customer engagement with your content so that you can revise and adjust the content per customer feedback.
Typically content left unmaintained degrades and results into a steady decline of customer sat. On average the customer sat on stale content degrades with 2% per month up to 18 months.
The following sections in this guide should provide you most of the info you need to understand what is happening in the ecosystem with your content, why it is happening, and what to do to act on those issues in an effective manner.
SkyEye is the data platform for docs.microsoft.com. SkyEye first brings all the content related data from multiple sources into one single data model. All reports and tools provided as part of SkyEye use the same data model so all data in the various reports is consistent. There are multiple ways to get to the same data and you might find some more suitable than others for your specific team workflow.
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Interpret data and customer feedback
This section speaks to what content data is available in what reports. It also covers how to filter the data in each report to the scope you are interested in, e.g. just for your articles, just for your team, just articles that are popular, etc.
The data and reports available range from data on one single content topic, to a to-do list compiled for a given author, to summaries by author, manager, product or service, and to full data sets in raw format available for those wanting to build their own reports.
Act on data and customer feedback
This section speaks to the type of actions you can take to improve your article adoption, customer sat, and community health. It also addresses how those relate to and impact key content health metrics. The actions range from addressing issues in your article, to addressing customer contributions and engaging with the community.
The docs.microsoft.com open publishing features enable customers and the community to contribute their knowledge by submitting contributions through GitHub pull requests. The user generated and user contributed content is a key part of the docs.microsoft.com experince. As the maxim goes ‘No one knows everything’, the ability to accept customer and community contributions helps address gaps that may exist in articles, thus making our documentation not just ‘good enough’ but exceptional.
Analysis of customer CSAT trends shows that authors’ responsiveness to feedback and contributions has a positive correlation with customer satisfaction. For example, articles for which Livefyre comments or questions were answered on an ongoing basis have seen a CSAT up to 10%-30% better than articles with unanswered comments.
This section explains all the ways you can proactively use data about your content, such as customer ratings, trends of visits, referral sources, and so on. It also refers to sources that you can use to proactively get answers to typical questions such as "Which are my most highly viewed articles?", "Which actions taken on an article are most likely to improve CSAT?".
- If you just need a pointer to the most commonly used reports and their description you can jump to Quick References and Job Aids.
- If you just need a quick checklist to use each time you review an article, jump to Checklist to maintain healthy content.
- For an author to-do list, an alternative way is to just type your author alias in the SkyEye Search and use the author report. It lists the same items you can take action on for your area, near the top. Down the page after the summary, each article has its own to-do list in the same format.