User:Torley Linden/RKI

Rapid Knowledge Iteration

The purpose: time-effective, Resident-guided, incremental updating of Second Life help.

1. Scan Second Life Answers daily.
   • Observe patterns (like that show Fringe) and clusters around a focused topic.
   • Are there hot threads where answers ARE NOT or are PARTIALLY in the Knowledge Base?
   • What about other opportunities to "connect the dots" and expose existing resources? For example, a Resi may have a great tip we didn't include.
2. Prepare to edit/add appropriate KB article. Take notes, fact-check.
3. Update the KB article. In some cases, additional pictures and/or videos "fill the gap".
4. Post in the thread and contact awesome helpful volunteers to let them know, the next time this question comes up, our knowledge base article will be better! Encourage volunteers to QUOTE article snippets and LINK TO sources — and emphasize that "If this helped you, share it with a friend!" to get the word out.
5. Lather, rinse, repeat to continually improve article.

Examples of articles where this worked awesomely:

• Blog FAQ
• Opening boxes

... and others highlighted on http://secondlife.com/tnt