User:Torley Linden/RKI
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Rapid Knowledge Iteration
In-progress... always.
Purpose
Time-effective, Resident-guided, incremental updating of Second Life help based on what Residents can practically and really use, as opposed to what hypothetically might be important. Quick adjustments are done to swiftly evolve an article into a much higher state so the answers are available JIT. Philosophy, we be rockin kaizen!
This is also how the wiki general model works, as opposed to old-skool "Release a new set of encyclopedias every year".
Process
- Scan Second Life Answers and related resources daily.
- Observe patterns (like that show Fringe) and clusters around a focused topic.
- Are there hot threads where answers aren't 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.
- In the case of a FAQ, from your firsthand experiences with the product, what's most important? What would you (in the Residents' shoes) want to Q&A? Write those down ASAP so not only are they captured, you remember them.
- Focus on disproportionately important topics, which there'll always be. In other words, where could you spend 15 minutes and end up saving hours of cumulative time for others, Lindens and Residents alike?
- Prepare to edit/add appropriate KB article.
- Take notes, fact-check.
- Giving a day or so for the subject matter to gel is fine. Inspiration strikes at odd times.
- Update the KB article.
- In some cases, additional pictures and/or videos "fill the gap".
- Post in the thread and contact awesome helpful volunteers to let them know.
- "The next time this question comes up, our KB 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.
- Remember, this wiki is Resident-editable, they're empowered to enhance it themselves without waiting around for one of us.
- Lather, rinse, repeat to continually improve article.
Examples
Articles where this worked awesomely (see page histories for evolution):
... and others highlighted on http://secondlife.com/tnt