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Thierry Craps
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How to beat the 90-9-1 rule?
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One of the biggest challenges each knowledge manager is facing when launching an online community is about contribution. The 90-9-1 rule explains that 90% of users only read, 9% contribute from time…
Tagged: rule, 90-9-1, sharing, knowledge
Started this discussion. Last reply by Brett Ferguson Oct. 14, 2009.
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Thierry, I do not have this challenge, so I can't directly relate; however, I find myself wondering whether you should be focused on volume of content vs. quality of content.
I don't know the answer, but as member of communities I am attracted to v…
Hi Thierry,
This is a great question--and although there is an answer, unfortunately there is no magic answer.
Solving this problem comes down to *engagement* which equates to either an uber-passionate, self-starting community OR resources dedicat…
Hello Valerie,
At SWIFT, we rely on a dedicated group (knowledge base coordinators representing each support centre) and my team (acting as a central one). We have defined various processes such as:
- Peer review
- Quality review (English, complian…
One of the biggest challenges each knowledge manager is facing when launching an online community is about contribution.
The 90-9-1 rule explains that 90% of users only read, 9% contribute from time to time and 1% of users account for most of the c…
Profile Information
- Are you a corporate member of the Technology Services Industry Association (TSIA)? Please note: corporate membership is NOT required for participating in this forum
- YES - Support Services Discipline, SSPA
- First name
- Thierry
- Last name
- Craps
- Company
- SWIFT
- Level
- Individual Contributor
- Primary Job Function
- Operations
- Please provide a brief bio and collaboration interests (not required)
- Lead knowledge management specialist @ SWIFT. Product manager of SWIFT Knowledge Base and in charge of the global knowledge sharing initiative for ITOPS and Support division.
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