Red and green street signs with blue sky with words Right and Wrong Right versus Wrong

Stop Searching for the Right Answer!

When implementing knowledge management, it is important to remember that people are not searching for the right answer. They are searching for the right question. That is, they search for a question or issue that most closely matches the question or issue they want answered or resolved. When they find the question, then they open the knowledge article with the expectation of finding the answer to the question. This realization that people do not search for the right answers but for the right question is key to developing a successful self-service knowledge base.