Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Admin |
Letting anonymous readers vote gives you far more feedback, at the cost of knowing who it came from.
The setting
- Open Knowledge from the product tray, then Settings.
- Under Content Management, select Anonymous voting on articles.
- Save.
Why to allow it
Most readers of a public help centre are not signed in. Requiring sign-in to vote means almost nobody votes, and the handful who do are not representative.
Voting is the cheapest signal you get about whether an article works. More of it is better, even imperfect.
What you give up is narrower than it sounds. Every vote is recorded either way; what is only recorded for signed-in readers is who cast it. So the counts stay usable and it is the follow-up conversation you lose.
How to read the numbers
Not as a score. Articles about frustrating problems get negative votes regardless of quality, because the reader is annoyed about the problem rather than the writing.
What is worth attention is a change: an article that was rated well and now is not usually means the product changed and the article did not.
Look at the outliers
The most-read article with the worst rating is your best improvement for the least effort. That is the report worth running, rather than tracking an average.
Votes are not the only signal
Searches that return nothing, and tickets about subjects you have articles for, both tell you more. Voting is easy and shallow; use it to find candidates, not to draw conclusions.
Comments
0 comments
Article is closed for comments.