What to look for when seeking a self-‐service knowledge solution

By Rob Bamforth and Clive Longbottom

When looking for a self-service knowledge solution, it can be hard to distinguish between vendors. Most make very similar claims about the capabilities and benefits of their product. To make an informed choice, it is necessary to go beyond marketing rhetoric and assess the specifics of each vendor’s offering. Does the vendor’s feature set support the way in which you envisage implementing self-­‐-ervice? Can the vendor help to deliver an ideal customer experience? Just as important, is the vendor someone with whom you can see yourself happily working?

This guide gives advice on assessing vendors with some examples and checklists of desirable criteria.

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