Content Assessment & Services

Safeharbor's Content Assessment suite of services provides companies with a detailed analysis of the content in their customer support knowledge base. The assessment checks for important factors such as whether customers can understand the topic being discussed – is it written in “human” language or tech speak? Another important factor is the use of visual content to support text explanations or instructions. The Safeharbor Content assessment provides both the assessment of your web self-service site and the recommendations for increased content usability, quality, and organization.

The Content Assessment services also provide a complete strategy to restructure or convert content to extract the most value from your company's knowledge base. You receive a final assessment report at the end of the Site Usability Assessment service engagement with tactical recommendations based on industry benchmarks.

The Content Assessment suite of services includes:

• Content Usability — Assessment of content against industry best practices
• Content Analysis — Analysis of the quality and complexity of the content
• Workflow Analysis — Analysis of the company's content management workflow
• Taxonomy Recommendation — Structure and organization of content
• Gap Analysis — Identification of gaps in content and specification of new content requirements
• Style Guidelines — Style guide for content development
• Content Templates — Standardized templates for a variety of content types
• Duplicate Analysis — Analysis of multiple knowledge bases

Safeharbor Content services assess, create, transform, and manage knowledge base content or content management processes. The process of managing customer support content becomes increasingly complex over time as the volume and type of content increases. It is critical for companies to streamline content development and management in order to ensure that the content is timely, accurate, and relevant. Safeharbor’s range of Content Services manages these critical factors to provide customers with the best experience possible.

Safeharbor's Content Conversion service unifies and transforms existing company knowledge into a common structured XML format. Structured data means increased flexibility, portability, and automation in knowledge usage. This type of streamlined content management results in lowered resource requirements and ongoing cost savings. Safeharbor can work with existing repositories of knowledge to streamline knowledge base articles that may be in multiple formats and locations.