AnswerBase Quality Guide

Purpose

The purpose of this guide is to establish quality expectations for AnswerBase.

Quality Expectations

Answers

Answers in AnswerBase should have the following characteristics:

• More than just a yes or no answer
  • Answers should contain a supporting narrative.
    • The supporting narrative should accurately explain why we are answering yes or no to a question.
    • The supporting narrative should refer back to a control, product feature, policy/procedure, etc. that justifies our yes or no answer.
      • We are not obligated to provide the supporting narratives to customers in questionnaires.
      • The supporting narratives will enhance all team members’ understanding of the topics covered by the answers.
      • The supporting narratives will help establish AnswerBase as a true knowledgebase for all team members.
  • Answers will be reviewed for accuracy on at least an annual basis.

Tags

• Answers should have tags assigned to them.
  • Tags will support quicker and smoother searching for team members.
  • Tags will be reviewed for accuracy on at least an annual basis.

Libraries

• Libraries should have appropriate names and descriptions assigned to them.
  • The names should describe the nature of the answers contained within each library.
  • The descriptions should further describe the nature of the answers contained within each library so every team member accurately understands what they are viewing when they enter a library.
  • Libraries that are not populated with content should have (COMING SOON) appended to the library name.
  • Library owners should represent the SME responsible for maintaining the library.
  • The justification for a library’s existence should be evaluated on an annual basis.
  • Libraries should be decomissioned when their existence is no longer justified.
    • Libraries should have a decomissioned date, which should be communicated through the library description. Example: ***This library is set for decommissioning on YYYY/MM/DD*** Description of Library
    • The decomissioned date should be 30 days after a library is determined to be unjustified.