An increase in tickets or consultation requests or emails lets me know that some of content in my service’s knowledge base could be problematic.

Information can become inaccurate or outdated. In fact, some information can be inherited, so content that I find poorly written or poorly organized could be because a certain amount was never overseen by me in the first place.

So I periodically conduct content audits to overhaul unneeded material, reduce redundancies, and improve the information that users access.