Research framework for maintaining a Philippines knowledge base

Create articles from repeated questions and verified resolutions. A draft based on one unusual case should be labeled as an exception, not promoted as a general rule.

Each article needs an owner, audience, effective date, review date, source or policy reference, and escalation instruction.

Measure search success through deflection, helpfulness feedback, reopen rate, and outdated-article reports. Page views alone do not show whether the answer worked.

Retire or revise content when the underlying tool, policy, or workflow changes. Keep a short change note so the support team knows what moved.

Method note: clear written procedures support consistent training and management; see SBA guidance at sba.gov