Every Monday at ten our own support team opens the gaps report and spends fifteen minutes on it. The rule is three fixes a week, no more.
How we pick the three
The report sorts topics by the number of questions that had no source. We take the top topic, the oldest topic that keeps coming back and one question someone flagged as embarrassing.
What a fix looks like
Usually one new section on an existing page. Sometimes a correction where two pages disagreed. Rarely a new page.
What we stopped doing
We no longer keep saved replies. When an answer is worth saving, it is worth putting where customers can read it too.