Author Archives: David Kay

Just A Little About Surveys

Posted on April 18, 2012 by David Kay

Surveys are top of mind for me right now.  We’re in the middle of a couple of survey projects, and surveys inevitably come up whenever we talk about loyalty, satisfaction, and self-service effectiveness.  Doing customer service and support surveys is a … Continue reading →

Posted in Measures, Voice of the Customer | Leave a comment

KCS is a Whiteboard

Posted on April 3, 2012 by David Kay

At a recent Consortium for Service Innovation team meeting, Adam Strong of Red Hat said something that really resonated with me:  “KCS is a whiteboard.”  I knew at once what he meant—and it’s a really powerful way of thinking and … Continue reading →

Posted in Culture, KCS | 2 Comments

Communicating the What and the Why: Intuit Does it Right

Posted on March 5, 2012 by David Kay

    Effective, persistent communication is the cornerstone of KCS.  Team members need to be engaged emotionally—to feel like they’re part of a big, important quest—and practically—knowing exactly what they need to do. Rather than saying anything more about this, … Continue reading →

Posted in Coaching, Culture, KCS, Lynchpins | Leave a comment

Hack Your Knowledgebase

Posted on February 16, 2012 by David Kay

We all hate our knowledgebase tools sometimes.  We might like the people we work with at the vendor, and there are those really cool features, but…seriously?  I can’t just get a list of all the articles Joe has written?  I … Continue reading →

Posted in KCS, KM, Lynchpins, Technology | 3 Comments

2012 Kickoff: What’s Happening in KM and KCS

Posted on January 3, 2012 by David Kay

I was going to do a “New Year’s Resolutions for Knowledge Program Managers” blog post, but really, it’s the Tuesday after New Years.  Who wants to be nagged?  So I decided to highlight some of the things that we think … Continue reading →

Posted in Announcements, KCS, KM, Social Support | Leave a comment

Writing? Or Communicating in Words?

Posted on December 14, 2011 by David Kay

“KCS seems like a good idea…unfortunately, our people don’t have the writing skills to create knowledgebase content.” “You know, English isn’t the first language for many of our people.” “Maybe in the future, we’ll hire people who know how to … Continue reading →

Posted in Uncategorized | 1 Comment

Is Knowledge Really an Asset?

Posted on November 22, 2011 by David Kay

“Knowledge is the key asset of the support organization.” The KCS Practices Guide, v5.1 The Consortium for Service Innovation If I had a nickel for every time I quoted the KCS practices guide and asserted that knowledge is an asset…I’d … Continue reading →

Posted in KCS, KM, Measures | Leave a comment

The Big Ideas Behind KCS

Posted on September 6, 2011 by David Kay

Back when I was first exposed to KCS, in 1998 or so, it was very principles-focused.  Perhaps this is a polite way of saying, we hadn’t yet figured out very specific guidance to give support organizations, so we talked in … Continue reading →

Posted in KCS | 1 Comment

Six Simple Measures for Community Managers

Posted on August 16, 2011 by David Kay

Not long ago, it seemed like there weren’t any reasonable measures for the health and effectiveness of communities; now it seems like there are too many!  We often see eSupport and community leaders trying to grapple with page after page … Continue reading →

Posted in Measures, Social Support | 1 Comment

Do We Really Have To Do This Globally?

Posted on August 2, 2011 by David Kay

“Oh, sure, I mean, we’ll roll it out globally eventually, but is it really worth it to fly people in from all around the world for a design workshop?  Can’t we just figure it out first, and then tell them … Continue reading →

Posted in Culture, KCS, KM | 4 Comments