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- Hack Your Knowledgebase | DB Kay & Associates on Suggested New Years Resolutions for KM Vendors
- David Kay on The Power of Feedback
- The Power of Feedback | CallCenterBestPractices.com on The Big Ideas Behind KCS
- The Big Ideas Behind KCS | DB Kay & Associates on The Power of Feedback
- The Big Ideas Behind KCS | DB Kay & Associates on Suggested New Years Resolutions for KM Vendors
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Category Archives: KCS
Hack Your Knowledgebase
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
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2012 Kickoff: What’s Happening in KM and KCS
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
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Is Knowledge Really an Asset?
“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
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The Big Ideas Behind KCS
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
Do We Really Have To Do This Globally?
“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
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The Power of Feedback
Last time in this space, we discussed the power of appreciation. Let’s explore another primal human need—the need to answer the question, “how am I doing?” It starts early. Watch a small child doing something new: she will be looking … Continue reading
Posted in Culture, KCS, Measures
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Sustainable Knowledge
Sustainability isn’t just a trend. Creating and fostering sustainable environments at work and at home are “what’s happening,” for very good reasons. Resources are becoming more and more limited, which requires us to do more with what we have. By … Continue reading
You are not a scalable model
We mean this in the nicest way, but you don’t scale. You’ve put yourself in that process step with the best of intentions. You’re going to write the Content Standard by yourself because everyone else is so busy, and it … Continue reading
Posted in KCS, KM, Lynchpins
4 Comments
KCS, Compliance, and Risk Management
(HT @Brett for the great question!) I’m often approached by organizations that are attracted to the idea of KCS, but are concerned about how it will work in their environment because of the perceived risk. We find this most … Continue reading
Posted in KCS, KM
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Unreasonable Overcommunication
Several times over the past six months, I’ve been sitting with KCS program managers who are discouraged and frustrated… really frustrated. They feel like they’ve been doing everything they can reasonably do to communicate, and people still aren’t getting it. … Continue reading
Posted in KCS
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