FOR
IMMEDIATE RELEASE
HDI Publishes Collective Wisdom:
Transforming Support Through Knowledge
Authors Francoise Tourniaire and David Kay Present First Book on
Knowledge Management for the Support Industry
COLORADO SPRINGS, Colo. – January 24, 2006 – HDI, the world's largest membership association for IT service and
support professionals and the premier certification body for the industry, has
announced the publication of a new book, Collective
Wisdom: Transforming Support Through
Knowledge authored by Francoise Tourniaire and David Kay, two well-respected knowledge management experts. The new book is
significant because it represents an industry first. While there are many
books on support, and many books on knowledge management, Collective
Wisdom is the first book on knowledge management for
the support industry. Collective Wisdom: Transforming Support Through Knowledge provides IT service and support
professionals with a comprehensive overview to the role of knowledge management in the support environment. The book addresses:
·
How to create and maintain knowledge
·
How to deliver knowledge inside the support
center and through self-service
·
How to organize and staff for knowledge management
·
How to understand, select and implement
technology
·
How to measure
knowledge management
·
How to make self-service work
·
What the future holds for knowledge management and
support
In addition, Collective Wisdom: Transforming
Support Through Knowledge includes a
knowledge management tool requirements checklist template and glossary.
“While
most people believe there's ROI from implementing
knowledge management,
they're rarely able to state what it is in a way that's clear to executives.
Collective Wisdom lays out the
business case clearly, commented
Ron Muns, founder and CEO of HDI. “HDI research shows that self-service is at
the top of support executives' priority lists, but organizations rarely deliver
a self-service that works as much as 50% of the time. Collective Wisdom shows how to drive
self-service that really works or customers.”
Collective
Wisdom: Transforming Support Through Knowledge is available
for purchase on HDI's eStore at http://www.thinkhdi.com/estore.
Media who would like review copies of Collective Wisdom: Transforming Support Through Knowledge should contact Jennifer McClure
of New Communications Strategies at (650) 331-0083 or jenm@newcomm-llc.com
About the Book:
Title: Collective
Wisdom: Transforming Support Through Knowledge
Publisher: HDI
Pages: 343
ISBN #: 1-57125-000-X
HDI Member Price: $49 /Non-member Price: $59
About the Authors:
Francoise
Tourniaire has more than 20 years' experience as a support and
services executive. Prior to founding FT Works (http://www.ftworks.com) in
1998, she was vice president of worldwide service at Scopus, a leading customer
relationship management
(CRM) tool manufacturer. Before that, she held executive and management
positions with Intel, Sybase and Ingres. She's the author of The Art of
Software Support and Just Enough CRM, both published by Prentice
Hall. She's an active contributor to SSPA News and Sbusiness, as
well as a regular speaker at support industry conferences. She holds a
Bachelor's and Master's in Mathematics from the University of
Paris, France, and a Ph.D. in Math and Science Education from the University of California at Berkeley.
David Kay, principal of DB Kay & Associates
(http://www.dbkay.com), has been an innovator of using technology in service of
knowledge-intensive business processes like customer support since 1984. He has developed business processes
and applied software that has empowered knowledge workers in the fields of
customer service, e-commerce, library science, business intelligence, software
development, and national intelligence analysis. Kay held
leadership roles at Kanisa Inc.and launched DB Kay & Associates in
2003. Kay also led TRW Search Access and held product management and marketing positions at NeXT Software and Apple
Computer. Kay has been recognized with a Consortium Innovator Award from the
Consortium for Service Innovation for his contributions to their
Knowledge-Centered Support and Adaptive Organization initiatives. He is co-inventor
of six pending patents covering the use of next-generation technology in customer service. Kay is certified by HDI to teach the KCS
Foundations workshop, and is an HDI-certified Help Desk Manager. He worked with
industry-leading support organizations at Microsoft and Apple Computer and
vendors such as Siebel Systems and Genesys to develop concepts that contribute
to Unified Service Practices.
Kay graduated from Dartmouth College with an A.B. in Computer Science.
About HDI
HDI is the world's largest membership association for IT service and
support professionals and the premier certification body for the industry.
Founded in 1989, HDI's mission is to lead and promote the IT service and
support industry by empowering its members through access to timely and valuable industry information,
including reports and publications; encouraging member collaboration through events and
online forums; and establishing internationally recognized, standards-based
industry certification and training programs. In addition to membership, certification and training, HDI
produces the world's largest and highest-rated event for service and support
professionals, the HDI Annual Conference & Expo. HDI is member-focused, and remains vendor-neutral
in its efforts to facilitate open, independent networking and information
sharing within the association network. HDI has more than 7,500 members worldwide including many of the
Fortune 500, and 60 local chapters in North America. For more information, visit http://www.thinkhdi.com.
###
Media Contact:
Jennifer
McClure
New
Communications Strategies
(650)
331-0083 - office
(650)
387-8590 - mobile
jenmcclure@newcomm-llc.com
www.dbkay.com Homepage