DB Kay develops industry resources for knowledge management, self-service, and social support professionals. Many of these resources link to partner sites, which may require registration.
Knowledge Management Best Practices
- Collective Wisdom: Transforming Support with Knowledge (with Francoise Tourniaire) – via Amazon.com
- Video: KCS in Five Minutes
- Video: Is Your KCS Really KCS?
- Knowledge Management Self-Assessment Tool (with InQuira)
- Breakthrough Knowledge Management
Self-Service Best Practices
Support Best Practices
- The New Imperatives: Best Practices for Issue Resolution
- Making Service and Support Your Revenue Engine (with Consona)
- Making Support Social (with Consona)
Measurement and the Business Case
- Techniques for Estimating Self-Service Contact Deflection
- Applying the Balanced Scorecard to Support
- KCS Measurement Matters: Different Measures for Different Phases (with CSI staff and other CSI members)
- KM Tools: The Business Case for a Fresh Start (with Consona)
Knowledge-Centered Support Case Studies
- Progress Software: Investing in People and Process
- Legato: A Focus on Quality
- VeriSign: Learning from Knowledge
- Mentor Graphics: Team Measures in KCS
Social Support Case Studies
Technology and Vendors
- How to Write Effective RFPs
- Perspectives on Taxonomy, Classification, Structure, and Findability (with Greg Oxton and John Chmaj)