There’s a new workshop for KCS outside of support.
You know KM works. You probably want to share the good news. But mention “knowledge management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.
In Support, we know it doesn’t have to be like that. In Support, we use KCS. And KCS works. And KCS works for other parts of the company, too.
Because KCS started in Support, we’ve baked in a lot of Support-specific stuff: cases or incidents, first contact resolution, call deflection…read through the KCS Practices Guide and you’ll see why other people in the company think it’s not for them.
But when you step back and look, almost every department has interactions or units of work (like Support cases) and systems of record (like Support CRM systems) and everyone is learning information that would be useful to share.
- Product managers answer product functionality questions from account managers and sales engineers
- HR advisors interpret benefits policies for employees
- Professional services staff write RFP answers in proposals, and learn things during client engagements
- Legal teams write contract language
- Product development and data center operations staff answer questions about known issues
So, the KCS Practices Guide as it stands today isn’t very useful to the rest of the company, but the ideas are essential!
We’ve put together a new workshop called Commonsense Knowledge that takes the big ideas behind KCS and makes them applicable to other job functions. We’re holding our first Commonsense Knowledge Workshop in September.
If you’ve ever wanted to share KCS with your colleagues, now’s the time! Encourage them to sign up today.
ps – we also have a support- and service desk-centric version of our workshop in July.