Author: David Kay

  • Picking the Right KCS Coaches

    Picking the Right KCS Coaches

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    We’re doing a webinar with the KCS Academy called KCS in Action: Coaching and Licensing on October 2.  In this blog post, we’re providing a sneak preview of one of the topics we’ll be covering: picking KCS coaches. We have never been part of a successful KCS implementation that didn’t also have a healthy coaching…

  • David’s Favorite Business Books–A DB Kay Library

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    Most of the business books I read don’t leave much of an impression.  These are the ones that did. 

  • Listen Up! Strategies for Hearing the Voice of the Customer (VoC)

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    VoC to the Rescue One of our clients does a fantastic job supporting a critical and complex hardware, software, and wireless networking solution.  But, they faced a familiar challenge: since customer satisfaction was so high, the C-suite wondered aloud if they were overinvesting in Support.  Support budgets came under increasing scrutiny. Fortunately, this company has…

  • KCS Principles Can Fix Content Management

    KCS Principles Can Fix Content Management

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    We’re covering a big topic, so this is a longer post than usual.  TL;DR: Apply KCS principles to Content Management, too. We’ve written before about the differences between KM and CM (see Knowledge Management vs. Content Management).  Briefly, KM focuses on short structured articles that are about one thing, while CM focuses on longer-form content…

  • Changing Expectations of Support

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    The Association of Support Professionals (ASP) recently published a report entitled The Changing Expectations of Support (membership required, and I encourage you to join if you haven’t!).  It’s eye-opening.  The clear message is, what was good enough no longer is. Here are some of the thoughts I shared with Al when he interviewed me for…

  • What is KCS v6 Certification?

    What is KCS v6 Certification?

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    Are you interested about all the recent talk around Knowledge-Centered Service (KCS) v6 Certification? We thought it might be helpful to answer some common questions and provide some resources. KCS v6 Certifications There are three types of KCS Certifications available for the current v6 version of KCS. They are industry certifications awarded to people who…

  • The Care and Feeding of Taxonomies, Part 3: How to Design Them

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    Having said why it’s important to get taxonomies right, and what makes a good taxonomy, I should let you know how you can do taxonomy design on your own.  In our taxonomy workshops, we facilitate organizations through this design process: We find two days to be a good length of time to devote to this process,…

  • KCS Success By the Book: Extreme Networks Does It Right

    KCS Success By the Book: Extreme Networks Does It Right

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    The Consortium for Service Innovation just published a new KCS case study we wrote highlighting the success of Extreme Networks in implementing KM, self-service, and communities.  I encourage you to read it—there are good lessons for any KCS practitioner. In this blog, I’d like to complement the case study with my perspective as their consultant. …

  • The Care and Feeding of Taxonomies, Part 2: What Makes a Good Taxonomy?

    The Care and Feeding of Taxonomies, Part 2: What Makes a Good Taxonomy?

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    Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy.  Effective and useful taxonomies have the following properties. Now that we’ve discussed what makes a good taxonomy, in our next post we’ll discuss practices for creating and maintaining one.