Effective, persistent communication is the cornerstone of KCS. Team members need to be engaged emotionally—to feel like they’re part of a big, important quest—and practically—knowing exactly what they […]
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 […]
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 […]
Writing? Or Communicating in Words?
“KCS seems like a good idea…unfortunately, our people don’t have the writing skills to create knowledgebase content.” “You know, English isn’t the first language for many of our people.” “Maybe […]
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 […]
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 […]
Six Simple Measures for Community Managers
Not long ago, it seemed like there weren’t any reasonable measures for the health and effectiveness of communities; now it seems like there are too many! We often see eSupport […]
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 […]
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 […]
The Power of Appreciation
Really, it seems too good to be true. If you heard about this in an email, you’d mark it as spam immediately. “You’ll feel better, make the people around you […]