Author: David Kay

  • How to Create a Knowledge-Sharing Culture (Part 1 of 2)

    How to Create a Knowledge-Sharing Culture (Part 1 of 2)

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    Having looked at signs of a bad and a good culture for knowledge-sharing, respectively, it’s time to get to work.  How can we make sure we’re setting our knowledge program up for success? I didn’t always think this stuff was important, by the way.  I started my work in knowledge management on the technology side,…

  • What Does a Good Knowledge Sharing Culture Look Like?

    What Does a Good Knowledge Sharing Culture Look Like?

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    Last week, we examined what a bad knowledge-sharing culture looks like.  That’s a pretty easy list for all of us to make, unfortunately; even if we’re blessed not to work in one, we’ve all seen Dilbert or Office Space. The more interesting questions are, “what makes for a good culture, especially as it pertains to…

  • What Does a Bad Knowledge-Sharing Culture Look Like?

    What Does a Bad Knowledge-Sharing Culture Look Like?

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    Over the past ten years, we’ve had the opportunity to visit and work with fifty or sixty companies implementing knowledge management, self-service, and social support.  In the process, I’ve come to feel like a bit of a connoisseur of corporate culture—I expect other consultants know exactly what I mean.  Shortly after arriving in an office,…

  • Is Your KCS Really KCS?

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    The good news is, KCS is getting more popular.  The bad news is, lots of organizations say they’re doing KCS…but they’re actually doing something different.  And, unsurprisingly, they’re not seeing the benefits they expect. Here’s a quick video that you can use to find out if you’re on track with KCS: And, here’s a printable…

  • Hanging Up Your Strategic Framework: Sage Does it Right

    Hanging Up Your Strategic Framework: Sage Does it Right

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    In our KCS workshops, we say that the Strategic Framework is the deliverable that’s easiest to push aside…and yet one of the most valuable if done right. The Strategic Framework is a simple way of showing the value of KCS to the company, customers, and employees.  Executives set high-level objectives for the organization: “scale the…

  • Summer Reading! Lessons Unlearned

    Summer Reading! Lessons Unlearned

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    Just because a book is full of really great information doesn’t mean it can’t be fun to read.  For example, take John Ragsdale’s wonderful first book: Lessons Unlearned: 25 Years in Customer Service.  John Ragsdale (@john_ragsdale). Unlike the books I’ve reviewed earlier. I’m not even going to pretend to be objective here: I’m a big…

  • Summer Reading! Join the Club

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    Ah, the club.  After 18 perfect holes of golf (after all, we’re not counting the three you shanked into the water on the fifth hole…you were still warming up), there’s nothing better than coming inside to the A/C, taking those silly soft-spikes off, and opening up more great summer reading. Although, honestly, I think Times…

  • Summer Reading! The Intention Economy

    Summer Reading! The Intention Economy

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    This blog has no mandatory terms of service, installs no beacons or cookies (that I know about), and vends no third party ads (I hope—let me know if you see one.) That’s just fine with our second Cluetrain Manifesto co-author of the summer reading list, Doc Searls. (I do plug our workshops, but I think…

  • Summer Reading! Thinking, Fast and Slow

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    Let’s top up that frosty adult beverage, reapply our sunblock, and head back poolside for some more great summer reading. Thinking, Fast and Slow. Daniel Kahneman. (@DanielKahneman) I’m fascinated by behavioral economics—all the instances in which humans make decisions that make no objective sense, and do it again and again.  (The wonderful Dan Ariely cites…