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Culture

Metrics Myth Three: Managers Should Set Ambitious and Inspiring Goals

January 22, 2013 by David Kay

Yes, but.  This is one of these partial truths where getting the details right really matters. Followers of popular business books will recall the BHAG—the Big Hairy Audacious Goal—proposed by […]

Filed Under: Culture, KM, Measures

Metrics Myth Two: Support Leaders Should Have Direct Control Over their Metrics and their Goals

January 18, 2013 by David Kay

“Men at some time are masters of their fates.” Cassius, to Brutus, Julius Caesar, Act I, Scene 2. It’s almost axiomatic that we should sign up for goals only if […]

Filed Under: Culture, KM, Measures

Support Metrics Myth One: Goals Should be SMART

January 15, 2013 by David Kay

Metrics always seem to be a favorite topic of conversation.  At a recent CSI program team meeting, I was comparing notes with the Consortium’s Melissa Burch about some of the […]

Filed Under: Culture, KM, Measures

Support Culture, Stress, and Wellness

November 19, 2012 by David Kay

At last week’s Consortium for Service Innovation Member Summit, we heard a keynote from Dr. Kelly Travers, a physician and neuroscientist.  Her topic was “wellness,” and I confess I rolled […]

Filed Under: Culture

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

September 25, 2012 by David Kay

…Continued from last week. Get ‘em early.  Have you ever noticed that it’s easier to get the new people to follow your processes than to get the veterans to change […]

Filed Under: Culture

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

September 17, 2012 by David Kay

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 […]

Filed Under: Culture

What Does a Good Knowledge Sharing Culture Look Like?

September 11, 2012 by David Kay

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 […]

Filed Under: Culture

What Does a Bad Knowledge-Sharing Culture Look Like?

September 6, 2012 by David Kay

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 […]

Filed Under: Culture, Rants

Hanging Up Your Strategic Framework: Sage Does it Right

July 11, 2012 by David Kay

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 […]

Filed Under: Culture, KCS

Summer Reading! Lessons Unlearned

June 26, 2012 by David Kay

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 […]

Filed Under: Culture, Lynchpins, Resources, Technology

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