A few clients recently asked us for more details on the roles and responsibilities of the KCS Council. There is good general guidance in the KCS v6 Practices Guide and the KCS v6 Adoption Guide, but it’s not especially specific. So, with input from Ryan Mathews, Jacob Watts, Monique Cadena, and Jennifer Crippen, I thought […]
KCS
KCS v6 in Five Minutes
We’ve updated KCS in Five Minutes for KCS v6! In 2010, I learned about Pecha Kucha. Pecha Kucha is a Japanese storytelling approach that displays 20 slides, each for exactly 20 seconds, for a total length of 5:40. Given that my typical tempo for explaining KCS is a three-day workshop, I thought it would be […]
KCS: Drive to Resolution
Some KCS articles directly answer a question or solve a problem—they’re resolutions. Other articles are simply helpful—they’re references. You should close most of your cases (or tickets or incidents) with resolutions.
Coaching and Licensing: Your (Not So Secret) Weapon
Coaching is a critical enabler for KCS, and a robust licensing model is an essential means to insure knowledge quality. The KCS Practices Guide, the KCS Adoption Guide, and in various posts in this blog hammer this point home. When we work with a team practicing KCS to do a KCS Tune Up, our most […]
Video: The KCS Evolve Loop
The Consortium for Service Innovation released its Knowledge Domain Expert guide for members. Also, Jennifer and I are now certified to facilitate the associated KDA Workshop. We’re extremely excited about the benefits that Evolve Loop knowledge work can bring to a KCS program. We share why we’re so jazzed, and how you can get these […]
Taking A More Positive Approach to KCS
Should we approach KCS in a more positive way? For me, personally, the answer is yes. Service and support people thrive on finding problems and fixing them. That’s how we’re wired. We often approach KCS the same way—as a series of problems to be solved: Middle managers are undermining the program! Everyone says they’re too […]
What Support Needs to Survive the Pandemic
Essentially every job in our economy has changed overnight. Each of our situations is different. But from talking with clients and extrapolating from current state, here are some common themes.
KCS Principles Can Fix Content Management
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 […]
What is KCS® v6 Certification?
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. What is KCS v6 Certification? There are three types of KCS Certifications available for the current v6 version of KCS. They are industry certifications awarded to […]
KCS Case Study: Extreme Networks Does It Right
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. […]
