If you don’t have a plan for having dedicated KCS℠ program management, we won’t lead a KCS Design Workshop for you. (With regret.) You’ll be wasting your money and our […]
Knowledge Domain Experts: A Little Structure Really Helps
We usually let KDEs on their own. Earlier this year at the Consortium for Service Innovation’s annual member summit, I learned what works better, thanks to an insightful and informative presentation by Peter Case, Knowledge Services Manager at PTC
KCS℠ v6: Support’s Time to Shine
The Consortium for Service Innovation just released Version 6 of the KCS Practices Guide, along with a document that lays out the principles and core concepts of KCS. V6 isn’t […]
Keeping Communications Simple and Fun: ANCILE Does It Right
I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me […]
Preparing for KCS Certification – It Pays Off
We’ve lead certification workshops for many customers this year. We’ve noticed a pattern of behavior that contributes to passing the certification exam, and we feel it’s worth sharing as demand […]
KCS: Prove Real Value, Real Quick
The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and […]
KCS in the Real World
Some of my favorite emails from customers are forwards of emails from team members reflecting on KCS. Here’s a great example, with grateful thanks to the Customer Who Shall Remain Nameless who shared it.
KCS for the Rest of the Enterprise
You know KM works. You probably want to share the good news. But mention “knowledge management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.
In Support, we know it doesn’t have to be like that. In Support, we use KCS. And KCS works. And KCS works for other parts of the company, too.
The Disconnect (Video)
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, […]
Feedback: Style Matters! Allscripts Does It Right
Reports are boring. Can we all agree on this? Sure, reports may contain interesting information. But there’s something deeply stultifying about the actual presentation of the data in commercial reporting […]