Category: KCS
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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: Sure enough, these are real problems, and KCS has tools…
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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.
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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…
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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. KCS v6 Certifications There are three types of KCS Certifications available for the current v6 version of KCS. They are industry certifications awarded to people who…
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KCS Success By the Book: 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. …
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You Need a Dedicated KCS Program Manager
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 time. Our fourteen years of doing this have taught us a few things about what works and what doesn’t. A dedicated KCS Program Manager works;…
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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 just an incremental improvement to KCS; it’s a game changer that can put us in the driver’s seat of knowledge management for the whole enterprise. …
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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 permission to share with you. (HT: CM). A good use of video is to plant seeds with the team, to let them know that KCS…
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Preparing for KCS Certification – It Pays Off
Image courtesy KCS v6 Practices Certified Sue van Gelder, who took amazing notes 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 for KCS v6 Practices Certification is growing. Why get KCS Practices Certified?…