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KCS

KCS At Work: Daktronics Does It Right

May 1, 2013 by David Kay

There’s nothing like hearing about KCS from someone who is actually doing it—and benefitting from it.  Our friends at Daktronics just sent this great email along, and kindly gave us […]

Filed Under: Culture, KCS, Lynchpins

Why Train KCS Coaches?

February 25, 2013 by David Kay

A client working to justify the expense of coach training asked for a risk assessment of not training her coaches.  I thought that was an excellent question.  Having given it […]

Filed Under: Coaching, KCS

From Article Quality to Resolution Quality

October 30, 2012 by David Kay

Pie chart showing capture, capture loss, reuse, reuse loss, inaccurate reuse, and legitimate nonparticipation

A cornerstone KCS quality measure is the Article Quality Index (AQI.)  We calculate the AQI by sampling a handful of articles captured by licensed knowledge developers and checking them against […]

Filed Under: KCS, Measures

Is Your KCS Really KCS?

August 20, 2012 by David Kay

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 […]

Filed Under: KCS, Resources, Video

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

Leadership in Action: The KCS Commitment

June 8, 2012 by David Kay

We wrapped up a KCS design workshop at Carestream Health yesterday.  We closed with an exercise I love: the participants spent the last hour presenting what they’d learned, done, and […]

Filed Under: Culture, KCS, Lynchpins

New Offerings! (Or, A Blog Post That’s All About Us)

May 31, 2012 by David Kay

Regular readers of this space know we generally like to talk about the interesting things other people are doing in the world of knowledge management, self-service, and social support.  But […]

Filed Under: Announcements, KCS, Resources

KCS is a Whiteboard

April 3, 2012 by David Kay

Blackboard with KCS Template

At a recent Consortium for Service Innovation team meeting, Adam Strong of Red Hat said something that really resonated with me:  “KCS is a whiteboard.”  I knew at once what […]

Filed Under: Culture, KCS

Communicating the What and the Why: Intuit Does it Right

March 5, 2012 by David Kay

Intuit Logo

    Effective, persistent communication is the cornerstone of KCS.  Team members need to be engaged emotionally—to feel like they’re part of a big, important quest—and practically—knowing exactly what they […]

Filed Under: Coaching, Culture, KCS, Lynchpins

Hack Your Knowledgebase

February 16, 2012 by David Kay

We all hate our knowledgebase tools sometimes.  We might like the people we work with at the vendor, and there are those really cool features, but…seriously?  I can’t just get […]

Filed Under: KCS, KM, Lynchpins, Technology

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