Category: KCS
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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.
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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management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.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.…
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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, […]
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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 […]
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Reaping the KCS Rewards: Daktronics Does It Right
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 […]
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Why Train KCS Coaches?
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 […]
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From Article Quality to Resolution Quality
[Editor’s note: the quality process that this post describes is now part of the KCS v6 Practices Guide under the name Process Adherence Review (PAR). What we called the Resolution […]
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Is Your KCS Really KCS?
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 […]
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Hanging Up Your Strategic Framework: Sage Does it Right
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 […]