Category: KCS
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Leadership in Action: The KCS Commitment
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 […]
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KCS is a Whiteboard
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 […]
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Communicating the What and the Why: Intuit Does it Right
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 need to […]
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Hack Your Knowledgebase
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 […]
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2012 Kickoff: What's Happening in KM and KCS
I was going to do a “New Year’s Resolutions for Knowledge Program Managers” blog post, but really, it’s the Tuesday after New Years. Who wants to be nagged? So I […]
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Writing? Or Communicating in Words?
in KCS“KCS seems like a good idea…unfortunately, our people don’t have the writing skills to create knowledgebase content.” “You know, English isn’t the first language for many of our people.” “Maybe […]
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Is Knowledge Really an Asset?
“Knowledge is the key asset of the support organization.”The KCS Practices Guide, v5.1The Consortium for Service Innovation If I had a nickel for every time I quoted the KCS practices […]
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The Big Ideas Behind KCS
in KCSBack when I was first exposed to KCS, in 1998 or so, it was very principles-focused. Perhaps this is a polite way of saying, we hadn’t yet figured out very […]
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Do We Really Have To Do This Globally?
“Oh, sure, I mean, we’ll roll it out globally eventually, but is it really worth it to fly people in from all around the world for a design workshop? Can’t […]