Category: KCS

  • Resource Roundup

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    Sometimes we find so many good things that we can’t help but stand back and let others speak. This is one of those weeks. So, without delay, some links we love. 1. In a recent installment of his Eye on Service blog, John Ragsdale tells a sad story that’s all the sadder because it’s so…

  • Suggested New Years Resolutions for KM Vendors

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    Memo To: Knowledge Management Technology Vendors From:  DB Kay & Associates Re:  Suggested New Years Resolutions Vendors, I’ve been watching your customers struggle with your products.  I have a few simple suggestions that might help.   If there are pop-up windows, can they be pulldowns? Or can the interface be provided in the page with…

  • KCS Foundations Workshop

    KCS Foundations Workshop

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    Have you ever wondered what happens in a KCS Foundations Workshop? Before I attended one, I didn’t really know either! Let me tell you a little bit about what you can experience. Because KCS is a methodology of processes and practices, there are key concepts to work though and understand. It may seem like you…

  • Harvesting Knowledge

    Harvesting Knowledge

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    There are many similarities of how we practice Knowledge Management and how we tend to our gardens. Saving the environment using sustainable practices is now becoming more popular. As families start to plant home gardens, you can see how these practices are similar to Knowledge Management in the Support and Self Service industry. Planting the…

  • Reaching Out To Managers

    Reaching Out To Managers

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    We know it’s all good news for managers. But don’t expect to show them your PowerPoints and have them applaud.

  • The Short Head and the Long Tail

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    Sometimes people say there’s an 80:20 rule for knowledge. That dramatically understates the reality. The graph above shows a pretty typical pattern of knowledge reuse.  Out of tens of thousands of knowledgebase articles, only about 7500 were viewed even once in a given month.  Of these 7500, only about 300 articles represented 50% of the…