Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy. Effective and useful taxonomies have the following properties. Common Across Systems. Many enterprise […]
This is the first in a series of four blog posts about taxonomies. In this one, it’s my job to explain why what sounds like an incredibly dry topic really […]
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 […]
Over the years, we’ve been asked frequently about the overlap between knowledge management (KM) and content management (CM). A recent spate of these questions had me revisit some work I’d done with a KM vendor some years ago to share it with you.
Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
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management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.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. And KCS works for other parts of the company, too.
In 2006, my industry colleague Francoise Tourniaire and I wrote a book called Collective Wisdom: Transforming Support With Knowledge. At the time, we billed it as the first book on […]
As a consultant, I find it rare to spend fifteen minutes with a capable executive before she asks me to assess how they’re doing compared with other companies. It’s a […]
(A quick note to start: our February KCS Foundations Workshop is filling up. If you or a colleague are interested, now would be a good time to register.) It’s a […]
Because, you know, that’s what support does. Close cases. Quickly. In a way that satisfies customers. Mission accomplished; let’s grab a beer! Not so fast. This myth begs the […]