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.
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 […]
Just because a book is full of really great information doesn’t mean it can’t be fun to read. For example, take John Ragsdale’s wonderful first book: Lessons Unlearned: 25 Years […]
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 […]
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 […]
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 […]
We mean this in the nicest way, but you don’t scale. You’ve put yourself in that process step with the best of intentions. You’re going to write the Content Standard […]