Most of the business books I read don’t leave much of an impression. These are the ones that did.
Resources
What is KCS® v6 Certification?
Are you interested about all the recent talk around Knowledge-Centered Service (KCS) v6 Certification? We thought it might be helpful to answer some common questions and provide some resources. What is KCS v6 Certification? There are three types of KCS Certifications available for the current v6 version of KCS. They are industry certifications awarded to […]
KCS Case Study: Extreme Networks Does It Right
The Consortium for Service Innovation just published a new KCS case study we wrote highlighting the success of Extreme Networks in implementing KM, self-service, and communities. I encourage you to read it—there are good lessons for any KCS practitioner. In this blog, I’d like to complement the case study with my perspective as their consultant. […]
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management” to people in other parts of your company, and they’ll probably tell you about useless SharePoints full of out-of-date documentation.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. And KCS works for other parts of the company, too.
Reflections on Collective Wisdom on the Occasion of its Release as an Ebook
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 knowledge management for the support industry; as time passes, I think it’s increasingly safe to call it the only book on KM for support… By […]
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, we’ve been working on a video, The Disconnect, which we’re premiering at the bottom of this post. I hope the video speaks for itself (and […]
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 packages. With apologies to my friends at business intelligence vendors, it’s almost as though the designers had set out to create bad “before” examples for […]
Opportunity: A Survey (with a Report!)
I just got a note from our friends at ServiceXRG. They’re doing a survey that some readers of this blog may be interested in participating in. Pasting from their email: I want to drop you a note about a KM study I am doing…It is a two-part study to examine how and where customers (Knowledge […]
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 the benefits they expect. Here’s a quick video that you can use to find out if you’re on track with KCS: And, here’s a printable […]
Summer Reading! Reamde
Look at all the good stuff you’ve queued up onto your Kindle or iPad. But don’t you think we deserve some good escape fiction after all that work stuff? We’re going to end our summer reading series with a novel that has almost nothing to do with knowledge management. Reamde: A Novel. Neal Stephenson. (@nealstephenson) […]
