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Technology

The Care and Feeding of Taxonomies, Part 1: Why Should I Care?

January 25, 2017 by David Kay

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 makes a difference.  In succeeding posts, I’ll describe what makes a good taxonomy, provide a step-by-step approach to creating yours, and lay out some common […]

Filed Under: KM, Knowledge Representation, Technology

Implementing Technology: Cow Paths Bad; Goat Paths Good

October 10, 2016 by David Kay

At Dreamforce last week, conversations turned to good and bad ways of implementing a new CRM system—and really, any enterprise technology that’s helping automate business processes.

Filed Under: Technology

Knowledge Management vs. Content Management

December 19, 2014 by David Kay

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.

Filed Under: Content Management, KM, Technology

Technology Should Enable, Not Enforce

April 15, 2014 by David Kay

We spend a lot of time—an inordinate amount of time—talking with people about how to lock down permissions inside of knowledge management tools.  How to make sure Contributors can’t publish.  How to make sure Candidates can’t edit or approve.  How to make sure Readers can’t write.  It goes on and on. Why?  Why this fixation […]

Filed Under: Culture, Rants, Technology

Summer Reading! Lessons Unlearned

June 26, 2012 by David Kay

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 in Customer Service.  John Ragsdale (@john_ragsdale). Unlike the books I’ve reviewed earlier. I’m not even going to pretend to be objective here: I’m a big […]

Filed Under: Culture, Lynchpins, Resources, Technology

Hack Your Knowledgebase

February 16, 2012 by David Kay

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 a list of all the articles Joe has written?  I can’t use bullets without ruining the formatting?  I have to hit “publish” three times after […]

Filed Under: KCS, KM, Lynchpins, Technology

Suggested New Years Resolutions for KM Vendors

December 28, 2010 by David Kay

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. Streamline the interface.  Here’s a question:  how long does it take a user to do all the mousing and clicking […]

Filed Under: KCS, KM, Technology

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