Resources

DB Kay White papers and other industry resources for knowledge management, self-service, and social support professionals.  Many of these resources link to partner sites, which may require registration.

Knowledge Management Best Practices

• Collective Wisdom: Transforming Support with Knowledge (with Francoise Tourniaire) - via Amazon.com
• Video: KCS in Five Minutes
• Video: Is Your KCS Really KCS?

Self-Service Best Practices

• Seven Steps to Effective Self-Service

Support Best Practices

• The New Imperatives: Best Practices for Issue Resolution
• The Disconnect

Measurement and the Business Case

• Eleven Metrics Myths (And What To Do About them)
• Techniques for Estimating Self-Service Contact Deflection
• Applying the Balanced Scorecard to Support
• KCS Measurement Matters:  Different Measures for Different Phases (with CSI staff and other CSI members)

Knowledge-Centered Service Case Studies