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DB Kay & Associates - Strategic Consulting for Sustainable Knowledge Programs

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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?
  • The KCS v6 Adoption Guide, updated by Jennifer Crippen in partnership with the Consortium for Service Innovation staff

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

Knowledge-Centered Service Case Studies

  • Leading Change: Making KCS® a Success at Clio
  • Progress Software: Investing in People and Process
  • Legato: A Focus on Quality
  • VeriSign: Learning from Knowledge
  • Mentor Graphics: Team Measures in KCS
  • Extreme Networks

Social Support Case Studies

  • National Instruments: Delivering Support in Public
  • Novell: User Communities at Work

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AI and ML Announcements Coaching Content Management Culture Customer Experience Intelligent Swarming KCS KDE KM Knowledge Representation Lynchpins Measures Program Management Rants Resources self-service Social Support Technology Uncategorized Video Voice of the Customer

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