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 v6 in Five Minutes new update
• Video: Is Your KCS Really KCS?
• Video: The KCS Evolve Loop
• 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
• Video: The Disconnect

Technology

• LinkedIn Learning Course: Customer Service with AI and Machine Learning

Measurement and the Business Case

• Eleven Metrics Myths (And What To Do About them)
• Techniques for Estimating Self-Service Contact Deflection

Knowledge-Centered Service Case Studies