Knowledge-Centered Support (KCS^sm)

• Collective Wisdom - Transforming Support with Knowledge by Francoise Tourniaire and David Kay - Buy
• Linked by Albert-Laszlo Barabasi - Buy
• The Future of Knowledge by Verna Allee - Buy
  Verna Allee has organized and reflected on the fundamentals of Betty and she references most all of the books and resources that the team has referenced over the course of the past 18 months. An excellent book - highly recommended reading.
• The Cluetrain Manifesto: The End of Business as Usual by Doc Searls, Rick Levine, Christopher Locke, David Weinberger - Buy
  While the captains of industry might dismiss it as mere science fiction, The Cluetrain Manifesto is definitely of this day and age. Aiming squarely at the solar plexus of corporate America, the authors show how the Internet is turning business upside down. They proclaim that, thanks to conversations taking place on Web sites and message boards, and in e-mail and chat rooms, employees and customers alike have found voices that undermine the traditional command-and-control hierarchy that organizes most corporate marketing groups. "Markets are conversations", the authors write, and those conversations are "getting smarter faster than most companies". In their view, the lowly customer service rep wields far more power and influence in today's marketplace than the well-oiled front office PR machine. -- Harry C. Edwards
• The Knowledge-Creating Company by Ikujiro Nonaka and Hirotaka Takeuchi - Buy
  Two leading Japanese business experts, Ikujiro Nonaka and Hirotaka Takeuchi, are the first to tie the success of Japanese companies to their ability to create new knowledge and use it to produce successful products and technologies. In The Knowledge-Creating Company, Nonaka and Takeuchi provide an inside look at how Japanese companies go about creating this new knowledge organizationally.
• Intellectual Capital: The New Wealth of Organizations by Thomas A. Stewart - Buy
  Knowledge has become the most important factor in economic life. It is the chief ingredient of what we buy and sell, the raw material with which we work. Intellectual capital--not natural resources, machinery, or even financial capital--has become the one indispensable asset of corporations. Thomas Stewart, an editor at Fortune, weaves the genesis of intellectual capital with flair and historical insights. Intellectual capital is the synergy, flexibility and strength gained from focusing and investing in three fundamentals: human capital, structural capital and customer capital. Stewart explains the long-building pressures that are making the tenets of intellectual capital attractive. His book provides compelling trends, anecdotes and guidelines for executives, startups and knowledge workers struggling to discover the secrets of intellectual capital.
• Building the Learning Organization: A Systems Approach to Quantum Improvement and Global Success by Michael J. Marquardt - Buy
  Based on extensive observation of the practices at top learning organizations around the world, this guide bridges the gap between the commitment to learning and actually implementing it in an organization. Trainers see show to systematize the learning process with a 17-component model for the learning organization. Keeping theory to a minimum, the authors spell out the best methods of organizational transformation-knowledge management-empowerment-performance improvement-and more. Case studies demonstrate the success of learning companies in five different economic sectors.