We are pleased to announce that Sara Feldman will be joining the staff of the Consortium for Service Innovation on July 12, 2021 as the Director of Member Engagement. In … Continue reading Welcome Sara Feldman
Author: Kelly Murray
The Consortium for Service Innovation's annual Executive Summit is an invitational, discussion-based event for leaders of support and service organizations. This year it took place on 16-17 March. We had … Continue reading 2021 Executive Summit Recap
We've been talking a lot lately about Knowledge Domain Analysis and how the knowledge worker behavior of "reuse" - of linking or attaching a knowledge article to an incident - … Continue reading Thinking About Linking: Resolution vs Reference Articles
A KCS v6 update! The methodology continues to be refined through use by the members of the Consortium for Service Innovation. As we think about how we assess value creation … Continue reading Article Quality Index (AQI) is now Content Standard Checklist
A KCS in Action Call Ryan Mathews, Director of Digital Support at NetApp, recently presented on how the NetApp Support Team rebooted their KCS program by lowering effort, nudging for … Continue reading Leveling Up to KCS v6 Standards at NetApp
An edited and condensed excerpt from a February 8, 2021 Consortium Member phone call. What does a coaching program look like in a mature KCS environment? Monique Cadena, Principal Program … Continue reading The Benefits of KCS Coaching: A Conversation
Right after Matt posted on Complex Adaptive Systems and the Illusion of Control, I read Maria Konnikova's book The Biggest Bluff. In it, the author uses her training as a … Continue reading Luck Versus Skill
A guest post by Andy Koopmans, Senior Technical Writer at F5 When we started KCS at F5, I was skeptical and concerned. As a technical writer on the AskF5 team … Continue reading Trust issues: a letter to my knowledge-sharing colleagues
A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer … Continue reading Sustaining Participation in KCS
Earlier this week, KCS Certified Trainer Aprill Allen posted a Tweet that got me thinking about the many, many conversations we’ve been having about the importance of reflecting to people … Continue reading Identifying and Communicating Impact