Assessing the Efficiency and Value of Search

LinkedIn is fabulous these days; lots of interesting discussions on relevant topics.  I recently participated in a discussion started by Jordi Torras at Inbenta titled “7 Tips to Assess the Efficiency and Value of your Knowledge Base Search Engine” with a link to his blog post containing several suggestions to consider. Many people contributed thoughtful comments and ideas, which I’ve consolidated here, and which we discussed on the ConversationStorm call…

TAUS European Summit Recap

I had the pleasure of attending the TAUS (Translation Automation Users Society) European Summit last week in Paris.  The Consortium has partnered with Jaap ven der Meer and the TAUS team over the past five years or so, facilitating the convergence of translation automation and customer service.  The Summit had about 40 companies represented, eight of which are also Consortium members. First let me say, if your support organization serves…

2012 Executive Summit Summary

A Framework for Service Excellence April 30 – May 2, 2012 in Tucson, AZ Service Excellence Definition: Maximize customer realized value/success through the use of our products and services Easy and seamless service integrated into the context of use. Continuous improvement of the whole customer experience. Executive Summit discussions targeted topics related to the transformative work of Consortium member organizations to deliver Service Excellence.  Several members shared their experiences with…

Best Web Support Sites by ASP Online

Congratulations to the Consortium Members awarded “Best Web Support Sites of 2012” by the Association of Support Professionals! Winners in the Open Division included Cisco Systems, Quest Software, Red Hat, and Yahoo!. From the announcement: “The award winners were selected by a panel of judges with expertise in Web support design and implementation, using a scoring system based on 25 separate performance criteria. The evaluation process covers the following areas:…

Sustaining KCS

Sustaining a Knowledge-Centered Support program is a challenge for many, and we have talked about it off and on for some years.  It seems that sustaining KCS is more of an issue in organizations that are not publishing content to self-service.  My theory/observation is that organizations cannot stop, or even pause for too long, at what we have labeled Phase II (the Proficiency level) of the KCS journey. The sustainable…

TAUS Translation Technology Roundtable

Consortium Members can attend the TAUS Translation Technology Roundtable in Paris on May 30 for the TAUS member price of €250 (50% off list price – register directly). The agenda includes use of machine translation for support content, and they’ll be using Open Space to answer the question, “How do we increase the size and significance of the translation technology sector?” I’m looking forward to it; I hope to see…

You CAN Integrate Video into your KCS Solutions!

If you work in knowledge management, then you have spent at least some time thinking about how to embed videos into knowledge solutions.  Marcia Ravner and Wayne Pruski at Quest Software have been experimenting with publishing of support videos within their knowledge base solutions.  Recently at a KCS DeepDive Discussion, they shared tactical best practices with other members of the Consortium. Here are some helpful hints that Marcia and Wayne…

KCS: Stuck in Neutral

A few rambling thoughts on “stuck in neutral” …. The most common cause of “neutral” in our experience is lack of ownership of KCS by the 1st and 2nd line managers. We often see (especially in larger organizations) that a staff function owns or has too much ownership of the KCS program. While a strong staff function is important for the adoption, the key is getting the 1st and 2nd…

Reaching for the Organization as a Network

1. Change is hard. 2. Change is really hard when one is pursuing uncharted territory…. We know a lot about what doesn’t work with respect to traditional management and HR practices.  Historically, business has institutionalized mechanical, linear, simplistic, activity based practices and processes. The processes typically serve the needs of the least capable people in the organization and therefore limit the contribution of the most capable. The processes are often…

Newsletter – Spring 2012

Sign up for our Mailing List to receive quarterly newsletters! 2012 Consortium Member Summit Join us for the Consortium’s 20th Anniversary celebration at the 2012 Member Summit, happening November 7-9 in Seattle, WA. Most membership levels now include seats at the Annual Summit, so mark your calendar today. Update of Our Work Members can view notes and presentations from meetings on the Consortium Wiki. If you are a member and…

Benefits of Membership

Resources

KCS Principles and Core Concepts. The foundation of the methodology.

KCS v6 Practices Guide
A comprehensive how-to guide.

KCS v6 Adoption Guide
A step-by-step approach for planning a KCS adoption.

Please visit The KCS Academy for more KCS resources including case studies.

Join the mailing list.

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