Two minute video summary: Gamification. What is it? Can we use it in our KCS implementations? A group of Consortium members gathered at Dell in Austin TX to discuss the topic of applying game design to KCS. Dr. Michael Wu, Chief Scientist at Lithium, started off the discussion with a workshop defining gamification and its … Continue reading Game Design and KCS: Team Meeting Summary
In the spirit of total honesty, I have to tell you that until recently, every time ITIL came up in a conversation, invisible shields went over my ears and I started humming. This technique worked to drown out the sound of the person telling me important information about ITIL that I should have known long … Continue reading KCS and ITIL: It Can Be Both!
KCS implementers have all experienced the ebb and flow of enthusiasm during the adoption of KCS. Here's a scenario that might sound familiar: the KCS implementation kicked off with a tremendous amount of excitement. Organizational leaders have sent supportive emails, the tools have been tested, and all the training sessions have been held. Now, after … Continue reading KCS: What To Do When the Culture Change Didn’t Stick
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 … Continue reading Assessing the Efficiency and Value of Search
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 … Continue reading TAUS European Summit Recap
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 servicesEasy 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 … Continue reading 2012 Executive Summit Summary
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 … Continue reading Best Web Support Sites by ASP Online
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 … Continue reading Sustaining KCS
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 … Continue reading TAUS Translation Technology Roundtable
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 … Continue reading You CAN Integrate Video into your KCS Solutions!