MelissaLynne Burch has been hard at work on four new case studies: Passion and Persistence: You Can Implement KCS on a Shoe-String Budget featuring Schneider ElectricPlay Catch, Not Ping Pong: … Continue reading New Case Studies
Two minute video summary: A recurring topic of interest for Consortium members is how to energize or re-energize a KCS implementation. A group met at the Apollo Group in Phoenix, … Continue reading Energizing Your KCS Implementation: Team Meeting Summary
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 … 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 … 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 … 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 … Continue reading Assessing the Efficiency and Value of Search
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 … Continue reading Sustaining KCS
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 … Continue reading You CAN Integrate Video into your KCS Solutions!
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 … Continue reading KCS: Stuck in Neutral