KCS

We had a great World Tour in Silicon Valley at the Santa Clara Convention Center on March 3rd.   It was fantastic to see the diversity of the participant companies…

Just three weeks ago, we hosted a one day KCS Coach Workshop taught by Dr. Beth Haggett, who developed the KCS Coach program. We had a great day together: about…

We often talk about how customers want to know what we in support know, as soon as we know it.  Publishing knowledge to requestors quickly is one of the benefits…

We always stress the importance of ensuring KCS articles are written in the customer context and are problem-centric rather than solution-centric.  We might capture and publish an article on “How…

A guest post by Laurel Poertner, Director Knowledge Services at F5 Networks. I often think about how the people-side of KCS® is what makes it special.  When you read how…

The KCS Academy hosted a KCS in Action web session on September 25 about how to improve collaboration between groups who contribute differently to essential knowledge capture in organizations. Watch…

Vocabulary is important!  I propose there are three words we should eliminate from our service and support vocabulary: deflection, avoidance, and consumption.  These three concepts are very self-centered; they reflect…

How do we deal with very generic issues or problems that have multiple possible causes? There are two ways to approach this: a hub article or a resolution path. While…

We always caution KCS design efforts to not “over engineer” the process or the content standard.  This is particularly true when it comes to article templates. People often ask, “how…

KCS is a significant culture change for most organizations. We are attempting to shift the culture away from recognizing people for what they know, and toward recognizing people for their…