Change is hard. It’s tough to change our behaviors: to eat less or read more. We’ve failed before, so we put up barriers to future attempts at change. I just […]
How Self-Service Fails
Often, the first step in making something work really well is to figure out how it can fail…and then making sure it doesn’t. In the case of self-service, most studies show […]
This Knowledge Stuff Isn’t So Hard
It’s powerful when we do it ourselves. Think how powerful it is when we do it as a group.
Resource Roundup
Sometimes we find so many good things that we can’t help but stand back and let others speak. This is one of those weeks. So, without delay, some links we […]
Communicating KM to Customers: IBM does it right
Our friends at IBM Information Management just shared a wonderful video they’re using to communicate about their KCS practices to their customer base. Have a look on YouTube. (ed. note: […]
Suggested New Years Resolutions for KM Vendors
Memo To: Knowledge Management Technology Vendors From: DB Kay & Associates Re: Suggested New Years Resolutions Vendors, I’ve been watching your customers struggle with your products. I have a few […]
"We Have A Policy"
At a workshop I did recently, the subject of customer communities came up. One participant—who had been making insightful and well-informed comments all day—stunned the room when he said, “Customer […]
Reaching Out To Managers
We know it’s all good news for managers. But don’t expect to show them your PowerPoints and have them applaud.
The Short Head and the Long Tail
Sometimes people say there’s an 80:20 rule for knowledge. That dramatically understates the reality. The graph above shows a pretty typical pattern of knowledge reuse. Out of tens of thousands […]
