Metrics always seem to be a favorite topic of conversation. At a recent CSI program team meeting, I was comparing notes with the Consortium’s Melissa Burch about some of the […]
Little Data
You can’t escape hearing about Big Data right now—it has replaced “cloud” as the current hot buzzword in tech. The idea is pretty simple: it’s easy to gather huge volumes […]
Support Culture, Stress, and Wellness
At last week’s Consortium for Service Innovation Member Summit, we heard a keynote from Dr. Kelly Travers, a physician and neuroscientist. Her topic was “wellness,” and I confess I rolled […]
From Article Quality to Resolution Quality
A cornerstone KCS quality measure is the Article Quality Index (AQI.) We calculate the AQI by sampling a handful of articles captured by licensed knowledge developers and checking them against […]
Opportunity: A Survey (with a Report!)
I just got a note from our friends at ServiceXRG. They’re doing a survey that some readers of this blog may be interested in participating in. Pasting from their email: […]
How to Create a Knowledge-Sharing Culture (Part 2 of 2)
…Continued from last week. Get ‘em early. Have you ever noticed that it’s easier to get the new people to follow your processes than to get the veterans to change […]
How to Create a Knowledge-Sharing Culture (Part 1 of 2)
Having looked at signs of a bad and a good culture for knowledge-sharing, respectively, it’s time to get to work. How can we make sure we’re setting our knowledge program […]
What Does a Good Knowledge Sharing Culture Look Like?
Last week, we examined what a bad knowledge-sharing culture looks like. That’s a pretty easy list for all of us to make, unfortunately; even if we’re blessed not to work […]
What Does a Bad Knowledge-Sharing Culture Look Like?
Over the past ten years, we’ve had the opportunity to visit and work with fifty or sixty companies implementing knowledge management, self-service, and social support. In the process, I’ve come […]
Is Your KCS Really KCS?
The good news is, KCS is getting more popular. The bad news is, lots of organizations say they’re doing KCS…but they’re actually doing something different. And, unsurprisingly, they’re not seeing […]
