Surveys are top of mind for me right now. We’re in the middle of a couple of survey projects, and surveys inevitably come up whenever we talk about loyalty, satisfaction, and […]
KCS is a Whiteboard
At a recent Consortium for Service Innovation team meeting, Adam Strong of Red Hat said something that really resonated with me: “KCS is a whiteboard.” I knew at once what […]
Communicating the What and the Why: Intuit Does it Right
Effective, persistent communication is the cornerstone of KCS. Team members need to be engaged emotionally—to feel like they’re part of a big, important quest—and practically—knowing exactly what they […]
Hack Your Knowledgebase
We all hate our knowledgebase tools sometimes. We might like the people we work with at the vendor, and there are those really cool features, but…seriously? I can’t just get […]
2012 Kickoff: What's Happening in KM and KCS
I was going to do a “New Year’s Resolutions for Knowledge Program Managers” blog post, but really, it’s the Tuesday after New Years. Who wants to be nagged? So I […]
Writing? Or Communicating in Words?
“KCS seems like a good idea…unfortunately, our people don’t have the writing skills to create knowledgebase content.” “You know, English isn’t the first language for many of our people.” “Maybe […]
Is Knowledge Really an Asset?
“Knowledge is the key asset of the support organization.” The KCS Practices Guide, v5.1 The Consortium for Service Innovation If I had a nickel for every time I quoted the […]
The Big Ideas Behind KCS
Back when I was first exposed to KCS, in 1998 or so, it was very principles-focused. Perhaps this is a polite way of saying, we hadn’t yet figured out very […]
Six Simple Measures for Community Managers
Not long ago, it seemed like there weren’t any reasonable measures for the health and effectiveness of communities; now it seems like there are too many! We often see eSupport […]
Do We Really Have To Do This Globally?
“Oh, sure, I mean, we’ll roll it out globally eventually, but is it really worth it to fly people in from all around the world for a design workshop? Can’t […]
