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 […]
KCS
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 […]
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 […]
The Power of Feedback
Last time in this space, we discussed the power of appreciation. Let’s explore another primal human need—the need to answer the question, “how am I doing?” It starts early. Watch […]
Sustainable Knowledge
Sustainability isn’t just a trend. Creating and fostering sustainable environments at work and at home are “what’s happening,” for very good reasons. Resources are becoming more and more limited, which […]
You are not a scalable model
We mean this in the nicest way, but you don’t scale. You’ve put yourself in that process step with the best of intentions. You’re going to write the Content Standard […]
KCS, Compliance, and Risk Management
(HT @Brett for the great question!) I’m often approached by organizations that are attracted to the idea of KCS, but are concerned about how it will work in their […]
Unreasonable Overcommunication
Several times over the past six months, I’ve been sitting with KCS program managers who are discouraged and frustrated… really frustrated. They feel like they’ve been doing everything they can […]
The Gamification Of KCS
In ev’ry job that must be done there is an element of fun You find the fun and snap! the job’s a game And ev’ry task you undertake becomes a […]
