Now that we’ve seen why taxonomies are important, it’s time to discover what makes for a good taxonomy. Effective and useful taxonomies have the following properties. Common Across Systems. Many enterprise […]
self-service
Lessons from the 2014 ASP “Ten Best Web Support Sites”
Every year, it’s a little like Christmas in the summer: the Association of Support Professionals releases its flagship report, The Year’s Ten Best Web Support Sites. (You can get your […]
Free Your Knowledge Base
Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
Metrics Myth 10: Contact Deflection = Clickthroughs Times the X-Factor
Industry surveys ask. Colleagues ask. IT asks. Executives ask, incessantly. “What’s your contact deflection rate?” Let’s leave aside for the moment that contact deflection isn’t the primary reason to expose […]
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 […]
Keeping Two Sets of Books
I learned a great best practice for organizational change this week at the Consortium for Service Innovation’s executive summit in beautiful Chatham, Cape Cod: Keep two sets of books! No, […]
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 […]
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: […]
