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 DB Kay Blog
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 […]
Worst customer service email ever?
Readers – I think a side benefit of writing a service and support blog is having a platform to hold really poor service up for ridicule…right? We’ll get right back […]
Identifying the "bright spots"
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 […]
KCS Foundations Workshop
Have you ever wondered what happens in a KCS Foundations Workshop? Before I attended one, I didn’t really know either! Let me tell you a little bit about what you […]
