Well, we’re done with the Hunger Games, and the Girl with the Dragon Tattoo is so 2011. But backyards and beaches beckon—what’s a knowledge geek to read in the sun? […]
The DB Kay Blog
Leadership in Action: The KCS Commitment
We wrapped up a KCS design workshop at Carestream Health yesterday. We closed with an exercise I love: the participants spent the last hour presenting what they’d learned, done, and […]
New Offerings! (Or, A Blog Post That’s All About Us)
Regular readers of this space know we generally like to talk about the interesting things other people are doing in the world of knowledge management, self-service, and social support. But […]
Just A Little About Surveys
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 […]
