Mirhonda
The Power of Sharing
Each time you document something, ask yourself whether there are others who could benefit from your insights.
Reboot: The Evolution of Knowledge Management
I cannot believe that it’s been almost a decade since my last blog post. The need for Knowledge Management (KM) has always existed. Historically, Knowledge Management responsibilities were often distributed among a variety of roles. Project managers, technical writers, corporate librarians, human resources, and a host of other functions were often tasked with establishing systems […]
Priority One: Case Deflection
Knowledge Management is a relatively new discipline, combining specializations including process and project management, technical communication and business analysis. Sometimes people are not completely certain about what a knowledge manager can do – they just know that they need one – someone to own the process of getting that valuable information out of people’s heads […]
Defining Success
My childhood interest in achievement matured into a desire for success. I recently reflected on how my definition of success has changed over time. I’m quite guilty of being an overachiever. I like to do things to the best of my ability or not at all. A few years ago, one of my mentors recommended that I […]
No Fault of Your Own: Working Through an Acquisition
So there you are, sitting at your desk, minding your business, doing your job when the news hits you – your company has been acquired. Depending on the corporate culture, the initial news may come via a rumor mill or official channels. Conversely, you may receive notification that your employer has purchased a company. Regardless […]
Understanding the Voice of the Customer (VoC)
Specializing in Knowledge Management provides an excellent opportunity for ongoing improvements with internal and external customers. Knowledge Bases are typically associated with Support Organizations. These Call Centers have evolved to accommodate a variety of mediums including phone, chat and email. Some Call Centers use video conferencing, encouraging users to employ cameras to “show” the situation […]
Why Knowledge Management Matters
Knowledge management (KM) is more than the sexy word for training. Don’t get me wrong, learning development is intrinsic to knowledge management. However, KM is about every company’s greatest intellectual assets – the people! Knowledge management is about capturing what individuals know and making it an available resource for the benefit of an entire organization. The NASA definition […]
Five Search Query Operators Every SEO Should Know
As I delve more into search engine optimization and begin to execute my education and awareness plan about the powerful and versatile Coveo enterprise search engine in my current KM role, I thought you might be interested in an article that was rated one of the Best of 2013 by the Search Engine Journal. Thanks […]
Exposing Yourself!
Renowned author Helen Keller (who was hearing and visually impaired) once said “Security is mostly a superstition…Avoiding danger is no safer in the long run than outright exposure. Life is either a daring adventure, or nothing.” It is my observation that the Technical Communication industry inherently attracts introverts. The detailed, complex, methodical, analytical work that can be […]
Addressing Pain Points
An intense analysis process is the first step of Business Process Management (BPM). You must understand the current state before you can make recommendations for improvement. Following the analysis phase, recommendations are categorized any number of ways: short-term vs. long-term, inexpensive vs. costly, and so on. Depending on the corporate culture, business analysts often try […]
Knowledge Management Kitchen 