Knowledge Management
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 […]
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 […]
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 […]
Where to Begin
Whether it’s a family reunion or a work-related project, the very task of planning can seem overwhelming. Yet, our success is often directly tied to our ability to manage projects and accomplish goals despite changing tools, processes, and people. So what do you do when there are so many factors to consider? When faced with daunting […]
Take It To the MAX!
During a recent job interview, I was asked to describe my work approach. Reflecting on my desire to always do everything within my power to ensure success, I described myself as being “maximalistic”. In my mind, it was the opposite of a minimalistic approach to tasks. While minimalism is a fine principle of technical writing, […]
The Courage to Click
I recently had the privilege of speaking to a college class about knowledge management. As these students begin exploring career avenues, one inquired about LinkedIn and whether it is truly an effective method to connect with people. Without hesitation, I endorsed LinkedIn. After all, I had connected with colleagues, mentees, and mentors via the professional […]
Adjusting the Expert Filter
I recently read an article on KM World that questioned our overall progress with knowledge. There seems to be a lot of information out there. We are inundated with it. Yet, amid all the noise and distraction, how can we trust the information that we encounter? In this article (http://www.kmworld.com/Articles/Column/David-Weinberger/Progress-and-knowledge-87238.aspx), author David Weinberger made an […]
Knowledge Management Kitchen 