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Entries by Aprill Allen

How active is your directory?

Getting the most out of Confluence’s personal spaces
If your organisation has been using Confluence for several years, already, chances are it’s adoption has happened gradually—organically, even—as one team started using it for documentation, and then another, and then another. Your organisation’s Confluence may have become many things to many people. One of the often untapped …

5 steps to better search with RightNow Answers

I’ve been working on an interesting project with a higher education institution. They have Oracle Service Cloud Enterprise, which ships Knowledge Foundation as standard. Knowledge Foundation is what used to be known as RightNow Answers. They came to me with a need to fix their knowledge base—the search returned irrelevant results, there was a …

Support: the wild west of documentation

Earlier this year, I was listening in on the Twitter stream for #writethedocs—a conference for technical writers—when one of the  speakers mentioned turning documentation from passive to dynamic.

 

Support: the wild west of documentation. — @gkoberger Fantastic #writethedocs talk. https://t.co/ZQc11NH3ad
— Aprill Allen (@knowledgebird) May 19, 2015

Gregory Koberger is a developer and founder of ReadMe, a documentation …

An open letter to software vendors

Dear Vendor,
I saw a tweet today and it made me think of you.

Profound @landesk customer review: “You need the headspace and time as an organisation to fully exploit it.” http://t.co/cLwcXZ9h75 #itsm
— Martin Thompson (@itammartin) July 1, 2015

We could say this about anyone, couldn’t we? The truth is, people have limited time and as long …

ITIL as Dr Seuss: A challenge

One of our biggest challenges in service management is explaining what it is and why it’s useful. The ITIL definition is dry and completely unsellable.
A set of specialised organisational capabilities for providing value to customers in the form of services.
It’s a problem ITIL has more broadly—it’s dry and bureaucratic in its worst form. It’s …

The Return of Service

You know, it’s funny. In this app economy we’re working in, you can buy just about anything as-a-service. And yet we—the makers, the designers, the writers, the product marketers, etc—are trying out all kinds of different marketing and pricing recipes to build a package people want to click the buy button for. Freelancers, consultants, and software …

Knowledge is not understanding

I watched a video on YouTube last week and I want to share it with you. Destin, of @smartereveryday, did an experiment that shows how those things we do every day that are just like riding a bicycle, are actually complicated. And when we introduce even a minor change, it’s hard and we won’t …

How do you solve a problem like enterprise search?

 

The final KMLF meeting of 2014 was a panel discussion about enterprise search. Brett Matson, Managing Director of enterprise search provider Funnelback, revealed some interesting insights that I wanted to capture in this interview. Brett used to work in the search industry as an engineer for the CSIRO, before starting Funnelback in 2006, so he …

The cloud has screwed you

Subscription software has been hailed the hero of the enterprise. There’s “best in class’ everything, promising freedom from vendor lock-in and infrastructure upkeep; savings in time and money; clever integrations and exciting roadmaps. But all this freedom of choice has screwed the enterprise up in one significant way.

Modern enterprises have information assets in places …

From customer experience to employee engagement

Recently, I was lucky enough to be a voluntary participant for a customer experience study at a cafe. (The things one can do when one is between contracts.)

I hadn’t been to a STREAT cafe before, so I was the ultimate “potential customer”—able to play the role of the person who was walking in for …