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
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
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
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
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
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
How do you solve a problem like enterprise search?
The final KMLF meeting of 2014Â 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
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
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
205 year old organisation meets the future head-on
Coming up this week in Melbourne is the Innovating IT Service conference. The final interview in this series is with Cameron Gough, General Manager of Australia Post's Digital Delivery Centre. Cameron will be appearing on the discussion panel and delivering