Introducing the Service Intelligence Layer
The consumerisation of workplace apps is finally addressing the long-neglected software experience of the enterprise user. Our workday-selves are now being treated to the kind of attractive interfaces and convenient procurement paths that our weekend-selves have had for some time. The
When we don’t know what we know
One of the biggest obstacles organisations have when they introduce a learning and development program for the first time is designing a curriculum. Creating individual content for an e-learning system, for example, can be a daunting exercise—not unlike the writer
Investing in mentoring: why it matters
I grew up in the family business of ticketwriting & screenprinting. I went to TAFE to learn foundational skills in calligraphy, brush lettering, and screenprinting, and I spent time in the workshop with my parents showing me how to apply
Mentoring
In the first of my KnowTech reports, I am focusing on applications that facilitate formal mentoring programs. What is mentoring? Mentoring is a concept we're all familiar with. We often form a mentor-mentee relationship organically, and it may only be through reflection
A strategic knowledge management model
There are known knowns. These are things we know that we know. There are known unknowns. That is to say, there are things that we know we don't know. But there are also unknown unknowns. There are things we don't
How to keep your knowledge base up to date
Here's a simple process to help keep your knowledge base in good shape. When it's in good shape, you'll be able to take advantage of customer self-service and automated chat. Click on the infographic to see it in full-size.
KM for strategic advantage
Original photo by Flowizm It's easy to see the benefits of knowledge management when its applied to a support function. Problems are solved more quickly, customers are happier, analysts are less stressed. It's almost a no-brainer to look here first for
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
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