KCS and ITIL 4

ITIL 4 has been launched and the Foundation material is in the early stages of being disseminated. I’ve done the training and taken the exam, and while it’s fresh in my mind, I wanted to note down how well-aligned ITIL’s new guiding principles are with KCS. Even more so, than the connections that were obvious …

Establishing good habits

A knowledge management program is a change management program, and lasting behaviour change needs rewired routines. One of the simplest and most cost-effective ways to reinforce new behaviours is to make those expectations visible with posters in the work area. The Consortium for Service Innovation was smart enough to develop simple and memorable statements …

The Continual Service of Knowledge

It’s not often that anyone would bother to review a white paper. After all, a white paper is usually free (perhaps in exchange for your email address) and not that much of an investment in time to read. A white paper has come along that I really must point out to you, though. If …

When documentation is against the religion

Last week’s KM Australia congress in Sydney had a different vibe to last year. (Here’s the storify.) There were quite a few different faces from 2012, a few of the same ones, the weather was better. The room configuration was different, and maybe that’s all it was, but a small part of me thinks …

How to Review a Knowledge Base Article

A knowledge base is only as good as the information it contains. I think incorrect, out-of-date, and confusing articles are more common than most people would like to admit. Stay flush with your knowledge base currency by regularly reviewing existing articles. If you notice anything wrong with an article while you’re busy doing or looking for something else, flag it when you see it, so you can review it when you have time. If you’re following KCS methodology, articles will be in draft—ready for review—before being published. Just like any good writer has an editor, it’s good quality control to have a peer review your article for inconsistencies, anyway, before pushing the self-destruct publish button.

We have to talk about legacy issues

I put an informal poll out into the field, recently—that is, to my Twitter and Facebook followers—asking what the biggest issues are for knowledge management in their workplace.