Extending Slack with Knowledge Management
Slack is just one of many tools organisations rely on to keep teams in touch with each other at work, whether in an office or working remotely. It's a great tool for just-in-time communicating, but it hits a wall when
A ChatOps primer: automation in support operations
Microsoft Teams, Slack and other real-time communication tools may be commonplace now, but they certainly aren't common practice. Often, they're provided simply for cultural benefits of engaging a distributed workforce, or worse, relegated to mere watercooler conversation that eventually becomes
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
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
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
Decision management, but not as you know it
If you've heard of decision management before, you'll know it as a set of processes for improving and streamlining action items. Decision management systems treat decisions as reusable assets and using predictive analytics, business rules, continuous improvement, etc., can provide
The SKMS: elusive or unattainable?
The service knowledge management system (SKMS) is how ITIL describes all the knowledge and information that relates to IT's provision of services. In this webinar, recorded last week, Rob England, Attivio CTO Sid Probstein, and I talk about knowledge management
How I use Yammer
Around this time last year, I was at the Yammer on Tour event, sucking down the Kool Aid and wishing I had a Yammer network to participate in. Now, I'm a member of two Yammer networks—one a collective of volunteers