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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 laser-focused problem-solving of modern software has created new challenges that now need addressing, though. …

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 those skills. I was able to build on that learned foundation and they were …

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 that you describe an individual as your mentor. Some of us seek out mentors, …

Extending Slack for better KM

Slack is a great tool for just-in-time comms, but it hits a wall when it’s your only centralised knowledge source or when conversations and channels get so vast, you have no hope of finding something that’s already scrolled by. Thankfully, there are a few add-ons that are coming to the rescue. It’d be nice …

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 …

It takes a village

If you only knew what you already know is the tagline for recently launched Klever, short for Knowledge Lever. When I first heard noises about Klever, I didn’t know what to expect. I thought it might be some sort of tool-agnostic middleware for the enterprise. When they opened for early adopters I still wasn’t …

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 automation at decision-making points along the way. You can imagine this happening quite frequently …

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 with Matt Hooper, and we explore some of the barriers we’ve come across in …