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
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
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,
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
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
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