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 do you solve a problem like enterprise search?
The final KMLF meeting of 2014Â was a panel discussion about enterprise search. Brett Matson, Managing Director of enterprise search provider Funnelback, revealed some interesting insights that I wanted to capture in this interview. Brett used to work in the search
From customer experience to employee engagement
Recently, I was lucky enough to be a voluntary participant for a customer experience study at a cafe. (The things one can do when one is between contracts.) I hadn't been to a STREAT cafe before, so I was the ultimate
205 year old organisation meets the future head-on
Coming up this week in Melbourne is the Innovating IT Service conference. The final interview in this series is with Cameron Gough, General Manager of Australia Post's Digital Delivery Centre. Cameron will be appearing on the discussion panel and delivering
IT: The cultural revolution is here
The Innovating IT Service conference is coming to Melbourne soon. Dinsha Palkhiwala will be presenting a workshop and delivering a presentation. Dinsha works directly with CIOs and ICT leaders to enhance their careers and capabilities. 1. You've described yourself as a
When an icebreaker isn’t just an icebreaker
I was invited to present a workshop as a guest speaker for a team off-site, recently. It was an express introduction to knowledge management and the group I presented to were enthusiastic about knowledge, even though they hadn't yet implemented
How to interview your experts
Today's post comes from Michael Domanski and Sean Murphy. Michael is a software developer and Sean is an entrepreneur with a history of business development and customer support. Together, they are bringing tools for knowledge management to small teams. Learn
7 Ways Self-service is like a ShamWow
Like late-night TV, the mind can go from the sublime to the ridiculous when it's dark and quiet. And so here I am with 7 reasons why self-service forums are like a ShamWow. 1. ShamWow's in your face around the clock Just
Types of knowledge
The most effective knowledge management strategy considers the ways different types of knowledge—explicit, tacit, and implicit—flow and stagnate, and enables the mobilisation of critical knowledge to where it needs to be. Relying on a single approach to knowledge transfer, leaves
Metrics and Knowledge Management
I've been asked recently about metrics in knowledge management. Specifically, what are the things I like to measure. I do have a favourite. Diving down into the read count per topic or category and then looking further into what