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 …

Why You Should Crowdsource Your Help Desk Response

Today’s post is a guest post from Ashley Verrill—Ashley Verrill has spent the last six years reporting and writing business news and strategy features. Her work has been featured or cited in Inc., Forbes, Business Insider, GigaOM, CIO.com, Yahoo News, the Upstart Business Journal, the Austin Business Journal and the North Bay Business Journal, …

Why You Should Open Up Support to Your User Community

Do you know you have a ready-made community of practice that could be sharing knowledge amongst each other about your product or service? They might be talking in person, but it’s likely they occasionally talk to each other on Facebook or Twitter, as well. When groups of people get together to talk about your …

KM Australia Congress 2012—An interview with LEGO’s Signe Lønholdt

Signe Lønholdt is the Online Community Editor for LEGO. She’s making the long-haul journey out for KM Australia Congress in a few weeks. I can appreciate what an epic trip that is. We took a family holiday to Europe last year, and LEGOland in Billund, Denmark, was on our itinerary. Perhaps that means I’ve saved the best interview till last, but Chandi Kapur’s and Felicity McNish’s were just as interesting and I look forward to meeting each of them at Congress in Sydney. Signe will be presenting on day one, as well, with “Building Social Value in LEGO, Brick by Brick”.

Structure vs Search: Curating Knowledge

As Facebook approaches IPO and Twitter becomes part of the general media landscape, corporate-sanctioned social media tools are slowly seeping into the workplace. Once you’ve made the cultural shift of getting people using tools like Yammer, it’s not much of a leap from being one of the cool kids to becoming another confused one.

People are starting to wonder how to blend the structured environment of a knowledge base with the more chaotic and time-sensitive social channel, or whether they must choose one over the other. Well, you can run both and frankly, you should.

My IT Predictions for 2012

I think we all know by now that BYO device and cloud computing are ruling the conferences and conversations at the moment. Don’t get me started on the “cloud” terminology, by the way. Also known as the Internet, non? Anyway, these two things herald some change in approach to IT service management.