We've been talking a lot lately about Knowledge Domain Analysis and how the knowledge worker behavior of "reuse" - of linking or attaching a knowledge article to an incident - … Continue reading Thinking About Linking: Resolution vs Reference Articles
Author: Kelly Murray
A KCS v6 update! The methodology continues to be refined through use by the members of the Consortium for Service Innovation. As we think about how we assess value creation … Continue reading Article Quality Index (AQI) is now Content Standard Checklist
A KCS in Action Call Ryan Mathews, Director of Digital Support at NetApp, recently presented on how the NetApp Support Team rebooted their KCS program by lowering effort, nudging for … Continue reading Leveling Up to KCS v6 Standards at NetApp
An edited and condensed excerpt from a February 8, 2021 Consortium Member phone call. What does a coaching program look like in a mature KCS environment? Monique Cadena, Principal Program … Continue reading The Benefits of KCS Coaching: A Conversation
A guest post by Andy Koopmans, Senior Technical Writer at F5 When we started KCS at F5, I was skeptical and concerned. As a technical writer on the AskF5 team … Continue reading Trust issues: a letter to my knowledge-sharing colleagues
A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer … Continue reading Sustaining Participation in KCS
Earlier this week, KCS Certified Trainer Aprill Allen posted a Tweet that got me thinking about the many, many conversations we’ve been having about the importance of reflecting to people … Continue reading Identifying and Communicating Impact
Just three weeks ago, we hosted a one day KCS Coach Workshop taught by Dr. Beth Haggett, who developed the KCS Coach program. We had a great day together: about … Continue reading Virtual Connection
We often talk about how customers want to know what we in support know, as soon as we know it. Publishing knowledge to requestors quickly is one of the benefits … Continue reading Should Not Validated Articles Be Visible Externally?
A guest post by Laurel Poertner, Director Knowledge Services at F5 Networks. I often think about how the people-side of KCS® is what makes it special. When you read how … Continue reading KCS with Friends