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 school class. She sent an email to the overwhelmed IT administrator at the school district, but figured it out herself before he responded. She sent … Continue reading Sustaining Participation in KCS
Author: Kelly Murray
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 that their actions are making a difference - especially when we are doing “delayed gratification” work where the results of our efforts are not immediately … 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 30 people exploring the role of a coach, and learning skills, techniques, and frameworks for effective coaching. This week, Dr. Beth published a post 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 of having responders create knowledge in the workflow! However, we recently got a question about how that plays out in practice. Should we really publish … Continue reading Should Not Validated Articles Be Visible Externally?
I often think about how the people-side of KCS® is what makes it special. When you read how to implement a KCS program in the Adoption Guide or you reference how to start the Solve Loop in the KCS v6 Practices guide, it doesn’t talk about the relationships you build when you go through a … Continue reading KCS with Friends
The KCS Academy hosted a KCS in Action web session on September 25 about how to improve collaboration between groups who contribute differently to essential knowledge capture in organizations. Watch the recording here (YouTube). With well over 100 attendees tuned in live, the chat window was full of valuable insights and conversation. It’s no surprise … Continue reading Tech Writers and KCS
KCS is a significant culture change for most organizations. We are attempting to shift the culture away from recognizing people for what they know, and toward recognizing people for their ability to learn, collaborate, and share. KCS Coaches play an integral role in making this shift, both by helping knowledge workers integrate the new KCS … Continue reading Coaching and Motivation
Big news from the Consortium for Service Innovation: Arnfinn Austefjord joins the staff as the Global Head of the KCS Academy on June 3, 2019. The KCS Academy continues to nurture and support the ever-growing number of KCS practitioners, Certified Trainers, and KCS Verified and Aligned partners, and Arnfinn’s focused leadership will facilitate the growth of this expanding network. … Continue reading Welcome Arnfinn Austefjord, Global Head of the KCS Academy
Join us for our in-person KCS® events. We're bringing the KCS community together for Knowledge-Centered Service content, conversations, and connections. Due to concerns around COVID-19, the World Tour previously scheduled for June 2020 in Amsterdam has been postponed. Updates will be provided on this page. Fall 2020 date and location coming soon The KCS Academy, … Continue reading The KCS Academy World Tour
If you’re considering KCS®, or want to introduce KCS Practices and techniques to a broad audience, this interactive, online training offers an efficient, cost-effective way to do so. This $97 training, which is self-paced and typically completed within 60-90 minutes, provides an overview of: KCS conceptsThe KCS ArticleThe process for creating an articleProcess IntegrationPerformance Assessment … Continue reading Demo the KCS v6 Fundamentals Online Training