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
Author: Kelly Murray
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
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 … 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 … 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 … 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 Tours previously scheduled … Continue reading The KCS Academy World Tour