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Author: Kelly Murray

News

Trust issues: a letter to my knowledge-sharing colleagues

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

November 12, 202010 Comments
News

Sustaining Participation in KCS

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

July 2, 2020July 23, 20202 Comments
News

Identifying and Communicating Impact

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

April 8, 2020May 27, 2020Leave a comment
News

Virtual Connection

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

March 20, 20201 Comment
News

Should Not Validated Articles Be Visible Externally?

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?

February 10, 2020February 10, 20202 Comments
News

KCS with Friends

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

December 3, 2019November 12, 20201 Comment
News

Tech Writers and KCS

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

October 7, 2019October 7, 20191 Comment
News

Coaching and Motivation

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

June 30, 2019June 30, 20192 Comments
News

Welcome Arnfinn Austefjord, Global Head of the KCS Academy

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

May 29, 2019May 29, 2019Leave a comment
News

The KCS Academy World Tour

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

March 5, 2019July 20, 2020

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Announcements

  • Announcing a New KCS Case Study December 14, 2020
  • Trust issues: a letter to my knowledge-sharing colleagues November 12, 2020
  • Measuring the Shift Left of Your Digital Transformation October 12, 2020
  • KCS Metrics for Senior Leadership August 25, 2020
  • A Good Support Website Versus a Great One July 15, 2020

KCS is not something we do in addition to solving problems.
KCS is the way we solve problems.

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