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
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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
We are excited to announce the availability of a new KCS case study! ServiceNow: Implementing KCS Delivered 52% Faster Time to Relief details ServiceNow’s Customer Support journey with KCS. In … Continue reading Announcing a New KCS Case Study
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
Measuring the shift left of a digital transformation journey has always been a challenge for service organizations. Part of the issue has been their reluctance to change the currency of … Continue reading Measuring the Shift Left of Your Digital Transformation
We had our first KCS Academy Virtual Roundtable event earlier this month. It featured six discussion topics, each facilitated by a Consortium for Service Innovation staff member or another KCS … Continue reading KCS Metrics for Senior Leadership
I was recently interviewed, along with Ryan Mathews, Digital Support Director at NetApp, by Al Hahn from the Association for Support Professionals. We discussed the differences between a good support … Continue reading A Good Support Website Versus a Great One
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