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?
We always stress the importance of ensuring KCS articles are written in the customer context and are problem-centric rather than solution-centric. We might capture and publish an article on "How … Continue reading Context is More Important Than Content for Executive Buy-In
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
Vocabulary is important! I propose there are three words we should eliminate from our service and support vocabulary: deflection, avoidance, and consumption. These three concepts are very self-centered; they reflect … Continue reading Vocabulary is Important
How do we deal with very generic issues or problems that have multiple possible causes? There are two ways to approach this: a hub article or a resolution path. While … Continue reading Hub Article or Resolution Path?
We always caution KCS design efforts to not “over engineer” the process or the content standard. This is particularly true when it comes to article templates. People often ask, "how … Continue reading How Many Article Templates Should We Have?
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