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 … 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
There are a few important reasons to use the "Work in Progress" (WIP) status in a KCS implementation. First is to preserve the customer context across the life of the … Continue reading Why do we need a WIP?
Based on discussions with Consortium Members, we've recently made two important changes to the KCS v6 Practices Guide: Visibility is now Audience (in reference to Article State)PII (Process Integration Indicators) … Continue reading KCS v6 Practices Guide: Two Recent Updates
Intelligent Swarming℠ (Agile Collaboration) is a dramatically different way to organize people and work. It challenges 30 years of accepted practice and structure in support. Released April 2019, this Framework … Continue reading Intelligent Swarming Framework Released