ICYMM: Three Tips to Power Your Knowledge Management Initiatives

ICYMM: In case you missed me, linking to articles or other places in the web where you can find my research and content. I had a few weeks ago the change to talk to the lovely Lori Alcala  about Knowledge Management.  She was interested in learning more about the research and findings from a report … Continue reading ICYMM: Three Tips to Power Your Knowledge Management Initiatives

ICYMM: Knowledge Management Questions for 2015+

ICYMM: In case you missed me. I often write in other blogs and properties and I am sure you don’t have the same Google Alerts I do – which means you can occasionally miss my writings.  In an effort to keep you always alert to what matters (you’re welcome – its my privilege to help) … Continue reading ICYMM: Knowledge Management Questions for 2015+

Knowledge Management and Customer Satisfaction

We all know the statistics, right? most dissatisfied customers will eventually tell 9 other people about their problem  only 4% of dissatisfied customers actually complain to the company  satisfied customers tell 5 to 6 other people about their positive experience and many others like it (it costs more to get a new customer than to … Continue reading Knowledge Management and Customer Satisfaction

Continuing Discussions on Knowledge Management

Did you have fun reading through the last series of posts about the future of knowledge management I wrote for Stone Cobra (links at the bottom of  this post)? My model is to do “sponsored” research; I know it sounds horrible, so let me explain. I don’t have the bandwidth as a single person organization … Continue reading Continuing Discussions on Knowledge Management

May I Recruit Your Help in a Knowledge Management Research Project?

Late in 2011 I conducted my first market research project on Knowledge Management. I wanted to get an idea of what was going on in the world, what projects you (royal you, not you personally) were working on, what projects you were going to invest money in, and (more than anything) what was affecting your … Continue reading May I Recruit Your Help in a Knowledge Management Research Project?

Knowledge? We Don’t Need No Stinking Knowledge…

Hilarious, I know. And also, false.  We do need knowledge.  Now more than anything. I am launching the fourth edition of the knowledge management usage study for customer service to find out how we are doing.  Last year we found some morsels of Tiedosta (remember? to know, about knowledge) that pointed us to maintenance as … Continue reading Knowledge? We Don’t Need No Stinking Knowledge…

A Social Knowledge Framework

Following up, and wrapping up actually, on the short series I have been publishing on social media as an interim (but essential) step towards collective knowledge I’d like to cover a draft version of the framework I see for social knowledge. You hopefully have been keeping up, reading all about the evolution to social knowledge, … Continue reading A Social Knowledge Framework

What is Social Knowledge?

Expanding on the issue of social knowledge I started last time, thanks to my friends at Moxie and my sponsored research model, I want to take it one step further. We explored last time what is the path to social knowledge and how today’s shifting paradigm of knowledge management makes it possible.  We talked about … Continue reading What is Social Knowledge?

The Story of Social Knowledge

I know I have been writing a lot about Knowledge Management lately, but this is a very exciting time and the paradigms are shifting as I have mentioned.  The old model of creating and storing knowledge to eventually using it (maybe) is disappearing in favor of knowledge generated and maintained by users and communities.  I … Continue reading The Story of Social Knowledge