Knowledge Management

Trouble understanding metadata? In this article, we’ll dig into the questions, what is metadata and how to use metadata, as well as provide advice on managing it. Going solely on…

In a remote-first workplace, poor search, minimal AI, knowledge silos, and irrelevant data are hampering productivity, decreasing proficiency, and driving employees out. We need a better Intranet. The first versions…

The conversation about knowledge management has never been more rigorous. Though it has been a while since the Borg of Star Trek fame introduced many of us to the notion…

Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management was dead. A dusty backoffice relic…

Knowledge lies at the heart of every service desk. It’s how agents respond to problems and learn about the systems they administer. It’s what we pass along to customers when…

Unstructured content. As a writer, I hate that term. I remember the first time I heard reference to it — sitting in a meeting and technical people were talking about…

Trying to find some case swarming best practices? Let’s start by thinking about what your customers want. There’s a reason 72% of customers say they prefer self-service. When done right,…

Despite potential synergies, mergers are never easy — and often never achieve the economies of scale that were imagined. They require a marrying of cultures, knowledge, and the processes of…

The past two years’ transition to remote and hybrid work has forever changed the workplace. Work is increasingly distributed — to meet new demands to attract talent, enterprises are  offering…

During my various adventures in the technology space, nothing was more frustrating than a poor culture of knowledge sharing. I can recall numerous occasions in which “end users” — aka…