The Knowledge Manifesto

The Knowledge Manifesto:
Practical Knowledge Management for Support Organizations

This practical workshop focuses on knowledge management techniques in support organizations. It's designed for executives, managers, and individual contributors who want to leverage experience acquired throughout the support center to provide self-service options, expedite case resolution, enable internal training, and ultimately increase customer satisfaction while decreasing costs.

The workshop is model-agnostic: whether you want to use a specialized content team or go with a Knowledge-Centered Support strategy, you will find applicable techniques and ideas. (And if you don't know yet what knowledge management strategy to use, we'll help you pick one that works for your specific requirements.)

The workshop uses small-group techniques and multiple exercises so you take away an array of practical tools to make your knowledge base more useful for internal and external users.

Topics covered include

· the 4 models for managing knowledge – and which one(s) are appropriate for your organization

· finding sources of inspiration for ready-made solutions

· managing the creation and publication cycle

· maintaining the knowledge base

· search engines and retrieval

· leveraging the knowledge base for self-service and online support

· knowledge management tools and vendors

· staffing and organizing for knowledge management

· rewards and incentives

· metrics for knowledge management and how to avoid metrics that can be “gamed”

· changing the culture of the support organization to move from case resolution to knowledge management

· desperate cases: neglected knowledge bases, migrations, very large product lines, etc.

We customize each delivery to suit your exact needs. A one-day version of this workshop is available for executives and other individuals who have a strategic view of knowledge management and do not require detailed hands-on skills.

For more information or to schedule a session, please contact us.

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