Collective Wisdom: Transforming Support with Knowledge, the original (and still only) blueprint for knowledge management in support organizations, is now available as an e-book. With a price under $10, we are hoping that many more readers will be able to enjoy it, and in a highly portable format to boot. (If you do not own a Kindle, you can use the Kindle reading app on a variety of other devices.)
Back in 2006 when David Kay and I published the original, hard-copy book, we wondered how well it would stand the test of time, and certainly the Tools chapter would name some different vendors today — but on the whole, having read and re-read the entirety of the text over the past couple of months to transition it to electronic format, I can say that it’s full of useful techniques and approaches, whether you are trying to decide on a staffing model or a good set of metrics. It’s served as an excellent reference for me to this day.
For those of you who prefer a “real” book, it’s still available here, albeit in dwindling numbers — and the hard copy will come autographed by yours truly, a feat I have not managed to master for ebooks! Order one today.