The Art of Managing Knowledge

Is knowledge management seen as a chore? Is your knowledge base out of date? Shrinking? Neglected?

The Art of Managing Knowledge workshop focuses on implementing and improving knowledge management techniques for support organizations. It can be used as a strategic decision forums or as a mechanism to train the team on knowledge management processes.

  • The four 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
  • Staffing and organizing for knowledge management
  • Rewards and incentives
  • Metrics
  • Changing the culture of the support organization to move from case resolution to knowledge management
  • The workshop can be customized in length from two hours to two full days, to suit the needs of knowledge contributors, executives, and knowledge coaches.
  • This is a good vehicle to decide whether to adopt Knowledge-Centered Service (KCS) and explore its advantages.
  • We customize each delivery to suit your exact needs. For more information or to schedule a session, please contact us.

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