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Knowledge Management

Video commentary from an interview with Sue Feldman, Founder & CEO, Synthexis, at the KMWorld 2015 conference on knowledge, content, and document management. Posted November 18, 2015

Video commentary on executive management's role in knowledge management by Nancy Dickson, President, Common Knowledge Associates, at the KMWorld 2015 conference. Posted November 17, 2015

Video commentary by Steve Barth, Senior Consultant, Hitachi Consultant, at the KMWorld 2015 conference. Posted November 16, 2015

Video commentary by Jean-Luc Abelin, Director, Knowledge Management Group, Lafarge at the KMWorld 2015 conference. Posted November 13, 2015

Multi-channel customer service and support Posted November 11, 2015

Offers improved user adoption of business application Posted November 11, 2015

Disruptive trends—digital transformation, big data and analytics, the health care crisis and massive infrastructure failure—are transforming global markets. Posted October 29, 2015

"The point now is to get to the root cause, not just documents that are related to certain topics. We want to provide the right context so that users are getting the answers they want, reducing the time to insight." Posted October 29, 2015

The twelfth annual KM Singapore conference was organized by the Information and Knowledge Management Society in September 2015, with the theme Unlocking the Knowledge-Ready Advantage. The four-day event included workshops, panels, keynotes, "unconference" sessions, an expert panel to field audience questions and site visits to KM practitioner organizations Posted October 29, 2015

I've long been irked by the Data-Information-Knowledge-Wisdom pyramid that is so often casually embraced as if its truth were obvious. I disagree with its implication that knowledge is a filtering down of information. Posted October 29, 2015

Data is every organization's most important asset. And yet, managing ever-increasing volumes of documents and their metadata remains a surprisingly complicated and thorny issue. It requires identifying and applying document descriptors, ensuring proper documentation is collected and shared, and incorporating access to boxes of forms and paper often kept in-house or off-site that organizations are required to keep for audit and compliance purposes… Posted October 28, 2015

Keeping a handle on project efficiency at a large financial institution is not easy. Not to mention having to accurately plan and assign resources so work gets done without wasting time and money. This is especially challenging for global institutions like Cisco Capital, which supports Cisco's vast business and partner network and provides financing solutions across more than 100 countries… Posted October 28, 2015

With the growing popularity of online communities, curated content, the wis­dom of the crowd and other social trends, organizations may wonder if formal knowledge management should still play a part in future customer service plans. Although social content is an important innovation that can add value to your overall customer support landscape, for­mal knowledge management is still vital and offers several benefits that extend beyond these more informal content sources… Posted October 28, 2015

As enterprises accelerate down the path to complete information governance, they are looking at methods and technologies for improving critical document-centric processes to support their goals. In order to leverage content for future business growth, it is key that ALL of an organization's data is extracted, examined and prepared appropriately to move through the document lifecycle… Posted October 28, 2015

Knowledge management—KM—has known plenty of ups and downs. Long maligned as an expensive, unworkable, unfundable and user-unfriendly fad, it probably deserved much of that bad rep. Not all of it, but some. You don't have to be burned twice to keep your hand off the grill. Well, guess what? KM is now on an upswing… Posted October 28, 2015

Releases Experience Platform 8.1 Posted October 20, 2015

Self-service analysis with natural language processing, data visualization, predictive analytics Posted October 15, 2015

Unveils Allegro CL Version 10 Posted October 07, 2015

Collaboration tool works across all of its customer organizations Posted October 07, 2015

How to Rapidly Develop Knowledge Transfer Capability By Improving Performance Posted October 01, 2015

Being agile is critical. Agile can mean applying an incremental and iterative approach, or evolving through collaboration between self-organizing and cross-functional teams to promote early delivery, continuous improvement and rapid response to change. Posted October 01, 2015

A bubble is really just a coherent set of beliefs. Beliefs need coherence or they're not beliefs. They literally make no sense. I could not believe that flowers are beautiful because their DNA has evolved to attract insects unless I also believed in DNA, natural selection, insect-based pollination and the results obtained through scientific research and equipment. Posted October 01, 2015

Workplace collaboration on any device Posted September 30, 2015

Self-service technology, whether in store or online - is a value add today's connected customer has come to expect. With competition plentiful and differentiation difficult, one bad customer experience can be the difference between a loyal customer - that keeps spending with your brand - and a dissatisfied customer that takes their business elsewhere and never comes back. Posted September 28, 2015

Automated tagging of posts to improve content value, searchability Posted September 25, 2015

Develop standards-based, semantic-driven applications Posted September 24, 2015

Streamlined workflows, ontology management, recommendation engine Posted September 17, 2015

Not too long ago I swatted the beehive that is the KM CKO position. And, as one might expect when doing so, the stings were numerous and from every direction. Posted September 16, 2015

We published our first KMWorld Trend-Setting Products list nearly a decade-and-a-half ago because we wanted to bring some clarity to the sometimes elusive knowledge management needs of our subscribers. Posted September 01, 2015

"Many business models under which organizations operate do not truly accommodate the requirements for today's knowledge economy. They do not incorporate the learning cycle or the process of innovation, and without a valid model, metrics are difficult." Posted September 01, 2015

In the context of knowledge management, how can design thinking help with process architecture, tools and a knowledge sharing culture? Posted September 01, 2015

My hypothesis is that for many content-centric and knowledge-centric processes, those involved want to get to the "good stuff." The demonstrations, the visits to trade shows and the selection of a vendor are just more fun than making flow diagrams and verifying requirements. Posted September 01, 2015

All reading starts off sympathetic. If you're reading what someone wrote, it's because you want to understand what she means. That's an act of sympathy right there. Posted September 01, 2015

Introduces Captivate Prime Posted August 20, 2015

Healthcare informatics and information Posted July 29, 2015

Enables the development of cognitive computing systems Posted July 21, 2015

When I was 7 years old, my father took me to the park to teach me to ride a bike. At one point he let go and I kept pedaling--straight into a tree. Although he had best of intentions, my father forgot to make sure I knew how to steer. There are certain skills you aren't born with that you need to be taught. The same can be said for customer service . . . . Posted July 07, 2015

FAQs (frequently asked questions) make up more than 80% of incoming support questions by e-mail or telephone; however, 67% of consumers say they prefer a self-service channel to calling customer service for support (Forrester Research). It goes without saying then, that the FAQ section is one ?of the most important resources a website can offer customers.

Self-service not only reduces costs by deflecting calls or email, but it also frees up customer service resources for more complex issues . . . .
Posted July 07, 2015

In the "age of the customer," power has shifted from large, established brands to the digital consumer. Technology-led disruption is eroding traditional competitive barriers such as manufacturing strength and distribution power. As these barriers to entry dissolve, a laser-like focus on the customer has become a strategic imperative. Only the organizations that deliver engaging experiences will dominate their markets . . . . Posted July 07, 2015

Knowledge management is key to exceptional service across the enterprise. When organizations prioritize and create customer-centric cultures, the "everyone serves" mantra can be quite powerful. Competition can be fierce, which is why high-quality experiences, customer engagement and employee empowerment are so important in sales and service delivery. It's where putting the best tools and resources in the hands of skilled practitioners can make a significant impact . . . . Posted July 07, 2015

The customer experience has adapted (and has been adopted) into many variations. It's hard to imagine any organization which hasn't at least explored how to serve its customers better, or else they're stupid. There are simply too many alternatives and too many channels for today's smart consumer to just…walk…away . . . . Posted July 07, 2015

Financial services companies are using a variety of knowledge management solutions to locate documents and disseminate information across the enterprise, for improved contact center performance and to mine data from employee feedback surveys. Posted July 03, 2015

A shift from traditional information management methods is taking place. The shift is not revolutionary. The change is evolutionary. At some point enterprise knowledge solutions give way to newer, smarter and predictive systems. Posted July 03, 2015

Cloud-based collaborative learning Posted June 25, 2015

Why KM in the Cloud May Be Right for You Deploying knowledge management (KM) in the cloud might be the right strategy if your organization is looking to further expand into digital services for customer engagement. It might also be the best strategy if your current system is three versions behind and you are concerned about the high upgrade costs. But, how do you know for sure? Let's take a look at some of the business benefits of cloud KM. A few distinct advantages are unique to deploying cloud KM . . . . Posted June 25, 2015

KM leaders share lessons learned and thoughts on ROI Posted May 28, 2015

You've already read about smart cities in this column. Now take that concept and make it mobile. Add to it the capacity to set up and accommodate tens of millions of inhabitants, and in 30 days, tear it all down. Posted May 28, 2015

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