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Knowledge Management

Community-based knowledge creation for customer service is not that new. However, enabled by the ubiquity and ease of use of the Web and the availability of social-networking tools, it has gone to a whole new level, leading to the coinage of the term "social knowledge." While more prevalent in B2C sectors, social knowledge is also starting to matter in B2B sectors. How can companies harvest the best of social knowledge for the customer service they offer through their own contact centers and service organizations? How should they engage with customers on social websites? The following five-step plan will help increase the odds of success... Posted October 19, 2009

Leading companies all over the world have significantly improved their customer service with well-executed knowledge management strategies. Knowledge management has transformed these companies, enabling them to harness the true value of information to improve overall service, cut costs and boost customer satisfaction and revenues. For other organizations, knowledge management initiatives have been plagued with costly setbacks and obstacles. What can be done to ensure the success of your knowledge management initiative? While the specific goals and implementation requirements of knowledge management vary... Posted October 19, 2009

There has always been a partisan divide among proponents, and critics, of know-ledge management. On one side of the aisle, there's a primarily vendor-driven insistence that "knowledge management" is the sum of a series of technologies, somehow mashed up and desktopped in such a way that the management of corporate know-how is "automated," and the result is the seamless transfer of information in all its forms among the minions that trudge through the door every morning. On the other side are the intellectual snobs who insist "knowledge cannot be managed." They'll concede that certain content management and analytics tools might smooth the pathway for "information management,"... Posted October 19, 2009

LiveCycle Enterprise Suite 2 Posted October 14, 2009

Low-cost deployment of Web sites, intranets and portals Posted October 14, 2009

Inquira's iConnect for Siebel Contact Center Posted October 14, 2009

Active Endpoints Announces ActiveVOS 7.0 Posted September 30, 2009

NewsGator releases Social Sites 3.0 Posted September 30, 2009

Posted September 30, 2009

This is the second half of a two-part article, originally appearing in our KMWorld magazine, that explores the findings of a recent study on the future of the knowledge worker. The purpose of the research was to look at longer-term trends in how organizations will likely try to provide a compelling work environment that attracts, retains and leverages the best of the knowledge workers of the future. There are, of course, serious implications for search. Posted September 30, 2009

"The market for digital asset management (DAM) solutions remains robust, driven by increasing demand for rich media on Web sites, for marketing materials and in technical documentation. Ideally, assets for those purposes are managed centrally and published as needed to different destinations... Posted September 29, 2009

"We wanted to be able to process more business with the same number of staff ... Being able to reuse information saves a tremendous amount of time..." Posted September 29, 2009

eTouch releases SamePage 4.2 Posted September 16, 2009

Novell introduces new application Posted September 16, 2009

Coveo unveils new product Posted September 14, 2009

Information Today acquires conference Posted September 14, 2009

Posted September 09, 2009

IBM unveils new ECM software Posted September 02, 2009

Offers integrated e-discovery, archiving and compliance Posted September 02, 2009

Posted September 02, 2009

In times of economic turmoil, taking a look into the future toward 2020 might seem like an academic exercise at best. On the other hand, understanding what organizational strategies executives and professionals believe are needed to ensure a viable future is critical to identifying opportunities on the horizon as well as challenges before they become insurmountable. The purpose of this research was to peer into those longer-term trends to determine how organizations will likely try to provide a compelling work environment that attracts, retains and leverages the best of the knowledge workers of the future... Posted August 28, 2009

Autonomy adds to intelligent audio analytics Posted August 26, 2009

Altadyn debuts new platform Posted August 26, 2009

In a challenging economic climate, the name of the game is lowering costs and doing more with less. In our personal lives, we postpone or forego purchases that we do not deem absolutely necessary. In our business lives, we look for ways to do things more efficiently. We cut costs from day-to-day operations and take steps to increase the productivity and value of resources... Posted August 18, 2009

IBM facilitates decision-making Posted August 17, 2009

Improving client services Posted August 17, 2009

Enhanced e-discovery and early case assessment Posted August 17, 2009

CA and Acxiom partner Posted August 05, 2009

As more and more information is communicated through informal channels such as blogs and wikis, the importance of incorporating those electronic documents into a formal life cycle strategy also increases. An area of particular vulnerability is the issue of knowledge retention as the baby boomer generation moves into retirement... Posted August 03, 2009

Attensity Group offers deep analysis Posted July 22, 2009

Effective harvesting of knowledge Posted July 22, 2009

Xerox launches new tool Posted July 22, 2009

StoredIQ releases desktop agent Posted July 13, 2009

Socialtext encourages collaboration Posted July 13, 2009

Targets criminal and terrorist threats Posted July 13, 2009

MindTree extends its reach Posted July 08, 2009

Inmagic introduces DB/TextWorks V. 12 Posted July 08, 2009

Significantly boosts scalability Posted July 08, 2009

Social knowledge management (SKM), spawned by Web 2.0 and energized by the new economy, is changing the way we think about traditional knowledge management (KM). Like any new approach to age-old problems, it's sometimes hard to separate fact from fiction.Everyone can agree that at its core, a successful SKM strategy starts with a knowledge repository where content is managed and accessed, and that it's critical to enhance that experience through the "wisdom of the community..." Posted July 07, 2009

Today, more than ever, new technologies and the movements that go with them seem to become ubiquitous in a flash. Take social networking. It's difficult to remember a time when there wasn't at least one mention of MySpace, Facebook or Twitter either in the news, in a chat with friends or even at the dinner table. And whether you've just heard about it during water cooler conversation, or like so many other people you've begun encountering long-lost... Posted July 07, 2009

The seismic success of Facebook, Wikipedia, Twitter and other social computing tools sets the bar pretty high for social computing initiatives within the enterprise. Though viral in the consumer realm, social computing tools require careful handling—and sometimes a little push—to achieve the desired results in a business context. What businesses typically expect out of social computing tools are powerful new ways to discover expertise... Posted July 07, 2009

Social computing tools including blogs, podcasts, wikis, RSS feeds and tagging, as well as networking capabilities similar to those on Facebook and LinkedIn, are increasingly finding their way into the enterprise. Tools like these can help knowledge workers get work done more efficiently and cost effectively. They also make collaboration across different companies ("the extended enterprise") easier and much more efficient. Social collaboration technologies... Posted July 07, 2009

The world of work is changing. Disruptive forces are at play in business and are compelling organizations to rethink traditional content communication and the way we define an information worker. We must address these disruptive forces to stay competitive, deliver services, manage risk and costs and protect the corporate memory resident in employees and applications. A more social workplace and marketplace raises productivity even as resources become scarce... Posted July 07, 2009

"I love you ... You love me ... We're best friends like friends should be..."The Barney theme song haunted me for years. My kids—like most kids—were Barney robots, and parked in front of the tube every morning to see the purple dinosaur frolic meaningfully in his carefully diverse neighborhood. And every morning, at the 28:30 minute mark, my two kids would coming running into the kitchen screaming, "Mommy! Daddy! The song! The song!" And we would dutifully drop whatever we were doing and come to the TV to sing along with them... Posted July 07, 2009

The magnitude of stimulus funding from the American Recovery and Reinvestment Act (ARRA) of 2009, combined with mandated requirements for accountability and transparency, has posed significant challenges to organizations that are either distributing or receiving funds. The total amount authorized was $787 billion, not all of which has been distributed. Federal agencies must report on how much funding has been authorized, awarded and spent in each category. States are in the process of allocating the funds to various projects. ARRA requires that expenditures and progress must be tracked and presented on a public Web site.... Posted July 03, 2009
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