November/December 2026 [Volume 35, Issue 6]

Features

Readers' Choice Awards 2026 - eGain: AI ROI is a Knowledge Problem

eGain AI KnowledgeOps, running on the eGain AI Knowledge Hub, is a continuous, automated discipline that keeps every answer current as products, policies, and regulations change.

Readers' Choice Awards 2026 - KMS Lighthouse: Your AI Agents Are Only as Good as the Knowledge Underneath Them

When content is outdated, duplicated, or contradictory, AI does not fix it. It delivers the wrong answer faster, with more confidence.KMS Lighthouse solves that problem at its source. Our platform gives organizations a single, governed source of truth that serves human agents and AI agents alike, so every answer is consistent, compliant, and current on every channel.

Readers' Choice Awards 2026 - Shelf: Turning Enterprise Knowledge into the Foundation for Breakthrough AI

With Shelf, organizations get precise AI answers their people and customers trust, automation that holds up at scale and real returns on their AI investments.

2026 KM Leaders Circle - Data Harmony Allegro: Semantic Control Layer from Access Innovations, Inc.

Data Harmony solution applies domain-specific taxonomies that dramatically improve search accuracy, reduce noise, and deliver precise results—fast. With thousands of hours of subject matter expert input and prebuilt knowledge domains, we eliminate the months-long process of taxonomy creation and enable rapid implementation across your entire content ecosystem.

2026 KM Leaders Circle - Document360—The Enterprise Knowledge Base Built for the AI Era

At its core, Document360 is a knowledge base platform that gives organizations one governed home for everything they know. Teams publish public knowledge bases for customers, private knowledge bases for employees, or mixed knowledge bases that serve both from a single source of truth. And it goes well beyond the traditional help center: the same platform produces API documentation, software documentation, user manuals, standard operating procedures, and step-by-step guides.

2026 KM Leaders Circle - Shelf: The Knowledge Context Layer for Accurate, Consistent and Trusted AI

Shelf Cortex, transforms documents, files and business logic into a governed and quality-assured data model that AI can interpret and act on.

2026 KM Leaders Circle- Upland RightAnswers - Ready for Smarter Knowledge?

RightAnswers brings you one step closer to a world where trusted knowledge works on behalf of the organization, reaching employees where they already work, helping authors understand what remains valuable, and making it easier to maintain quality at scale.

KMWorld Readers' Choice Award Winners 2026

Technology, for KMers, presents many impressive tools to aid us in our mission. We don't do technology for the sake of technology, although some of us do enjoy tinkering with the possibilities inherent in, say, each new language model from the AI technology companies. It is also incumbent upon KMers to test out what our vendors are doing to use AI in their products. Two questions are paramount: Does the new version of a product work as intended? And does it actually match up with what we need to accomplish in our individual work situations?

KMWorld Leader Group for 2026: The KM Leaders Circle

The Leader Group showcases the broader landscape of exceptional KM solutions available to organizations today.

New Looks for Intranets and Dashboards

The new looks for intranets and dashboards will continue to expand on enhanced visualizations and personalization to further knowledge flows.

Future-Proofing Your KM Initiatives

Key elements for future-proofing KM initiatives are governance, providing searchable and actionable content, and finding highly qualified personnel. This list is easy to write, but difficult to execute. To be sure, the age of agentic AI will be a challenging one for KM.

The Next Evolution of KM: From Service Provider to Enterprise Capability

The end goal is to create a governed, connected knowledge environment that allows both people and AI to find and use the knowledge they need—and ultimately helps the organization realize greater value from its technology and AI investments.

ViewPoints

Stop Building Exploratory Dashboards and Start Building Decision Dashboards

Organizations don't suffer from a lack of data—most have more than they'll ever fully use. What they are missing is the ability to transform data into a subsequent step that someone can take responsibility for. This week, choose your top-viewed dashboard and evaluate it with one question: Does it indicate a decision, or merely outline a scenario? If it merely describes, you already know how to proceed. Exploration is where analytics begins. A decision is the only place it's allowed to end. 

When AI Reads a Website, Small Errors Stop Being Small

Businesses have always been told to keep their websites accurate. The difference is that the penalty for ignoring it used to be slow, one visitor at a time. AI changes the scale and speed of the mistake. 

David Weinberger

The Meaning of ‘A Thing’: Six Books, Two Questions

The Future of the Future

Rethinking Governance

Ethical Innovation

In Praise of Legacy Applications: An Information Management Perspective

Legacy systems aren't just containers of data; they're containers of context.