Scott Bideau

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KM Best Practices: April 19th, 2022 (Event #3)

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On April 19, 2022

In KM Best Practices Events

In this recording of the April 19th KM Best Practices group meeting, you can hear from:

  • Laurel Poertner, Director of Knowledge Services at F5 and former KM leader at Coveo, Irrevo, Aptean, and Knova.
  • Libby Healy, Knowledge Manager at Waters Corporation and former KM leader at Tyler Technologies and Athenahealth.
  • John Ragsdale, Distinguished Researcher and VP of Technology Ecosystems at the Technology Services Industry Association (TSIA) and former Forrester analyst as well as former KM/CRM leader at Clarify, Nortel, and Answer Systems.

…share the knowledge management best practices that they have observed, created, and enacted that helped them mitigate the unique challenges presented by Covid-19, including the sudden shift to a remote workforce and the resulting effects of the “great resignation.”

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KM Best Practices: Jan 19th Event

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On January 20, 2022

In KM Best Practices Events

In this recording of the January 19th KM Best Practices group meeting, you can hear Jeff Harling, Head of Global Self-Service at Zoom, Monique Cadena, Knowledge & Collaboration Leader at Akamai, and Christina Roosen, Sr. Community Program Manager at Akamai share their combined experience of 50+ years in knowledge management across other companies like Avaya, Comcast, Ring Central, Aspect Software, Zendesk, Quest Software, and Dell, including awards such as “KCS Innovator” and “JD Power & Associates Customer Excellence.”

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KM Best Practices: Oct 8th Kickoff Event

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On October 14, 2021

In KM Best Practices Events

Join leaders from Microsoft and NetApp to discuss a variety of best practices around knowledge management and customer support in this special web event facilitated by David Kay and Scott Bideau, both seasoned Knowledge-Centered Service (KCS) and KM experts.

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My Inflatable Standup Paddleboard (iSUP) Setup for Fly Fishing

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On April 29, 2021

In Fly Fishing

My first attempt at fly fishing from a standup paddleboard was essentially a mitigated disaster while trying to deal with wind, too much clutter on the boat deck, and fish that were easily spooked. I have since learned to actually catch fish from the inflatable SUP but recently spent a lot of effort trying to streamline everything to become more stealthy for sight fishing. I’m pretty happy with the results, which I have documented in this post.

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Families Rave About Opportunities Offered Through Help Portrait Prescott

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On December 11, 2018

In Personal, Photography

Help Portrait Prescott is a new local chapter of a national organization that offers to individuals and families who could not otherwise afford it a posed, professional portrait in a studio environment. Each individual is given an 8 x 10 framed portrait; families receive an 11 x 14 frame. All are given digital shots and coupons to make additional low-cost prints.

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Help Portrait Prescott: A new event of ‘creativity and empathy’ for people struggling in life

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On December 1, 2018

In Personal, Photography

Scott Bideau, the organizer of Help Portrait Prescott, holds a portrait from a similar event a few years ago of a family who arranged for the portrait to send to their daughter serving in Iraq. The father in the photograph was a community leader who died two years later from lung issues he suffered after volunteering to assist his brother at Ground Zero after the 9/11 attacks. (Nanci Hutson/Courier)

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If You Don’t Do It This Year, You’ll Be One Year Older When You Do

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On January 26, 2018

In Personal

I saw my first Warren Miller ski film in 1998. Some friends and I were watching it over college winter break, and before the movie was over, I had convinced several of them to leave that night for a ski trip to Colorado.  I would soon fall in love with life in a ski town and eventually do as Warren recommended in the movie: move there.

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Goodbye Steamboat

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On July 12, 2017

In Personal

“Came for the winters, stayed for the summers.” A common saying amongst Steamboat Springs residents. Many credit the “Yampa Valley Curse” from a Ute Indian leader who swore nobody could leave once they moved in. Ironically, our family is now leaving because of the winters. Living in a ski town was a dream of mine since first visiting Colorado. I envisioned epic snow storms that lasted for days, secret powder stashes that never got tracked out, and a laid-back lifestyle that felt like a perpetual ski vacation.

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RV and Vehicle Weight Considerations

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On August 5, 2016

In RV Camping

Can your truck, SUV, or other vehicle tow a popup camper? The answer depends on how heavy the camper is, how much of that weight is distributed to vehicle hitch, how many passengers you carry in the vehicle, and several other items we cover in this post about towing capacity.

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Deflection, Defined & Measured

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On May 5, 2016

In Professional

What exactly is deflection, and how do we measure it? This is one of the most frequently asked questions I receive from clients.

There is overwhelming evidence that customers want to resolve their own issues via self-service, and doing so is far cheaper for the vendor than assisted service. This is one instance where customer satisfaction aligns perfectly with cost efficiency, meaning everyone from the CFO to the Chief Customer Officer to the customer themselves loves case deflection. If done correctly, that is.

But to measure something, you must first define it. So, let’s look at what constitutes a good deflection event and how success is measured.

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