Category: Professional Page 1 of 2

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

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.”

I Need a Break From the Webcam

I worked remotely for 20 years before Covid and probably attended 10,000+ successfull web conference meetings that consisted of just audio and screen share. After reluctantly trying the constant webcam thing for 2 years, I can confidently report back that it is overrated. Add in the awkward virtual backgrounds and it feels like a habit that we all fell into and nobody wants to admit it might have been a mistake. Except for researchers, who have long warned us about this problem (see links below), and my eye doctor, who told me he is seeing more and more patients complaining of headaches and vision problems in the past 2 years.

KM Best Practices: Jan 19th Event

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.”

KM Best Practices: Oct 8th Kickoff Event

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.

Giving Back During COVID-19

An interview on what I and others can do to help our community during COVID-19, including my pledge to donate 100% of 2020 sales bonuses to organizations and charities assisting with COVID relief.

RIP Customer Service. Long Live Customer Empowerment!

Customer service is dying a painful death. My friend and industry analyst Esteban Kolsky predicts extinction by 2025 while Salesforce has already called it. Regardless of the exact end date, only the vendors who successfully transition to a model of customer empowerment and independence will survive.

Knowledge-Centered Service (KCS)

My Personal Experiment with Crowdsourced Knowledge-Centered Service (KCS)®

The embedded broadband chip inside my new laptop wasn’t working. Neither my cell provider nor the PC manufacturer’s support website offered a resolution even though the problem was commonly complained about online. I eventually fixed the issue myself and decided that if vendors refuse to publish knowledge content on their website, then I’ll do so on mine! And thus began my personal experiment with crowdsourced Knowledge-Centered Service (KCS)®.

Investing in the Worker Experience

Customer experience leaders financially outperform laggards. Forrester Research calculates the advantage at 14%. While almost every company is chasing the CX hype cycle, many forget who creates and manages those experiences: employees. Here’s why you should also invest in the worker experience, including the ROI of doing so.

We Make a Life by What We Give

Winston Churchill once said that “we make a living by what we get, we make a life by what we give.” This idea was top of mind as I visited the Gates Foundation and pondered the magnitude of how Bill and Melinda are turning what they “got” into what they now “give.” When I posted this picture to  Twitter, I pledged to donate 100% of my income from the project to charities in my local community who have similar missions to that of the Gates Foundation. With the contracts now signed – I am excited to announce where that money is going.

Know How & Know Who

“Knowledge management isn’t just the know how, but also the know who.” Excellent perspective from a former co-worker of mine. And while most organizations are getting better at surfacing their “know how” content with technologies like enterprise search, many still struggle with how to identify who knows what. In this post, we’ll look at how to automatically identify and leverage expertise within your organization.

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