‘Knowledge sharing’ should be avoided
One of the goals of many knowledge management (KM) projects is to ‘support and/or increase knowledge sharing’. While on the surface this is both a sensible and desirable goal, in practice it is often...
View ArticleKM for consistency and innovation
Much is made of the role of knowledge management (KM) in supporting innovation within organisations. This is also closely tied in with enhancing the activities of ‘knowledge workers’ in dynamic...
View ArticleTwo types of in-bound call centres
Call centres are often classified as either in-bound centres that receive calls (to provide customer service or support) or out-bound centres that make calls (as part of a sales process). Looking more...
View ArticleGood search is knowledge management
One of the key goals of knowledge management is to ensure that staff have the information they need, at the time they need it. What has often been overlooked is that effective search can play a key...
View ArticleThere are no "KM systems"
With the rise of knowledge management as a discipline, vendors increasingly rebranded their products as ‘knowledge management systems’ (KMS). While this was a convenient label to cover a broad range...
View ArticleCollaboration tools are anti knowledge sharing?
There is a clear need for collaboration within organisations, and the rollout of collaboration tools will bring many benefits. What is not widely recognised, however, is that the unmanaged spread of...
View ArticleIntranets for call centre staff
In the years since the article Knowledge management for call centres was published, call centres have come to play a critical role in many organisations, but the needs and challenges remain the same....
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Ideation applications on the intranet
As organisations look for ways to transform and innovate their businesses, the intranet is playing an important role. Many modern organisations are using ideation applications on their intranet to...
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Designing a global intranet for an intergovernmental agency
The International Institute for Democracy and Electoral Assistance (IDEA) supports democracy worldwide, working from its headquarters in Stockholm, Sweden. The challenge was to design a global...
View ArticleGive staff a voice with user-generated video
One of the top priorities of most internal communications teams is to increase the richness and impact of internal messaging. As explored in the article Using audio and video on the intranet, video is...
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Share knowledge with communities of practice
Over the last few decades, knowledge management has produced many theories and methodologies. Of these, communities of practice (CoPs) are perhaps the most successful and effective. They connect staff,...
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Six approaches to sharing and organising knowledge
Knowledge management has been around for more than 20 years, yet many organisations have had mixed success in trying to systematically capture and organise knowledge, while also persuading employees to...
View ArticleTwo types of in-bound call centres
Call centres are often classified as either in-bound centres that receive calls (to provide customer service or support) or out-bound centres that make calls (as part of a sales process). Looking more...
View ArticleGood search is knowledge management
One of the key goals of knowledge management is to ensure that staff have the information they need, at the time they need it. What has often been overlooked is that effective search can play a key...
View ArticleThere are no "KM systems"
With the rise of knowledge management as a discipline, vendors increasingly rebranded their products as ‘knowledge management systems’ (KMS). While this was a convenient label to cover a broad range...
View ArticleCollaboration tools are anti knowledge sharing?
There is a clear need for collaboration within organisations, and the rollout of collaboration tools will bring many benefits. What is not widely recognised, however, is that the unmanaged spread of...
View ArticleIntranets for call centre staff
In the years since the article Knowledge management for call centres was published, call centres have come to play a critical role in many organisations, but the needs and challenges remain the same....
View ArticleClik here to view.
Ideation applications on the intranet
As organisations look for ways to transform and innovate their businesses, the intranet is playing an important role. Many modern organisations are using ideation applications on their intranet to...
View ArticleClik here to view.
Designing a global intranet for an intergovernmental agency
The International Institute for Democracy and Electoral Assistance (IDEA) supports democracy worldwide, working from its headquarters in Stockholm, Sweden. The challenge was to design a global...
View ArticleGive staff a voice with user-generated video
One of the top priorities of most internal communications teams is to increase the richness and impact of internal messaging. As explored in the article Using audio and video on the intranet, video is...
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