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Knowledge Bird

The Nest

The most helpful know-how from around the web.
Gathered by Knowledge Bird.
Thursday 21 June, 2018
Lessons Learned Process
“It's easier to get people to talk about successes than about failures, but there is often more to be learned from the latter.” This post describes how to get the most from a Lessons Learned process, how to enable it, and the different methods for enacting one. A Lessons Learned program can be challenging to bed in, because of the fears around discussing failures, so go heavy on nurturing the right behaviours and culture, before you get too far down the road.

By Stan Garfield

Wardley Maps
Simon Wardley has been in my home town of Melbourne for Agile Australia and delivered presentations on mapping for driving more open discussion about business decisions and strategy. Related to my earlier comment, Simon told me he sees the desire for transparency from people inside organisations being only one-way, and nobody is quite as willing to be open about their own decisions and disasters. His corporate cartography breaks down those...*cough*...walls. His book on Wardley Maps is in Creative Commons and available here.
119: Chris Parsons on Knowledge Management

This is a 34-minute podcast on knowledge management and marketing. It’s an interview with Chris Parsons, who has featured in this newsletter before, and will no doubt do so again. Chris focuses on the architecture, engineering and construction industry but the tips on marketing and persuasion are universal to all cases.

Knowledge Centered Service (KCS)
Here’s a great thread on the challenges of content creation in a KCS program.

Upcoming events

Upcoming events
The Australian Society for Knowledge Management will be holding their two-day event in Melbourne, November.

Swarm Conference is being held in Melbourne on August 30-31. This is an event for community managers and I will be presenting How Knowledge Management Supercharges Community Support. I hope to meet you there!

Knowledge Tech Spotlight

AnswerIQ joins a growing number of providers addressing the service intelligence layer to improve access to answers in customer support. Beginning life as machine-learning, enterprise service request tool, was acquired by G.E., then spun off as SmartAssist to eventually become AnswerIQ.

It takes a modular approach to addressing the various needs of customer support—like automating triage and common responses—where the AI plugs common gaps by integrating directly with the pre-existing CRM or help desk tool. Latest offerings, Self Assist and Agent Assist take further steps to reduce ticket volume and resolution time, by building the machine learning training directly into the agent workflow to better address the pent-up demand in customer exceptions that Self Assist seeks to solve.
Got a lead on new knowledge tech? Reply to this newsletter and I’ll check it out.

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