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Knowledge Bird

The Nest

The most helpful know-how from around the web.
Gathered by Knowledge Bird.
Saturday 1 September, 2018
Knowledge Management Is Not Optional

This 2016 case study was retweeted recently, serving as a great reminder of the persistent value of knowledge over time and how tools like chat and Twitter can remind us of what’s in our organisational libraries! Anyway, this is a nicely detail end-to-end case study of KCS adoption at an IT service desk. This article describes how the culture change was managed, how the KCS design included SharePoint for procedural documentation along with service desk case management tools, and how important coaches are for adoption and team success.

By Peter McGarahan

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Swarming at Autodesk: A Win-Win

Intelligent Swarming has been gaining attention and it’s another area the Consortium for Service Innovation have been developing methodology based on the approaches organisations are taking. Autodesk have shared the steps they’ve taken to adopt Intelligent Swarming and they’ve found benefits included higher customer satisfaction, faster resolution times, higher team engagement, and lower costs per case compared to non-swarming teams.

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Swarm Conference was on this week. While still maturing, community management is growing as a required capability of organisations wanting to reach consumers and engage dispersed employees. Many of the conversations at Swarmconf touch on knowledge management, especially for those communities wanting to provide chatbot interfaces for customer service and for onboarding new users into a community. Scroll through the #swarmconf hashtag for recaps.

Check out the tweets
How Knowledge Management Helped an Insurance Company Cut E-Discovery Costs

It’s often cost-cutting that creates the burning platform to get a knowledge management program off the ground and the required sponsorship and support for the necessary behaviour changes. This article demonstrates how that mandate not only resulted in a significant cost reduction in handling legal matters within an insurance company, but also, a culture of continuous improvement.

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Best wishes,

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