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Dear <<First Name>>,

It’s great to be back after an enjoyable break. I hope you had a chance to relax and have some fun with family and friends, or some desperately needed alone time. Maybe both!

I’m working on some new stuff with Knowledge Bird, this year, including an online course. For a one-off payment, and delivered via email, each lesson will provide common traps, tips and tasks on the path to building a kick-ass knowledge base. It’s ideal for leaders of small-medium customer service and support teams, rather than the agents themselves, because I want to help other leaders, like you, win at their jobs by building a sustainable knowledge-focused culture that brings customers back to self-service. Soon, I’ll be sharing the outline with you and opening the list up to early subscribers. More details to come, but your feedback while I build it, would be terrific.

My career survey for people in AUS and NZ doing knowledge management work as part of their day is still open, though I will be closing it off in a few weeks. Being the first one, participation has been lower than I hoped, but I can already reveal a high percentage of Masters graduates in our scene. Please prompt your colleagues and peers to contribute to the shaping of knowledge management as a recognisable career option. Here’s the link again.

Take it easy, and here are a few links I’ve collected over recent weeks.

Agile & KCS were made for each other and this post on the MindTouch website explains why.
 

Automating knowledge delivery using knowledge bots is a detailed case study on what it took to build automation into a legal firm’s knowledge processes. There are some useful tips and insights here for anyone with automation on their minds.

Information architecture is a useful skill for knowledge managers to get familiar with, because it’s the foundation of successful content and community management. Keeley Sorokti provides a written remix of a presentation she gave late last year: IA before AI: How to go beyond search to build a knowledge hub.

Knowledge Tech Spotlight

Expertise location has been an underserved aspect of knowledge management by software companies to date. I think everyone just threw their hands up with Active Directory and gave up. Then Slack came along and took root in large enterprise, opening the door to people wanting to build apps to fill those gaps. /Comuniti gives you a way to build a skills profile (among other things) within Slack. You’ll still have the same challenges of adoption that Active Directory stagnated with, but at least it’s a fresh start in a modern platform that you might already be using.

You need a wiki is on ProductHunt and has been built to extend the collaborative capability of Google Drive and Docs. Again, a platform many teams are already using but may feel limited by.

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