I was asked recently to “state the future for Knowledge Management over the next five years”. This got me thinking what, if anything, has changed about the focus and mandate of Knowledge Management (KM). In my perspective, the goals and focus of KM have deepened, not changed. So, to me, the future of KM is [...]

In my last blog I discussed the critical nature of organizational alignment in achieving a sustainable knowledge management (KM) program. Here are some of the practices and commitments that characterize a truly embedded KM program. Consider if your organization exhibits any of these sorts of behaviors, and if possible look to evolve them in existing [...]

One critical but challenging aspect of success for any project or program is achieving organizational alignment: keeping all key participants and stakeholders on the same page, working towards a common purpose. For many Support and Service organizations, organizational alignment is a major challenge, due to the unique role these organizations play in driving customer interactions. [...]

We’ve just finished the annual KANA Summits and, as usual, I’m full of new ideas and insights. One of the more interesting aha moments came unexpectedly during Chris Perfetti’s presentation on User Interface Design (UID). Chris talked about defining a simple, clear and actionable usability plan that includes quick feedback sessions and regular reviews of [...]