My mom Marie, a lovely woman in her 70s, has just replaced her old computer (used mostly for soduko, crosswords and email) with a new Windows-based machine with a faster processor and better graphics. We’ve upgraded her wireless network and now she is bravely and intrepidly posting updates on her facebook wall, venturing to sites like [...]

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 [...]

In past few weeks in the US we’ve seen spirited debates on raising debt limits, budget, and need to ‘Cut, Cap & Balance’. I’m not going to comment on budget or economic policies but I am intrigued by the idea of ‘cut, cap and balance’ in customer service as over the years customer service organizations have [...]