Date   

Re: Model : Knowledge Management for Incident Management/SLA #call-center

Stephanie Barnes
 

Hi Jeevan,

I have done some work on implementing KM in an ITIL environment, and have written a whitepaper on it although it deals more with unstructured information rather than what you are looking for with respect to incident management.

An associate of mine does Knowledge Centred Support training and consulting, I'm not sure which technologies she has dealt with. I am happy to connect you to her if you would like.

Best Regards,
Stephanie
stephanie.barnes@missingpuzzlepiececonsulting.ca


Re: Model : Knowledge Management for Incident Management/SLA #call-center

Bill Dixon
 

Hello Jeevan,

 

We have integrated SupportSoft’s Author Center with BMC’s Remedy Service Management Suite globally.  ITIL 3 goes so far as to illustrate KM as underpinning service management processes, but is not prescriptive.  The SupportSoft/Remedy integration has enabled Field personnel to author and publish support content which eventually makes its way to the self-service portal.  Once that happens, it is no longer necessary for customers to call the Service Desk to address an incident.  Instead, customers can access tailored solutions at the self-service portal.  We also store “work-arounds” in the same SupportSoft repository, but are in our infancy in realizing the potential behind knowledge enabled Problem Management (more politics than process or technology).

 

Email me directly if  you would like to discuss our platform and KCS experience further.

 

Regards,

 

Bill Dixon

Bill.dixon@...  

 

From: sikmleaders@... [mailto:sikmleaders@...] On Behalf Of jeevan kamble
Sent: Friday, June 26, 2009 7:28 PM
To: sikmleaders@...
Subject: [sikmleaders] Model : Knowledge Management for Incident Management/SLA

 




Dear All,

 

Would like to know if you have any experience or worked on Knowledge Management in Incident Management/Service Management. Have heard about KCS – Knowledge Centered Support, ITIL etc as one of the widely used method. Do you have any other in mind and any experience in working on HP Service Center Knowledge Management module.

 

Thanks & regards

Jeevan




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Re: Model : Knowledge Management for Incident Management/SLA #call-center

Simard, Albert <albert.simard@...>
 

Jeevan –

 

I have not worked specifically on incident management, service management, or HP service centre.  However, I have a number of strategic-level presentations on KM for emergency management and knowledge services.  There are available at: http://www.slideshare.net/Al.Simard/slideshows.  If anything there interests you, let me know and I can provide links to additional detail.

 

Al Simard

 


From: sikmleaders@... [mailto:sikmleaders@...] On Behalf Of jeevan kamble
Sent: Friday, June 26, 2009 8:28 PM
To: sikmleaders@...
Subject: [sikmleaders] Model : Knowledge Management for Incident Management/SLA

 




Dear All,

 

Would like to know if you have any experience or worked on Knowledge Management in Incident Management/Service Management. Have heard about KCS – Knowledge Centered Support, ITIL etc as one of the widely used method. Do you have any other in mind and any experience in working on HP Service Center Knowledge Management module.

 

Thanks & regards

Jeevan




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Re: Model : Knowledge Management for Incident Management/SLA #call-center

Thomas Blumer
 

Hi Jeevan,

I migrated the Mercury Interactive knowledge base into the HP
Service Center Knowledge Management module and helped HP improving their search time by 75%. I may be able to answer some of your questions and can definitely put you in contact with some KCS HP SC experts.

Feel free to reach out to me.

Thomas

Thomas Blumer, MBA Technology Management
Thomas.Blumer777@gmail.com
Office: (408) 212 9526
Mobile: (408) 391 0534

--- In sikmleaders@yahoogroups.com, jeevan kamble <jeevan_km@...> wrote:

Dear All,

 

Would like to know if you have
any experience or worked on Knowledge Management in Incident Management/Service Management. Have
heard about KCS â€" Knowledge Centered Support, ITIL etc as one of the widely used method.
Do you have any other in mind and any experience in working on HP Service
Center Knowledge Management module.

 

Thanks & regards

Jeevan


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Re: Jive SBS #ESN #CoP

Jeevan Kamble
 

Hi Paul,
 
Please can you let us know the version of Sharepoint you use.
 
Is MOSS 2007, How you feel its functionality and adaptability as KM tool.
 
Thanks & regards
Jeevan

--- On Sat, 27/6/09, Paul Rehmet wrote:

From: Paul Rehmet
Subject: Re: [sikmleaders] Jive SBS
To: sikmleaders@...
Date: Saturday, 27 June, 2009, 8:56 AM

Hi Gian,

We are just now completing an evaluation of Jive and other community platforms.  We currently use SharePoint and it mostly serves as a repository of completed documents versus a vehicle for collaboration or knowledge exchange.  I like the personal user dashboard in Jive.  It makes for an engaging user experience.  Users can easily publish information, keep track of colleagues' activities and keep tabs on groups to which they belong from the dashboard.  We are considering kicking off several pilot communities using Jive.  A likely pilot community would be corporate social responsibility (CSR), which requires coordination among individuals spread across our hundreds of offices worldwide to tackle issues such as sustainability and humanitarian relief.  Our CSR program has specific targets such as number of projects initiatiated, number of people served, and so on.  We will try and assess the impact of improved collaboration on the program.  We will also look for success stories that convey the benefits in a more meaningful way than raw numbers do.

I'd be happy to share my experiences down the road and I would like to hear how your pilot turns out.

Regards,

Paul Rehmet
Agility
www.agilitylogistic s.com


On Thu, Jun 25, 2009 at 4:53 PM, gjagai <gjagai@yahoo. com> wrote:


Hi SIKMers,

I was curious if anyone has implemented (or planning to implement) Jive SBS. What were your impressions? And what communities did you select to launch within your company and why?

I'm currently in the beginning of a Jive proof of concept and we are try to determine how to select an initial community and determine metrics for success.

If you moved away or augmented SharePoint 2007 when you installed Jive, I'd also be interested in your experiences there too.

Thanks
Gian...
Blog: http://kmapprentice .wordpress. com/




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Re: Jive SBS #ESN #CoP

Paul Rehmet
 

Hi Gian,

We are just now completing an evaluation of Jive and other community platforms.  We currently use SharePoint and it mostly serves as a repository of completed documents versus a vehicle for collaboration or knowledge exchange.  I like the personal user dashboard in Jive.  It makes for an engaging user experience.  Users can easily publish information, keep track of colleagues' activities and keep tabs on groups to which they belong from the dashboard.  We are considering kicking off several pilot communities using Jive.  A likely pilot community would be corporate social responsibility (CSR), which requires coordination among individuals spread across our hundreds of offices worldwide to tackle issues such as sustainability and humanitarian relief.  Our CSR program has specific targets such as number of projects initiatiated, number of people served, and so on.  We will try and assess the impact of improved collaboration on the program.  We will also look for success stories that convey the benefits in a more meaningful way than raw numbers do.

I'd be happy to share my experiences down the road and I would like to hear how your pilot turns out.

Regards,

Paul Rehmet
Agility
www.agilitylogistics.com


On Thu, Jun 25, 2009 at 4:53 PM, gjagai <gjagai@...> wrote:


Hi SIKMers,

I was curious if anyone has implemented (or planning to implement) Jive SBS. What were your impressions? And what communities did you select to launch within your company and why?

I'm currently in the beginning of a Jive proof of concept and we are try to determine how to select an initial community and determine metrics for success.

If you moved away or augmented SharePoint 2007 when you installed Jive, I'd also be interested in your experiences there too.

Thanks
Gian...
Blog: http://kmapprentice.wordpress.com/



Model : Knowledge Management for Incident Management/SLA #call-center

Jeevan Kamble
 

Dear All,

 

Would like to know if you have any experience or worked on Knowledge Management in Incident Management/Service Management. Have heard about KCS – Knowledge Centered Support, ITIL etc as one of the widely used method. Do you have any other in mind and any experience in working on HP Service Center Knowledge Management module.

 

Thanks & regards

Jeevan



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Re: Jive SBS #ESN #CoP

Stan Garfield
 

We are using Jive Clearspace for threaded discussions for some of our
communities. Feel free to contact me for more information.

Regards,

Stan


Re: Jive SBS #ESN #CoP

Cornejo Castro, Miguel <miguel.cornejo@...>
 

I was kicking around the SBS beta in my PC for a long while. Impressions:

- management could be clearer. Less drag-and-drop and more intuituveness would help.
- very powerful features for groups.
- nice module management and probably expansion. Almost overflexible.
- very able Sharepoint upgrade.

Re the metrics. I didn't have their metrics module, and after talking to them we decided to wait awhile, so I can't tell how good it is. Evidently the metrics selected would depend on the community targets :-).

Re selecting a community. Can't help there, besides generalities like "pick the livelier ones with a clear link to business, ask them if they want to spearhead something, let them help in the design".

We won't be buying it because of price, but I still think we'll be proposing it to a less price-sensitive customer in the short term.

Don't know if that helps. Best regards,

Miguel


________________________________________
De: sikmleaders@yahoogroups.com [sikmleaders@yahoogroups.com] En nombre de gjagai [gjagai@yahoo.com]
Enviado el: jueves, 25 de junio de 2009 22:53
Para: sikmleaders@yahoogroups.com
Asunto: [sikmleaders] Jive SBS

Hi SIKMers,

I was curious if anyone has implemented (or planning to implement) Jive SBS. What were your impressions? And what communities did you select to launch within your company and why?

I'm currently in the beginning of a Jive proof of concept and we are try to determine how to select an initial community and determine metrics for success.

If you moved away or augmented SharePoint 2007 when you installed Jive, I'd also be interested in your experiences there too.

Thanks
Gian...
Blog: http://kmapprentice.wordpress.com/


Jive SBS #ESN #CoP

Gian Jagai
 

Hi SIKMers,

I was curious if anyone has implemented (or planning to implement) Jive SBS. What were your impressions? And what communities did you select to launch within your company and why?

I'm currently in the beginning of a Jive proof of concept and we are try to determine how to select an initial community and determine metrics for success.

If you moved away or augmented SharePoint 2007 when you installed Jive, I'd also be interested in your experiences there too.

Thanks
Gian...
Blog: http://kmapprentice.wordpress.com/


Re: June 2009 SIKM Call: Bill Kaplan - Managing the Risk of Knowledge Loss Due to Workforce Attrition #knowledge-retention #monthly-call

Thomas Blumer
 

I truly enjoyed Bill's presentation last week, great job!

I came across a presentation from the KM Institute regarding Knowledge Retention Best Practices at the USDA/FSIS (http://www.kminstitute.org/cms/content.jsp?id=com.tms.cms.page.Page_KMI_Download).

Part 1:
http://www.youtube.com/watch?v=8DXnLWh2VpU

Part 2:
http://www.youtube.com/watch?v=g_uYchVh0JQ

I don't know how useful the presentation is for you, however, if you are interested in this topic, the presenter James Alexander might be a good resource as well as the KM Institute.

Hope this helps.

Best regards,

Thomas

Thomas Blumer, MBA Technology Management
Thomas.Blumer777@gmail.com
Office: (408) 212 9526
Mobile: (408) 391 0534
_______________________________________________________________
Looking for new opportunities in Knowledge Management and M&A Integrations
Available from July 2009


Re: June 2009 SIKM Call: Bill Kaplan - Managing the Risk of Knowledge Loss Due to Workforce Attrition #knowledge-retention #monthly-call

Jeevan Kamble
 

Dear Kate,

Interesting to see the FKH presentation. We are currently in the phase of Knowledge Harvesting. Current goal is to capture the existing content on to the portal. As i do agree FKH is a continuous process. Please can you put more light on "Facilitate Conversation". Is the conversation held in a one to one meeting/ interview (if yes..are we recording the sessions or putting the tacit knowledge on paper or word document). When you decide to perform Facilitate Conversation, in what format and procedure because challenge is to get the time from team for in the meeting room.

Most important how FKH is automated instead depending on some hand, though team has to work together but how do we sustain this as a inhibited org.. process activity.

I was guessing and Sure that we can perform Facilitated Conversation directly on wiki based collaborative tools...but again..monitoring the content and quality of the content to retain the tacit knowledge is a key.

Looking forward to hear from you.

Thanks in advance.

regards
Jeevan

--- On Sat, 20/6/09, Carl Frappaolo wrote:

From: Carl Frappaolo
Subject: Re: [sikmleaders] Re: Aging workforce/knowledge loss risk mitigation
To: sikmleaders@...
Cc: nancydixon@...
Date: Saturday, 20 June, 2009, 1:49 AM

Murray:

I am VERY interested in seeing this. Is this on the agenda for the July meeting?

On Thu, Jun 18, 2009 at 3:27 PM, katepugh <katepugh@aol. com> wrote:


Murray -
I'm keen on seeing this! It sounds great.  As you might remember, Nancy Dixon and I have a "facilitated knowledge harvesting" process that gets the knowledge-brokers involved in the knowledge-elicitati on event (knowledge-brokers are those who carry knowledge into the organization) .  Both the brokers and the sponsors participate in the selection of the harvest, and it would be great to have some useful structures for helping them to prioritize different types of knowledge/types of knowledge originators.
 
Here's a quick overview of the facilitated knowledge harvesting process:
Thank you for sharing this!
 
Kate
 
Katrina Pugh
781-538-5262 (office)
617-967-3910 (mobile)
 
 
In a message dated 06/18/09 02:29:40 Eastern Daylight Time, murphjen writes:

Nice presentation on the problem, I do have a process for assessing the risk of losing critical knowledge due to retirement, attrition, etc if anyone is interested.  The process has been piloted and seems to work as a way of identifying key individuals for focusing knowledge capture actions.  The process is under review at a journal but I do have a conference paper that can be shared and a presentation made to the Insurance industry if anyone is interested.. .murray
 
Murray E. Jennex, Ph.D., P.E., CISSP, CSSLP
San Diego State University
Editor in Chief International Journal of Knowledge Management
 
In a message dated 6/17/2009 6:07:12 A.M. Pacific Daylight Time, stangarfield@ gmail.com writes:


TO: SIKM Leaders Community

This revised post contains the correct link for the recording.

Thanks to Bill for presenting and to those who participated. You can continue the discussion in the Yahoo! Group by replying to this thread.
  • If you are willing to give a presentation on a future call, please send a note to stangarfield@ gmail.com with the topic and the desired month.
Slides http://www.slidesha re.net/SIKM Previous Calls http://tech. groups.yahoo. com/group/ sikmleaders/ database? method=reportRow s&tbl=1&sortBy=1&sortDir=up Future Calls http://tech. groups.yahoo. com/group/ sikmleaders/ database? method=reportRow s&tbl=2

     



    --
    Carl Frappaolo
    Co-founder and Principal
    Information Architected, Inc.
    Ten Post Office Square
    Boston, MA 02109
    617-933-2584
    cf@informationarchi tected.com
    blog:  www.takingaiim. com



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    Re: June 2009 SIKM Call: Bill Kaplan - Managing the Risk of Knowledge Loss Due to Workforce Attrition #knowledge-retention #monthly-call

    Carl Frappaolo <cfraff@...>
     

    Murray:

    I am VERY interested in seeing this. Is this on the agenda for the July meeting?


    On Thu, Jun 18, 2009 at 3:27 PM, katepugh <katepugh@...> wrote:


    Murray -
    I'm keen on seeing this! It sounds great.  As you might remember, Nancy Dixon and I have a "facilitated knowledge harvesting" process that gets the knowledge-brokers involved in the knowledge-elicitation event (knowledge-brokers are those who carry knowledge into the organization).  Both the brokers and the sponsors participate in the selection of the harvest, and it would be great to have some useful structures for helping them to prioritize different types of knowledge/types of knowledge originators.
     
    Here's a quick overview of the facilitated knowledge harvesting process:
    Thank you for sharing this!
     
    Kate
     
    Katrina Pugh
    781-538-5262 (office)
    617-967-3910 (mobile)
     
     
    In a message dated 06/18/09 02:29:40 Eastern Daylight Time, murphjen writes:

    Nice presentation on the problem, I do have a process for assessing the risk of losing critical knowledge due to retirement, attrition, etc if anyone is interested.  The process has been piloted and seems to work as a way of identifying key individuals for focusing knowledge capture actions.  The process is under review at a journal but I do have a conference paper that can be shared and a presentation made to the Insurance industry if anyone is interested...murray
     
    Murray E. Jennex, Ph.D., P.E., CISSP, CSSLP
    San Diego State University
    Editor in Chief International Journal of Knowledge Management
     
    In a message dated 6/17/2009 6:07:12 A.M. Pacific Daylight Time, stangarfield@... writes:


    TO: SIKM Leaders Community

    This revised post contains the correct link for the recording.

  • Thanks to Bill for presenting and to those who participated.
  • You can continue the discussion in the Yahoo! Group by replying to this thread.
    • If you are willing to give a presentation on a future call, please send a note to stangarfield@... with the topic and the desired month.
  • Slides http://www.slideshare.net/SIKM
  • Previous Calls http://tech.groups.yahoo.com/group/sikmleaders/database?method=reportRows&tbl=1&sortBy=1&sortDir=up
  • Future Calls http://tech.groups.yahoo.com/group/sikmleaders/database?method=reportRows&tbl=2
    •  



      --
      Carl Frappaolo
      Co-founder and Principal
      Information Architected, Inc.
      Ten Post Office Square
      Boston, MA 02109
      617-933-2584
      cf@...
      blog:  www.takingaiim.com


      Re: June 2009 SIKM Call: Bill Kaplan - Managing the Risk of Knowledge Loss Due to Workforce Attrition #knowledge-retention #monthly-call

      katepugh <katepugh@...>
       

      Murray -
      I'm keen on seeing this! It sounds great.  As you might remember, Nancy Dixon and I have a "facilitated knowledge harvesting" process that gets the knowledge-brokers involved in the knowledge-elicitation event (knowledge-brokers are those who carry knowledge into the organization).  Both the brokers and the sponsors participate in the selection of the harvest, and it would be great to have some useful structures for helping them to prioritize different types of knowledge/types of knowledge originators.
       
      Here's a quick overview of the facilitated knowledge harvesting process:
      Thank you for sharing this!
       
      Kate
       
      Katrina Pugh
      781-538-5262 (office)
      617-967-3910 (mobile)
       
       
      In a message dated 06/18/09 02:29:40 Eastern Daylight Time, murphjen writes:

      Nice presentation on the problem, I do have a process for assessing the risk of losing critical knowledge due to retirement, attrition, etc if anyone is interested.  The process has been piloted and seems to work as a way of identifying key individuals for focusing knowledge capture actions.  The process is under review at a journal but I do have a conference paper that can be shared and a presentation made to the Insurance industry if anyone is interested...murray
       
      Murray E. Jennex, Ph.D., P.E., CISSP, CSSLP
      San Diego State University
      Editor in Chief International Journal of Knowledge Management
       
      In a message dated 6/17/2009 6:07:12 A.M. Pacific Daylight Time, stangarfield@gmail.com writes:


      TO: SIKM Leaders Community

      This revised post contains the correct link for the recording.

         


        Re: June 2009 SIKM Call: Bill Kaplan - Managing the Risk of Knowledge Loss Due to Workforce Attrition #knowledge-retention #monthly-call

        Murray Jennex
         

        Nice presentation on the problem, I do have a process for assessing the risk of losing critical knowledge due to retirement, attrition, etc if anyone is interested.  The process has been piloted and seems to work as a way of identifying key individuals for focusing knowledge capture actions.  The process is under review at a journal but I do have a conference paper that can be shared and a presentation made to the Insurance industry if anyone is interested...murray
         
        Murray E. Jennex, Ph.D., P.E., CISSP, CSSLP
        San Diego State University
        Editor in Chief International Journal of Knowledge Management
         
        In a message dated 6/17/2009 6:07:12 A.M. Pacific Daylight Time, stangarfield@... writes:


        TO: SIKM Leaders Community

        This revised post contains the correct link for the recording.


          Re: June 2009 SIKM Call: Bill Kaplan - Managing the Risk of Knowledge Loss Due to Workforce Attrition #knowledge-retention #monthly-call

          Stan Garfield
           
          Edited

          TO: SIKM Leaders Community

          • Today we held our 49th monthly call, this one with Bill Kaplan on Managing the Risk of Knowledge Loss Due to Workforce Attrition.
          • Bill's presentation is available in SlideShare.
          • Thanks to Bill for presenting and to those who participated.
          • The discussion continued in this thread.


          June 2009 SIKM Call: Bill Kaplan - Managing the Risk of Knowledge Loss Due to Workforce Attrition #knowledge-retention #monthly-call

          Tom Short <tman9999@...>
           

          Today's call with Bill Kaplan was timely and interesting - nice presentation, Bill! Having left Gartner a month ago I've spent the last couple weeks regrouping and researching where the business world is these days with regard to this issue. Previous to Gartner my role with PG&E was as an internal consulting principal responsible for developing and implementing a risk mitigation strategy to address the aging workforce issue, so it is an area I have spent a good deal of time and energy working on.

          In researching this topic now it appears that interest in it has grown a good bit in the year since I last looked at it closely. While it is still early days in my search for my next position, I am interested in discussing opportunities in consulting, either as an internal/staffer or external. If anyone has any leads or info on companies or firms that are interested in pursuing it I would welcome the opportunity to discuss further. I can bring to the table intellectual capital and experience as well as some ideas for business case development that could be used to build a new practice or support existing practice growth.

          Thanks.
          -Tom Short


          Re: June 2009 SIKM Call: Bill Kaplan - Managing the Risk of Knowledge Loss Due to Workforce Attrition #knowledge-retention #monthly-call

          Murray Jennex
           

          I have a paper in review that proposes a knowledge loss risk assessment process.  It extends on the nuclear industry's process and is individual specific rather than position specific and uses a scoring system to determine knowledge capture actions.  I am willing to share the finalized conference paper (for AMCIS in August) but it does not include the scoring system (that is a journal paper still under review).  I am also willing to share a presentation I made on this topic last February to the insurance industry at the LOMA conference in San Diego.  Let me know if interested....murray jennex
           
           
           
          In a message dated 6/16/2009 2:54:07 P.M. Pacific Daylight Time, tman9999@... writes:
          Today's call with Bill Kaplan was timely and interesting - nice presentation, Bill!  Having left Gartner a month ago I've spent the last couple weeks regrouping and researching where the business world is these days with regard to this issue.  Previous to Gartner my role with PG&E was as an internal consulting principal responsible for developing and implementing a risk mitigation strategy to address the aging workforce issue, so it is an area I have spent a good deal of time and energy working on.

          In researching this topic now it appears that interest in it has grown a good bit in the year since I last looked at it closely.  While it is still early days in my search for my next position, I am interested in discussing opportunities in consulting, either as an internal/staffer or external.  If anyone has any leads or info on companies or firms that are interested in pursuing it I would welcome the opportunity to discuss further. I can bring to the table intellectual capital and experience as well as some ideas for business case development that could be used to build a new practice or support existing practice growth.

          Thanks.
          -Tom Short
           


          June 2009 SIKM Call: Bill Kaplan - Managing the Risk of Knowledge Loss Due to Workforce Attrition #knowledge-retention #monthly-call

          Stan Garfield
           

          This is a reminder of Tuesday's monthly call from 11 am to 12 noon EDT.


          June 16, 2009: Bill Kaplan - Managing the Risk of Knowledge Loss Due to
          Workforce Attrition

          Bill's presentation is available in SlideShare at
          http://www.slideshare.net/SIKM/managing-the-risk-of-knowledge-loss-due-t\;
          o-workforce-attrition
          <http://www.slideshare.net/SIKM/managing-the-risk-of-knowledge-loss-due-\;
          to-workforce-attrition> .

          -----Original Appointment-----
          Subject: SIKM Leaders Community Monthly Call
          When: Tuesday, June 16, 2009 11:00 AM-12:00 PM (GMT-05:00) Eastern Time
          (US & Canada).
          Where: 888-998-2663 or +1 517-466-2222 passcode 406165#

          Occurs the third Tuesday of every month from 11:00 AM to 12:00 PM
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          Study of perceptions of expertise #expertise #research

          Patrick Lambe
           

          Hi folks... apologies to those of you also on the actkm list for cross- posting!!

          Matt Moore and I have been working on an open research project to see if we can get some better insights into how expertise gets valued and leveraged in organisations. "Open" means all our data (anonymised) is published as we gather it, and we will make the final results available to the KM community for free. Links to the material collected so far given below.

          Our first stage was narrative collection, and we've collected almost 200 stories from many organisations and countries, posted on the project blog at http://usingexpertise.blogspot.com (we're still collecting so do visit the site, add your own stories or comment on others').

          Since February we've been running sensemaking workshops on this narrative material to develop archetypes and theme statements. This material is being posted as we process it, on our project wiki at http://usingexpertise.wikispaces.com - these workshops are still continuing, and if you'd like to host one get in touch with me or Matt (innotecture@gmail.com).

          This process has started to throw up some interesting insights which we now want to test in a formal larger scale survey, and we'd be very grateful if you could help us by completing this at http://tinyurl.com/expertisesurvey - in line with all our activities, you will be able to see the results so far as soon as you have taken the survey, and if you bookmark the results page you will be able to revisit it as the survey grows.

          This project will run into 2010, and at some stage when we have enough coverage from the sensemaking workshops, I'm hoping we will be able to move this material into Dave Snowden's Sensemaker software for ongoing public access and research (thanks to Dave for the offer). At that point we will be starting to look at developing practical strategies to improve the way experience and expertise are
          managed in organisations.

          This is a project for everyone, so please do help by giving a few minutes to take the survey!

          Many thanks

          Patrick

          Patrick Lambe

          weblog: www.greenchameleon.com
          website: www.straitsknowledge.com
          book: www.organisingknowledge.com


          Have you seen our KM Method Cards? http://www.straitsknowledge.com/store/

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