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Re: How would you describe this knowledge failure? #strategy #culture #question

Rings the bell of a valuable KM / Knowledge Sharing lesson (I believe from Dave Snowden) Knowledge can only be volunteered, never conscripted (.. or voluntold :D) Bart Verheijen +31 6 19 342 603

By Bart Verheijen · #10059 ·

Re: How would you describe this knowledge failure? #strategy #culture #question

There is a whole book on this very topic: Subtract: The Untapped Science of Less by Leidy Klotz

By Dennis Pearce · #10058 ·

Re: How would you describe this knowledge failure? #strategy #culture #question

I mean, whatever it's called, or ought to be called, at least we all recognise it! Generally we all recognise the situation of not stopping something that is established even tho it's no longer

By Robert M. Taylor · #10057 ·

Re: Lessons Learned - Building skills to recognize and describe them #lessons-learned

Wonderful! Thank you for sharing this. Eve Eve Porter-Zuckerman (617) 835-0323

By Eve Porter-Zuckerman · #10056 ·

Re: Question about knowledge centered service (KCS) #call-center

THANKS

By Eli Miron · #10055 ·

Re: Question about knowledge centered service (KCS) #call-center

Hi Eli, Below is some info that might help. KMWorld’s LaShawn Fugate Interviews Burgoyne Hughes of GE Healthcare, Senior Manager of Call Center Operations. KCS methodology is used for maintaining

By Patrick Ready · #10054 ·

Re: Lessons Learned - Building skills to recognize and describe them #lessons-learned

Hi Eve, Your comment about your team developing their own version of an AAR caught my attention so I thought I would chime in. I did something similar at my former employer so I thought I would share

By Dennis Pearce · #10053 ·

ADB and KM #podcast

KM is Change Management: Asian Development Bank and the #KMAlchemy - Pioneer Knowledge Services https://pioneer-ks.org/km-is-change-management-asian-development-bank-and-the-kmalchemy/ Edwin K.

By Edwin K. Morris · #10052 ·

Re: How would you describe this knowledge failure? #strategy #culture #question

I like that, The Voluntold.

By Patrick Ready · #10051 ·

Re: How would you describe this knowledge failure? #strategy #culture #question

We have a persona called "The Voluntold". Voluntold are those who are volunteered to do something without their consent or engagement. As a result of being voluntold they do the bare minimum, if they

By Simon Denton · #10050 ·

Re: How would you describe this knowledge failure? #strategy #culture #question

Love that title too! Obsolescence Aversion Keep trying to encourage speakers at KMWorld to share what didn’t work for them and what they learned in the process, but not many people are open to

By Jane Dysart · #10049 ·

Re: How would you describe this knowledge failure? #strategy #culture #question

Now there’s a good theme for a talk at KMWorld! How to Keep Dead (but valuable) Knowledge Walking! Zombie knowledge! What tools & techniques can your organization use to keep its knowledge front

By Jane Dysart · #10048 ·

Re: How would you describe this knowledge failure? #strategy #culture #question

Ooooh, maybe Zombie Knowledge. It's knowledge that has lived out it's life, died, and is now part of the undead. It needs bailouts from decision makers in order to operate, so it steals from the

By Patrick Ready · #10047 ·

Re: How would you describe this knowledge failure? #strategy #culture #question

Hey Stephen, Organizational change happens more efficiently when team members acknowledge the need for change, thus building a case that convinces other staff that this change is the correct course.

By Patrick Ready · #10046 ·

Re: Lessons Learned - Metadata #lessons-learned #metadata

Hi TJ, Not sure what KM platform you are working on but... For our system content managers use a separate application server that is allocated where you can edit articles or create new ones using

By Patrick Ready · #10045 · Edited

Re: Lessons Learned - Building skills to recognize and describe them #lessons-learned

Stephen, Thank you for your thoughtful response. I agree that culture is important – both organizational culture and the mix of cultures an organization might host. The themes, both in your

By Eve Porter-Zuckerman · #10044 ·

Re: Lessons Learned - Building skills to recognize and describe them #lessons-learned

Thank you, Tom, for this. The team I’m working with has really taken to developing their own version of an AAR. I like the “know what” vs. “know how” juxtaposition. It builds some

By Eve Porter-Zuckerman · #10043 ·

Re: Question about knowledge centered service (KCS) #call-center

THANKS

By Eli Miron · #10042 ·

Re: Question about knowledge centered service (KCS) #call-center

Hi Eli, Some great points have been made, by some very knowledgeable people. +1 for their points. When we (Klever) talk about KCS, we say that it is about creating a knowledge-first culture where

By Phil Verghis · #10041 ·

Re: Question about knowledge centered service (KCS) #call-center

Hello Eli, I have a KCS practice going at Adobe for "internal" purposes for employee support, and I know other organizations that use it for internal knowledge bases for customer success managers, for

By Rosanna Stephens · #10040 ·

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