KM Survey Invitation #KMers #survey
|
Hello all - At Gartner we are conducting Service and Support Knowledge Management Research via a Survey. Survey Description: Knowledge management systems are foundational to customer service and support, but such systems are only effective with the right processes and governance. The goal of this survey is to better understand the factors getting in the way of effective KM. Respondents will receive a full report of the results in early December. |
|
|
|
Hi Christine, Regarding the title of your survey "Understanding Roadblocks to Effective Knowledge Management" I think you should add that is for support to narrow the scope since,as you wrote, you are focusing on kms for support and service teams. Km systems ideally should support all the KM needs of the organisation. Support requires certain features that are not effective to other parts of the organisation and vise versa. I am raising this point since many kms focus only on support and totally neglect other parts of the organisation. It is actually extremely hard to find a good KMS that will supply the needs of the entire organisation (even for a mid sized one). So it is important to acknowledge those differences, and have more precision in the title and scope of the survey. Best,Tami Dubi Rapyd's Global Knowledge Manager On Fri, 11 Nov 2022, 18:52 Christine Egli via groups.io, <christine.egli=gartner.com@groups.io> wrote:
|
|
|