A Technology Broker and Management Company Specializing in KM Systems
Favorite Here is an interesting report on the use of KM in supporting IT service desks in the US and the UK. For the detail, please see the report, but some of the highlights are below: Knowledge management is the second-most adopted process for IT support organizations after Incident Management
Read More
Shared by Nick Milton June 26, 2018
Favorite What is the price, or cost, of your knowledge inventory? In fact, you already pay the cost without knowing it. Creative commons image from pxhere Let’s look at the cost of acquiring and maintaining the inventory of tacit and explicit knowledge. Tacit knowledge As people become more experienced (through
Read More Shared by Nick Milton June 22, 2018
Favorite Here’s a story about how Knowledge can be found in the Long Tail within a community of practice. I blogged recently about the Long Tail of Knowledge, and how a Community of Practice can find answers and advice from practitioners other than the core group of company experts. Here
Read More Shared by Nick Milton June 21, 2018
Favorite When we set up our KM systems, lets make it as simple as possible for the knowledge-seeker. Let’s aim for the one-stop shop. Image from geograph.org.uk It is common for Knowledge Managers to start to plan their KM systems based on the supply of knowledge, or based on the
Read More Shared by Nick Milton June 20, 2018
Favorite Here is another reprieve from the archives, looking at the 2 ways in which KM can add value. There are two ways in which Knowledge Management can add value to an organisation, and we can look at them in this way: Finding Knowledge Better; Finding Better Knowledge. The first
Read More Shared by Nick Milton June 19, 2018
Favorite Here’s a neat video from Xerox describing their Customer-focused KM approach View Original Source (nickmilton.com) Here.
Favorite Here is a sad story, about how trying to save costs in KM destroyed value. The moral of the story is about hopw bring people together face to face and letting them experience the knowledge for themseves, in context, established the necessary credibility for re-use. The organisation in question
Read More Shared by Nick Milton June 15, 2018
Favorite From this published article comes three examples of quantified value from KM. Image from wikimedia commons The article is entitled “Assessing the Business Value of Knowledge Retention Projects: Results of Four Case Studies”, and much of it comes from the work of Larry Todd Wilson, who operates a Knowledge Harvesting
Read More Shared by Nick Milton June 14, 2018
Favorite One of the arguments for Knowledge Management is that it helps people do their jobs more quickly. But does this compromise quality or safety? I blogged recently about how Knowledge Management can reduce both cost and time without compromising quality and safety. This is very counter-intuitive, and many times over the past
Read More Shared by Nick Milton June 13, 2018
Favorite The relationship between knowledge and information has always been problematical. Here is a new way to look at it. The Data/Information/Knowledge/Wisdom pyramid is a very common diagram in the KM world, but despite its ubiquity and simplicity it has many problems: It implies that each class can be turned
Read More Shared by Nick Milton June 12, 2018