Abstract: In my previous blog I outlined how important knowledge is to successfully deliver customer service, and how to overcome the challenges of creating a centralized, multichannel knowledge base. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live.
Publications
Books, articles, and press releases relevant to Knowledge Management education and the KM career path
Make Your Knowledge Management Career Recession-Proof
Abstract: There are many factors that can affect the success of individual organizations and whole industries. There are widespread economic booms and busts, global trade issues, competitive situations, changes in consumer confidence levels—the list goes on. But there are steps that all knowledge management experts can take to better position themselves and their organizations
Investigating the Data Analytics and Knowledge Management Job Market
Abstract: Purpose: This paper aims to investigate emerging trends in data analytics and knowledge management (KM) job market by using the knowledge, skills and abilities (KSA) framework. The findings from the study provide insights into curriculum development and academic program design. Design/methodology/approach: This study traced and retrieved job ads on LinkedIn
Knowledge Management as part of the IS undergraduate curriculum
Abstract: Knowledge management (KM) is an area that has captured the attention of many organisations that are concerned with the ways knowledge is managed more effectively. KM offers systematic methods in leveraging and managing organisational knowledge through KM processes of creation, storing, sharing, and application of knowledge. Due to the importance of KM, the
Knowledge Scientists
Abstract: Organizations across all sectors are increasingly undergoing deep transformation and restructuring towards data-driven operations. The central role of data highlights the need for reliable and clean data. Unreliable, erroneous, and incomplete data lead to critical bottlenecks in processing pipelines and, ultimately, service failures, which are disastrous for the competitive performance of the organization.