Abstract: In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager at Intercom, about the role of a knowledge manager in an AI-driven customer service landscape. Beth shares her journey from being a product marketing manager to becoming a knowledge manager
Knowledge Management roles and responsibilities
Knowledge Brokers in Management Consulting
Abstract: Bridging a significant gap in knowledge broker research, this study addresses the challenges and difficulties in demystifying the roles and components of Knowledge Brokers (KBs) within the management consulting context. Despite their recognized importance, the specific functions, and components of KBs in this specific sector context, known for its intensive use of knowledge,
Types of Knowledge Brokers: An Integrative Framework
Abstract: The goal of the present paper is to advance the comprehension of knowledge brokerage by integrating various streams of research into an integrated conceptual framework. We identify and build upon two main streams of literature: the first views knowledge brokers primarily as facilitators of knowledge transfer, and the second considers knowledge brokers as
Chief Information Officer (CIO) and Chief Knowledge Officer (CKO)
Abstract: One action for knowledge management is to establish support functions dedicated to knowledge management in the organization. The person leading this function is typically called knowledge manager or chief knowledge officer (CKO). The chief information officer (CIO) can be defined as the highest-ranking IT executive who typically exhibits managerial roles requiring effective
Using Knowledge Champions to Change Knowledge Management Culture
Abstract: APQC talked to Darrin Brogan of EY about how culture change in KM is a daily challenge. Brogan is content strategy, quality, assurance, and measurement leader for enterprise content in EY’s knowledge organization. He’ll be delivering a presentation titled “Don’t Wait for Content: Using a Targeted Knowledge Collection Approach” at APQC’s 2014 Knowledge