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.
Knowledge Management roles and responsibilities
Knowledge Management guardian, steward or…?
In the Groups.io discussion list of the Systems Integration KM Leaders Community Peter B. asks: Dear all, I’m involved in setting up KMS & culture in VoltEuropa.org. It has been proposed to call the members of the small KM core team “KM guardians”, remembering our past km4dev experience, I’d like
Roles and Responsibilities to Manage the Knowledge Management Strategy
Abstract: In this chapter, the authors explain why it is important to define roles and responsibilities for managing your strategy once it has been developed. The chapter reviews a common range of levels of responsibility. Five key roles are defined to ensure the strategy will be well supported and managed, including business stewards, knowledge
Hiring a Chief Knowledge Officer (CKO)
Abstract: I think any organization looking for a KM Head or a CKO (for the first time) needs to ask itself a few important questions before it spends time and energy on hunting for, interviewing and negotiating with potential candidates. Even if the answer to one of these questions is a ‘No’ or ‘Not
Reasons for and impact of chief knowledge officers
Abstract: Many firms assign a chief knowledge officer to the top executive team for the success of knowledge management, but little attention has been paid to investigate the reasons for the presence of the chief knowledge officers. Therefore, this study seeks to explore the factors that influence the presence of the chief knowledge officers