Abstract: Everyone wants engagement, but few know how to define it, which makes it challenging to pursue, measure, prompt, and reward. At KMWorld 2019, Elisabeth Brackman, associate manager, knowledge & training, Accenture Federal Services, reviewed what KM champions are, why you need them, how to identify and develop them, their role in KM efforts,
Knowledge Management roles and responsibilities
Knowledge facilitators add value to organisations
Abstract: CONSISTENT MESSAGES ABOUT VALUE AND KNOWLEDGE FACILITATION AT CILIP’S 2015 CONFERENCE John Riddell and I attended Day 1 of CILIP’s 2015 conference in Liverpool to lead a master class on how to add value to your organisation as a ‘knowledge facilitator’. It turned out that not only was the concept of value
Knowledge Manager for Customer Service Success
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 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