Do You Want to Help Customers with Knowledge? (Or Do You Just Want to Buy a Knowledgebase?)

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Too often, organizations equate implementing knowledge management with buying, installing and training agents on a knowledgebase tool. Technology is a critical component of KM success, but it's only one component. Further and, unfortunately, many of the knowledgebase modules on the market don't support healthy practices for capturing, maintaining, and improving knowledge for service and support.

This paper summarizes the common traps to avoid when launching (or relaunching) a KM initiative:

  • Limiting knowledge to a closed-box knowledgebase
  • Over-complicating knowledge contribution
  • Creating review bottlenecks
  • Erecting barriers between case tracking and knowledge management
  • Treating knowledge management as a technology project
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