It was my great pleasure today to be the opening keynote at the KM Singapore conference organised by iKMS on 1 September 2011. My key…

It was a great pleasure to present at KM Australia today in Sydney. My talk took a pragmatic look at how changing technologies can support…

When I was in London late last year, I was pleased to have an opportunity to record a video interview with Faith Wainwright of Arup….

Call centre staff have important information needs that greatly influence the quality of customer service provided.

When in London recently I spent a productive and interesting day with a knowledge manager in a small-ish organisation. In the job for six months,…

There are many elements of collaboration, and we often encounter the “blind men and the elephant problem”. We’re all talking about collaboration, but we’re actually…

Collaboration tools are vital, but left unmanaged, their spread can be anti knowledge sharing.

Organisations should abandon the search for ‘knowledge management systems’, and focus more closely on the specific capabilities required.

Beyond just helping staff to ‘find stuff’, search can play a valuable role in meeting broader knowledge management goals.

In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.