Three tiers of collaboration.

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…

There are no "KM systems".

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

Two types of in-bound call centres.

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

Intranets and knowledge sharing.

The intranet can serve as a platform for knowledge management initiatives, via approaches such as collaborative environments, staff directories, wikis and weblogs.