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AUGUST 2003
The front-line environment must be understood when implementing knowledge management initiatives.
authoring benchmarking best bets brand call centres card sorting case studies case study collaboration communication content content management content management systems definitions design document management document management systems edrms email evaluation field staff goals governance home page implementation induction information architecture information management innovation integration interviews intranets intranet teams knowledge management knowledge sharing leadership management metadata metrics narrative navigation needs analysis org chart ownership personalisation planning policies policy portals promotion purpose quality records management records management systems redesign requirements review rfp roadmap scoping search segmentation selection staff directories standards strategy survey taxonomies tender usability user research websites wikis workflow xml