Following a core set of guidelines will greatly improve the effectiveness of staff interviews.

The field of information architecture (IA) has much to offer those creating taxonomies, including a range of structured techniques for testing their effectiveness.

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

Users are not all the same, and do not have the same needs. A key principle is therefore: you can’t usefully deliver information to users…

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

This briefing contrasts the role of knowledge management in supporting both innovation and consistency.

While ‘knowledge sharing’ is a common goal for KM projects, it is often neither meaningful or effective.

A successful knowledge management strategy must identify the key needs and issues within the organisation, and provide a framework for addressing these.

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

The front-line environment must be understood when implementing knowledge management initiatives.