Outlines a disciplined approach to re-invigorating a corporate intranet, making it deliver real business benefits.

Content management systems should be made to meet specific business goals. Without a clear vision of these goals, it is impossible to track the success…

Without care and attention, a CMS can slide into a state of living death. Such systems can be revived by implementing a number of practical…

KM has much to learn from usability, which can provide many useful starting points for structuring and managing KM projects.

There is no ‘correct’ answer to this question. To get the best business outcomes, you must understand the strengths and weaknesses of both approaches.

Why spend millions on managing content that no-one understands or needs? This article provides tips for getting the best value out of your business content.

Call centres are growing rapidly. They are also confronted with many challenges, and KM has much to offer in overcoming these difficulties.

There are a huge number of vendors and products in the CMS market, and comparing them is difficult. This paper describes tools, techniques and tips…

A case study describing how to deliver a successful searching solution. Provides guidelines on user interface design, indexing configuration, search engine weightings and more.

Card sorting is a very simple method of working with users to come up with a usable information design. A valuable tool for all information…