For many years, we’ve helped firms to determine practical approaches to knowledge management.

Communities of practice are by far the most successful knowledge management (KM) approach.

Video can increase the richness of internal communications, and foster staff engagement.

A case study on creating a global intranet that supports democracy worldwide.

Ideation applications tap into staff knowledge to create and share ideas.

“We want to be number one for customer service.” We’ve heard this stated by a number of our clients over the years, particularly in the…

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

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

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.