All too often, 18-24 month information management strategies fail to deliver benefits, but there is an alternative.

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

Intranet teams should be guided by two words when planning intranet activities: tangible and visible.

There is a ‘rule of thirds’ that can be used to categorise the main types of forms that exist on an intranet.

There is very real cost of the reliance on email: the duplication of information management activities, which has a significant impact on productivity, consistency and accuracy.

There are several key categories of documents that should be targeted as part of information management projects, while other documents can be ignored.

Effective information management is not easy. This article outlines 10 critical success factors that address organisational, cultural and strategic issues.

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