People consider their mobile phone to be one of their key personal possessions, never far from their body. Psychologically, they are personal devices, in a way that is very different …

Customer service is increasingly a point of contention for businesses that have barely differentiated products: banks, insurance firms, mobile and internet providers and many, many more. How well, or how …

The adoption of internet- and web-enabled mobile devices is one of the ‘mega trends’ that will reshape many of our day-to-day tasks. Not just a consumer phenomenon, mobile devices will …

Employee engagement continues to be a hot topic, and little wonder. Conservative estimates suggest that small increments in employee engagement levels bring very tangible benefits through increased productivity and reduced …

KMWorld in Washington DC last week gave us a wonderful opportunity to meet up with many of our Intranet Innovation Award winners for 2010. Their work was also of keen …

Jargon is generally language that applies to a particular trade, profession or group of people. Within organisations jargon can be like secret shorthand, with many variations, including abbreviations, made-up words …

Enterprise search is often deployed as ‘the answer’ for the difficulties of finding information across an entire organisation. The basic concept is that the enterprise search indexes ‘everything’, and findability …

The introduction of a new technology platform is a two-edged sword for intranets. On the positive side, a good technology solution will bring much-needed improvements and features, both of which …

For many intranet teams it is all too easy to view the intranet through the eyes of their corporate colleagues. With dedicated computers inside the firewall and polished computer skills, …

Now that Designing intranets: creating sites that work is reaching destinations far distant from Australia, some nice comments are starting to come in: I have just finished reading ‘Designing intranets …