Archive for August 2015

TSIA’s 2015 Knowledge Management Survey is NOW OPEN!

August 3, 2015

I’m pleased to announce that TSIA’s 4th annual Knowledge Management Best Practices Survey is now open, and will remain open until midnight August 31st. This survey is open to the public–not just TSIA members–and includes some questions to cover all service areas, including customer support, field service, professional services, and more.

While many of the topics i cover in my research, such as CRM, remote control, mobility, social media, etc., seem to ebb and flow as interest areas from members, knowledge management is always in the top 3 inquiry topics I receive. This survey looks at some traditional KM areas, such as KCS adherence, knowledge staffing and days to publish, as well as some newer areas such as intelligent search, mobility and expertise management. Here’s one of the most talked-about findings from last year’s survey

:KM Potential

I’ve also included some questions on the consolidation of knowledge management, content management, and collaboration, which is the topic of my Power Hour session (“Redefining KM: Merging Knowledge, Content, Collaboration, and More”) at our Technology Services World Conference in Las Vegas in October. Some of the trends I’m seeing here include:

  • Using content management systems or generic data warehouses instead of traditional knowledgebases, and relying on intelligent search to create the taxonomies and find the right content.
  • Mining communities for knowledge, as well as allowing customers to contribute knowledge or suggest edits to knowledge in self-service systems.
  • Culture is playing a huge role in the success of KM, and especially as KM projects spread beyond technical support, convincing employees to collaborate instead of hoarding knowledge may take some work.

Everyone who completes the survey will receive a copy of the resulting report, “The State of Knowledge Management: 2015,” to be released at the Vegas conference. Here’s the link to take the survey:

I’d like to give special thanks to DB Kay & Associates and eGain for their helpful input on this year’s survey.

Thanks for taking the time to read this post, and please find 5 spare minutes to complete the survey!