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Knowledge Management That Makes a Difference

Conversation Matters

I have long held a conviction that the best way to understand knowledge management is to actually experience it, not listen to a presentation about it, or even read about it - but to experience it. The meeting was designed around seven “Big Ideas” that URC has incorporated into its spread strategy for knowledge management.

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The Three Eras of Knowledge Management - Summary

Conversation Matters

I have posted lengthy descriptions of each of the three eras of knowledge management and here I have made a brief summary of all three. Since the term “knowledge management” came into popular usage, there have been three significant changes in how organizations have thought about their knowledge.

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Crafting Your IT Dream Team: Building a Robust Helpdesk Support Department

Professional Alternatives

Whether it’s resolving technical issues, answering queries, or providing guidance, a well-functioning helpdesk support department ensures smooth operations and customer satisfaction. Well-Defined Processes and Workflows A well-defined set of processes and workflows is essential for streamlining the helpdesk support operations.

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Why Knowledge Management Didn’t Save General Motors: Addressing Complex Issues By Convening Conversation

Conversation Matters

In 2008 KM was alive and well at GM. GM was brought down by a flawed strategy, but an organization’s strategy is clearly a product of the knowledge that exists within its walls. GM was brought down by a flawed strategy, but an organization’s strategy is clearly a product of the knowledge that exists within its walls.

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A Knowledge Management Strategy for Non-Profits Working in Developing Countries

Conversation Matters

I recently conducted a study of eleven non-profits to find out how knowledge management (KM) was being implemented in developing countries. In this article I have 1) outlined the findings from that study, and 2) developed a knowledge management strategy based on the findings. Staffing KM Positions.

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Bersin: Don’t overlook these 8 factors in creating your new hybrid plan

HRExecutive

Related: How analyst Josh Bersin believes the pandemic will reshape HR tech I suggest taking time to reflect on what has gone well over the past year and what didn’t work so well. You’ll want to work with senior leaders to continue to build on what went well even as employees start to come back to the workplace. Register here.

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Verint Engage 2019 Conference Takeaways

Aberdeen HCM Essentials

I was in Orlando two weeks ago attending Verint’s annual user conference, Engage. To showcase how various capabilities such as self-service, voice biometrics, knowledge management, workforce management, and unified agent desktop come together through this three-step framework, Verint had several clients share their success stories.