Conference Presentation

Transforming Knowledge Management: Hot KM Trends

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Knowledge management strategies have expanded far beyond the traditional support knowledgebase. Not only have all service disciplines, including field services and professional services, begun focusing on knowledge, but multiple industry trends, including collaboration, communities, and expertise management, are all transforming how companies capture, share, and maintain tacit knowledge. In this session, find out the results of TSIA's 2014 Knowledge Management survey, with a focus on Pacesetter practices such as:

  • Incorporating unified search technology to index and search multiple content repositories.
  • Capturing knowledge at the end of customer projects, including PS engagements.
  • Leveraging video to increase knowledge consumption.

In addition, find out industry averages for key operational metrics and processes, such as time to publish, mobile access, knowledge centered support (KCS) adherence, and knowledge staffing levels.

 

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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