Research Report

Engineering the Virtual Knowledgebase

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What is the role of the traditional knowledgebase (KB) in the age of online communities and Google? In this report, TSIA makes the case that the traditional KB continues to be a critical store for tacit knowledge, but there are also other sources of valuable content. Companies need to find a way to consolidate access to all of these sources of information to streamline knowledge access and consumption, providing a significant impact to employee productivity and customer self-service success. Executives should identify useful content stores—both inside and outside the company—and engineer a "virtual knowledgebase," providing one-stop access to all of this information.

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Peg Rodarmel, SVP, Subscription Services, Infor

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