Research Report

Knowledge Versus Content Management

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Knowledge and content management emerged as the top spending area in the 2012 TSIA Member Technology Survey, with an average of 62% of members across service disciplines having budgeted for new or additional knowledge tools in 2012-2013. Clearly an overhaul is needed: member rated their existing knowledge technology with a satisfaction score of 3.32 on a five-point scale (with five being “highly satisfied” and one being “highly unsatisfied”), the lowest score of the 24 categories of tools included on the survey.

Knowledge management spending has been increasing for the last five years, but picking the right product is becoming more complicated. IT is under pressure to implement tools to capture intellectual property from retiring baby boomers, in some cases force-fitting a generic data warehouse into service operations, which does not address service's specific requirements. In this report, learn the difference between explicit content, stored in content management systems, and tacit knowledge, stored in knowledgebases designed for service operations. Companies shopping for new knowledge infrastructure must be clear on the use cases for the tools to help IT understand that “one size doesn't fit all” when it comes to knowledge and content platforms.

Authored By:

John Ragsdale

VP Research, Technology and Social, TSIA

Publish Date: July 1, 2012

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