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John Ragsdale looks at the Klever Knowledge Community plus resources

By Phil Verghis on August 20, 2013

Unsolicited post from long-time KM guru and industry analyst, John Ragsdale…

 

http://bit.ly/ragsdale_on_klever

If you only knew what you already know…

By Phil Verghis on July 17, 2013

For readers of my newsletter, I sent a personal note about why  I helped create Klever (www.getklever.com).

http://conta.cc/17iXaZr

Dancing E named Finalist in TSIA’s 2013 Service Revolutions Competition

By Phil Verghis on April 24, 2013

Dancing E will be competing to win TSIA’s coveted Vision Award, with winners being determined by a live audience of industry practitioners along with a panel of expert judges. The theme of the competition is, “True vision is having the intelligent foresight to define a better, more productive future,” with categories including Commercial, Start-up, and Service Practitioner. We  are a finalist in the Start-up category.

“Introduced in 2010 and growing year over year, the TSIA Vision Awards recognize game-changing ideas in technology services that are beyond the cutting edge,” said J.B. Wood, president and CEO of TSIA. “Dancing E is not only an industry leader in its market space, but it continually demonstrates a compelling approach to driving technology services forward. We’re proud to recognize Dancing E as a Service Revolutions finalist for 2013.”

The competition will take place on May 8 at the Technology Services World (TSW) 2013 Best Practices conference in Santa Clara, California. Do come and vote for us if you think we are the best…

DancingE does it again – named semi-finalist for prestigious NC IDEA grant Spring 2013

By Phil Verghis on April 5, 2013

Lovely momentum. This is the startup that Adam, Bill and I are all co-founders of.

http://bit.ly/NCIDEAsemifinalist

The real bite of knowledge sharing

By adamk on February 18, 2013

Blog by Adam Krob, Senior Advisor

There is an old saying (and a song by a 1980s hair band) in English – “once bitten, twice shy.”  Effectively, it means that if you do something that leads to a negative or painful outcome, then you are unlikely to do it again.  In the old saying, if you pet a dog that bites you, you are less likely to pet that dog again.

Most organizations start knowledge sharing because of a real pain that they want to eliminate.  For support organizations, that pain is the overwhelming volume of the same questions over and over again-questions that, most of the time, someone on the team has answered before.  Knowledge sharing addresses that pain by putting the knowledge of the entire team into a repository that the team and the customers can use to answer these repeating questions, before they become cases.  The words we use to describe knowledge sharing outcomes reflect the desire to avoid the repeating case bite.  We talk about “case avoidance” or “customer deflection” as our goals.

For most of organizations, even those who do knowledge sharing well, they stop here.  Knowledge sharing focuses on gathering knowledge as we answer customer questions, sharing it to prevent other cases from appearing.

I would argue that there is much more power in knowledge sharing.  In even the best practice of knowledge sharing (I believe that Knowledge Centered Support, KCS, is that best practice), the focus is on the case workflow as the primary means to find, improve, and create knowledge.  To go beyond just avoiding the pain of massively repeating cases to truly learning from our entire organization, our partners, and our customers, I suggest a two-step plan.

  1. Identify other events that trigger a need for knowledge
  2. Start to build a process that incorporates sharing, improving, and creating knowledge into that event

Where do you see an event that triggers a need for knowledge in your organization?  A new software release?  A government regulation change?  Training for new partners or
resellers?

How could you build knowledge sharing into the processes you use to address each one?

Want to pursue these ideas further?

16th century Incas, 18th century shipyards and 21st century professionals

By Phil Verghis on January 30, 2013

http://bit.ly/tsiajan2013verghisknowledge

Our friends at the Technology Services Industry Association (TSIA) published our article titled What Do 16th Century Incas, 18th Century Shipyards and 21st Century Professionals Have in Common? An Inability to Share Knowledge.

They tweeted it as a ‘must read’ article.

This marks the first mention of Dancing E as we get out of stealth mode…

Exciting new blog posts from Adam on Knowledge Sharing

By adamk on January 11, 2013

Adam has been a guest blogger for HDI for several months and has created some great articles on knowledge sharing programs, particularly from the operational managers perspectives.  Take a look at all his posts and follow him at

http://www.hdiconnect.com/member/adamkrob/profile.aspx

We would love to hear from you!

7 Laws of Information

By Phil Verghis on December 18, 2012

Who said academics can’t write readable articles? There is a well-written paper on the 7 laws of information by Daniel Moody and Peter Walsh that was presented to the European Conference on Information Systems (ECIS ’99)

  1. Information Is (Infinitely) Shareable
  2. The Value of Information Increases With Use
  3. Information is Perishable
  4. The Value of Information Increases With Accuracy
  5. The Value of Information Increases in Combination
  6. More Is Not Necessarily Better
  7. Information is Self-propagating

Superb event @cc10 in Raleigh

By Phil Verghis on December 18, 2012

I was invited to speak at a lively, engaging set of talks on how Dancing E is using Creative Commons licensing to share knowledge. Each presenter had five minutes to talk about what they were doing and how they were using Creative Commons to share and distribute the message. I really enjoyed the event – the speakers were engaging, the content compelling and some very good discussions after.

Many thanks to the good folks at RedHat, New Kind, opensource.com and the Triangle Creative Commons community for hosting the event and for the invite.

Simplifying Knowledge Sharing

By Phil Verghis on November 15, 2012

A few of us have been working hard for a year or so on a concept called Dancing E. The idea is to de-mystify knowledge sharing, and make it widely available to all.

For those of you that know of Knowledge Centered Support SM (KCS), you know of the double loop diagram that has become the visual face of KCS. We have worked on simplifying it. Check it out here now and let me know what you think. We are giving the new diagram back to the community.

http://bit.ly/DancingEdiagram


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