knowledgecontact.com

Library Journal has an interesting review of social knowledge sharing tools in a recent article entitled 2.0 for Readers. The article focuses on the “RA,” or Reader’s Advisory services which include reader and library staff notes, reviews and overviews of books in the stacks, making the information librarian that much more prepared to help patrons [...]

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Most customers, if they care at all about the product or service they’ve purchased from you, have at least one good idea to share with you about how things could be better.

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I have to amend the post below with late breaking news.  Washington Energy Services sent a guy, Mark, out today to view the damage to our deck, inspect the installation and generally get an idea of how the whole project went.  He gave me some tips on the heat duct covers we have, checked things [...]

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Mulling the news today re a Harris poll and the problems with online shopping, specifically:
Forty-two percent of consumers who experienced problems during an online transaction switched to a competitor or completely abandoned their effort….
Another 52 percent who have experienced bad service from a contact center after they had a problem online have completely [...]

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A post by Helen Day over at Intranet Benchmarking is interesting–she recently went to a KM, CM, IM conference in London and was a little bemused that more people attended the KM seminars than the CM.  Her reasons?
I’d come round to thinking that KM was a bit old hat.  I’d thought it was a term [...]

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We are dynamic iterative contextual searchers.  No matter how you slice it, that’s what we humans are.  It’s how we shop, it’s how we surf, it’s how most of us organize our lives.
We look for what we think we want, only to find our original ideas about what we want changing as we find more [...]

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How we search for what we want–that’s the big question inside and outside of companies.  For customers, they don’t want to know how the technical writer thinks of the bluetooth enabling technology on their laptop works, they want to know about Bluetooth as it relates to their needs right now-even if they don’t exactly know [...]

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Say you had a superstar out in the wilds of your tiny site in Edmonton, Canada. Nobody in the company gives much thought to the tiny office in Edmonton, other than they do okay, no fire alarms, and well, what else is there to think about?
But there’s this one tech support agent out there [...]

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I’m not much of a fan of the medical industry, but I am a fan of the smart things they’ve got going at Group Health Coop in Seattle–and I’m not the only one, it seems.
Setting up my annual physical a couple of weekends ago, I used Group Health Coop’s online appt schedule. I was [...]

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