Available Knowledge Management Resources

Links of Interest

An Online Knowledge-Centered Framework for Faculty Support and Service Innovation ($): http://www.emeraldinsight.com/doi/pdfplus/10.1108/03055721311302160

Knowledge-Centered Service Practices: http://library.serviceinnovation.org/KCS_Practices_Guide_v6

Partnering to Improve Time to Competency and Proficiency: https://www.td.org/Publications/Magazines/TD/TD-Archive/2014/08/Partnering-to-Improve

Implementing Knowledge Management – A Practical Approach: http://www.tlainc.com/articl107.htm

Knowledge-Centered Service Adoption Guide: http://library.serviceinnovation.org/KCS_Adoption_Guide

Knowledge Management – Making Sense of an Oxymoron: https://www.skyrme.com/insights/22km.htm

How to Sell an Idea to Your Boss (Infographic) https://www.entrepreneur.com/article/298582

Case Studies

Transforming the Customer Experience (Avaya): http://www.serviceinnovation.org/included/docs/AvayaTransformingCE.pdf

The Road to Award-Winning KCS: A Case Study from Allstate: http://www.thinkhdi.com/events/awards/kcs-award/2014-case-study-allstate.aspx

Improving Customer Success with Self-Service: https://www.serviceinnovation.org/included/docs/hpcasestudy201505.pdf

Videos

KCS v5 to v6 Certification Study Session: https://youtu.be/tf4QC7L7QUA

KCS Goals – Measuring the Right Things: https://youtu.be/zJFEUGw-AXU

Social Network Analysis

Social Network Analysis: An Approach and Technique for the Study of Information Exchange: https://utexas.instructure.com/courses/1028478/files/29901861/download?wrap=1

Social Networks Analysis: Tools, Measures and Visualization ($): https://link.springer.com/chapter/10.1007/978-1-4471-4054-2_1

Social Network Analysis and the Evaluation of Leadership Networks: http://leadershiplearning.org/system/files/SNA%20and%20Leadership%20Networks%20-%20LQ.pdf

Social Network Analysis Taxonomy Based on Graph Representation: https://pdfs.semanticscholar.org/dd1a/6871275c31b8fb8c6b1da8056f857959853d.pdf

Social Network Analysis as Method to Assess Collaboration: http://www.learningoutcomeassessment.org/documents/Staden.docx.pdf

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