Available Knowledge Management Resources
Links of Interest
Seven Secrets To Help Your Team Find Motivation (And Hold Onto It):
https://www.forbes.com/sites/forbescoachescouncil/2018/02/28/seven-secrets-to-help-your-team-find-motivation-and-hold-onto-it/#379c87083a78
A Call for Change in the Call Center (Abstract): https://search.proquest.com/openview/a5f0f75a7075c7912edd4bc89bf6c4d0/1?pq-origsite=gscholar&cbl=29241
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
Intelligent Swarming: http://www.serviceinnovation.org/intelligent-swarming/
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
Why Knowledge Management, and Why Now? http://www.thinkhdi.com/library/supportworld/2016/why-knowledge-management-why-now.aspx
Knowledge Management is Not Optional: http://www.thinkhdi.com/library/supportworld/2016/knowledge-management-is-not-optional.aspx
6 Steps to Build a Knowledge Management Culture: http://www.thinkhdi.com/library/supportworld/2016/6-steps-build-knowledge-management-culture.aspx
How to Sell an Idea to Your Boss (Infographic) https://www.entrepreneur.com/article/298582
Case Studies
The Road to Award-Winning KCS: A Case Study from Ellie Mae: https://www.thinkhdi.com/library/supportworld/2017/road-to-award-winning-kcs-case-study-from-ellie-mae.aspx
KCS – Lessons from the Journey (Lowes): https://www.hdicharlotte.org/docs/2014Sept-ChrisMeadows-KCS-LessonsfromtheJourney.pdf
Apollo Education Group: http://www.thinkhdi.com/about/case-studies/apollo-education-group.aspx
Aspect Software’s KCS Journey: http://www.thinkhdi.com/library/supportworld/2016/aspect-software-kcs-journey.aspx
Transforming the Customer Experience (Avaya): http://www.serviceinnovation.org/included/docs/AvayaTransformingCE.pdf
NonStop Customer Support (HP): http://www.serviceinnovation.org/included/docs/kcs_cs_hpsupport.pdf
Everyone Can Publish (Avaya): http://www.serviceinnovation.org/included/docs/EveryoneCanPublish.pdf
Fiserv Case Study: http://www.thinkhdi.com/about/case-studies/fiserv.aspx
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
Legato Support Services: http://www.serviceinnovation.org/included/docs/kcs_cs_legatosupport.pdf
Progress Software: http://www.serviceinnovation.org/included/docs/kcs_cs_progress.pdf
Verisign Security Services: http://www.serviceinnovation.org/included/docs/kcs_publication_verisign.pdf
Schneider Electric: http://www.serviceinnovation.org/included/docs/SchneiderElectricCaseStudy.pdf
Salesforce.com Employee Success: http://www.serviceinnovation.org/included/docs/SFDCEmployeeSuccess.pdf
Play Catch, Not Ping Pong: http://www.serviceinnovation.org/included/docs/PlayCatchNotPingPong.pdf?pdf=PlayCatchNotPingPong
Downloads
KCS Quick Reference Guide: http://www.thekcsacademy.net/included/docs/kcs_quickreference.pdf
New vs. Known Study (v5.0): http://www.serviceinnovation.org/included/docs/new_vs_known_study_v5_0.xls
Verified Self Assessment Worksheet (v6): http://www.serviceinnovation.org/included/docs/cert/aligned_v5_selfassess_worksheets.xls
KCS Benefits Calculator (.xls): http://www.serviceinnovation.org/included/docs/kcs_benefitscalculator.xls.zip
Transforming Customer Support through Knowledge Management: http://www.theknowledgeculture.com/wp-content/uploads/sites/7/2017/07/Transforming-Customer-Support-With-Knowledge-Management.pdf
Solution Quality Survey: http://www.serviceinnovation.org/included/docs/kcs_solutionquality_051806.ppt.zip
Synergies Between ITIL and Knowledge-Centered Service: http://www.thinkhdi.com/~/media/HDICorp/Files/White-Papers/promo/whtppr-0614-axelos-hdi.pdf
3 Things to Think About – A Warning Label for Radar Charts: http://www.verghisgroup.com/wp-content/uploads/2012/04/3-Things-to-Think-About-A-Warning-Label-for-Radar-Charts.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: http://www.mjdenny.com/workshops/SN_Theory_I.pdf
Social Network Analysis Handbook: https://www.rescue.org/sites/default/files/document/1263/socialnetworkanalysise-handbook.pdf
Social Network Analysis: http://advance.unl.edu/SocialNetworkAnalysis.pdf
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
Coding Qualitative Data for Social Network Analysis: http://www.ucdenver.edu/academics/colleges/medicalschool/programs/ACCORDS/sharedresources/QualitativeMethods/QRMF/Documents/201301QRMFVarda.pdf