“What’s on the Horizon for Knowledge Management”. Knowledge Management has been an on-again off-again trend over the past 15 years. Vendor systems have come and gone, they’ve been acquiring one another, and their offerings keep changing. So what’s on the horizon for knowledge management?
Referred to as the "Female Tom Peters"; internationally renowned, award winning, speaker- consultant, Ivy Meadors, with over 28 years of experience, is a seasoned expert specializing in business, customer service and technical support. She is recognized as one of the help desk and call center industry's most respected leaders.
As a speaker, Ivy is known for her engaging, spontaneous style, delivering forward thinking, unconventional ideas. She got her roots in the industry during her tenure at U S West Communications and IBM. When it comes to using Customer Relationship Management methodologies to foster business success, combining technology, industry best practices and procedures, with highly motivated team members, she’s one of the top experts who can contribute at all levels.
Ivy is CEO and founder of High Tech High Touch Solutions, Inc.™, a full-service, vendor neutral, consulting firm specializing in service and support of the enterprise from a comprehensive viewpoint. Together with her team, she has provided innovative solutions with extraordinary results to hundreds of Fortune 1000 companies and others throughout the world. She is personally driven with a desire to pay it forward, passing her knowledge on to others, giving back for all that she has received from so many others.
In the state of Washington, we proudly share that 7 of the 10 largest, and most profitable, companies have been our customers as well as many, many others!
She is personally driven with a desire to “pay it forward”, passing her knowledge on to others, giving back for all that she has received from so many others. Being the co-founder and President of the 2 ½ year old NWCCP group and the President of HDNW for 9 of its 14 years in operation, are two of the ways she “pays it forward”.
High Tech High Touch Solutions, Inc.™ ~~~ 425-398-9292 ~~~ Ivy@hthts.com ~~~www.hthts.com
“What’s on the Horizon for Knowledge Management”
Ivy MeadorsSpeaker, Writer, Animal ActivistHigh Tech High Touch Solutions, Inc.www.hthts.com
This and more….
…methodology and a means of managing knowledge
…corporate asset when data is captured and utilized
…repository for the knowledge in knowledge worker’s heads
…way to form relationships of trust through knowledge transfer
…contributor to gaining the competitive advantage
…means to leverage your intellectual capital
…way to afford self-service
…the way to get it “Done in One!”
….so when did KM get started in IT Help Desk Support
KM Tool websites at end of slide deck
“Enterprises must facilitate and encourage collaboration, knowledge capture and organize business intelligence to provide a comprehensive knowledgebase and top it off with a powerful search engine.”
Code named Underdog
Read article in Fortune Magazine May 2005
Google Knowledge Management
Google and Yahoo Desktop
Search it all – files, emails (pst files, PowerPoint, etc.
Updates to knowledge base – notify people having a need to know
…Blogging opens these doors
Comment SPAM - big issue - http://codex.wordpress.org/Combat_Comment_Spam
“27% of U.S. adults who go online read blogs.”
- Anick Jesdanun, Associated Press
Note: Hosted and installed versions available for some
Great way to share know-hows and how- tos!!
“You've Got AOL VoIP!”
Natural reaction to change: Resist
Awarenessof need to change: critical ingredient and must come first
“Encourage people & help them feel comfortable with being asked to do something differently.”
Research shows problems with the people dimension of change is the most commonly cited reason for project failures.
Study with 248 companies: effective change management with employees listed as one of top-three overall success factors for the project.
Helping managers be effective sponsors of change was considered the most critical success factor overall.
“Be sure to take into consideration: different generations and behavioral styles, and personal motivators.”
“Be willing to surrender what you are, for what you could become.“
…to implement new skills & behaviors
…to retain the change once it has been made
…of the need for change
…to make change happen
…about how to change
Research shows that problems with this dimension of change is the most commonly cited reason for project failures. In a study with 248 companies, effective change management with employees was listed as one of the top-three overall success factors for the project. Helping managers be effective sponsors of change was considered the most critical success factor overall.
“Visit our booklist for readings that will focus on the topics for our industry, plus more. Buy from Amazon right on the page!”
It is important for the program champions and other managers to recognize that the human aspects of management deserve much more than lip service. In the final analysis, the success of KM program implementations could very well be determined by these human factors."
- Dr. Yogesh Malhotra
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How’s that Horizon looking for you now?
The only real limit to Knowledge Management is the limit of your imagination.