The Knowledge Experience: How and Why to Make Knowledge Management Easier

There's a brewing crisis in KM. Front line support staff report that the tools they're using to share knowledge get in the way of doing their jobs. As a result, self-service success rates are falling, and with them go customer satisfaction.

Successful initiatives need people, process, and technology working together. In the past, organizations have erred by focusing only on the tool, ignoring people and process issues. More recently, the industry has turned its attention on people and process, almost to a fault.

This paper recommends a focus on three the knowledge experience "moments of truth" -- the big tasks that users need to accomplish urgently with tools. If we make these experiences easy and rewarding, users are hooked.

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