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	<title>Web Support Blog</title>
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	<description>Solving web support business and technology challenges</description>
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		<title>Writing good titles for searching and browsing your site is important</title>
		<link>http://websupportblog.wordpress.com/2007/02/27/writing-good-titles-for-searching-and-browsing-your-site-is-important/</link>
		<comments>http://websupportblog.wordpress.com/2007/02/27/writing-good-titles-for-searching-and-browsing-your-site-is-important/#comments</comments>
		<pubDate>Wed, 28 Feb 2007 07:21:52 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[Content Effectiveness]]></category>
		<category><![CDATA[Search]]></category>

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		<description><![CDATA[A few months back I did some work to assemble a training for our knowledge base writers on how to write good titles. Why? Well no matter how good your content may be, if your users cannot find the content, they wont read it. Take for example if you were reading a list of search [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=33&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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			<media:title type="html">Chris</media:title>
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		<title>Outsource systems, so you can put more focus on innovation</title>
		<link>http://websupportblog.wordpress.com/2007/01/27/outsource-systems-so-you-can-put-more-focus-on-innovation/</link>
		<comments>http://websupportblog.wordpress.com/2007/01/27/outsource-systems-so-you-can-put-more-focus-on-innovation/#comments</comments>
		<pubDate>Sun, 28 Jan 2007 06:51:03 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[General]]></category>
		<category><![CDATA[Search]]></category>
		<category><![CDATA[Web Analytics]]></category>

		<guid isPermaLink="false">http://websupportblog.wordpress.com/2007/01/27/outsource-systems-so-you-can-put-more-focus-on-innovation/</guid>
		<description><![CDATA[In an article by Jon Brodkin of NetworkWorld.com, he discusses a recent comment from Google’s Dave Girouard on how “insane” it is that companies spend 75% to 80% of their budget maintaining, instead of innovating. If you consider a company like Google, or even Amazon.com and eBay, they used innovative technologies to drive their businesses. [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=32&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<title>Web Analyst Recommendation</title>
		<link>http://websupportblog.wordpress.com/2007/01/15/web-analyst-recommendation/</link>
		<comments>http://websupportblog.wordpress.com/2007/01/15/web-analyst-recommendation/#comments</comments>
		<pubDate>Mon, 15 Jan 2007 20:56:43 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[Web Analytics]]></category>

		<guid isPermaLink="false">http://websupportblog.wordpress.com/2007/01/15/web-analyst-recommendation/</guid>
		<description><![CDATA[My organization has been working with a Web Analyst in order to accelerate learning that otherwise would be very time consuming. Like many organizations, we do not have a mature toolset (it is coming), and so the effort to understand what the data is telling us is difficult. Based on previous work with us some [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=31&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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			<media:title type="html">Chris</media:title>
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		<title>Top 10 Usability Design Mistakes</title>
		<link>http://websupportblog.wordpress.com/2006/12/27/top-10-usability-design-mistakes/</link>
		<comments>http://websupportblog.wordpress.com/2006/12/27/top-10-usability-design-mistakes/#comments</comments>
		<pubDate>Thu, 28 Dec 2006 03:58:59 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[Usability/Design]]></category>

		<guid isPermaLink="false">http://websupportblog.wordpress.com/2006/12/27/top-10-usability-design-mistakes/</guid>
		<description><![CDATA[Have you considered that perhaps your web support site fails because you have failed with its design? Reading another of Dr. Jakob Nielsen’s Alertbox articles reminded me how easy it is to do things wrong. In Dr. Nielsen’s Top Ten Mistakes in Web Design, he covers some very important points. First, bad search. In regard [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=30&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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			<media:title type="html">Chris</media:title>
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		<title>When Is Search Not Search?</title>
		<link>http://websupportblog.wordpress.com/2006/11/09/when-is-search-not-search/</link>
		<comments>http://websupportblog.wordpress.com/2006/11/09/when-is-search-not-search/#comments</comments>
		<pubDate>Thu, 09 Nov 2006 19:41:29 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[Search]]></category>

		<guid isPermaLink="false">http://websupportblog.wordpress.com/2006/11/09/when-is-search-not-search/</guid>
		<description><![CDATA[Usability guru Dr. Jakob Nielsen tells us that our users have a firm mental model on search. The mental model includes a search box, a search button, and a list of results. In testing, people want search on every site to work like search on their favorite search engine (Google, Yahoo, and MSN). Users also [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=28&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
		<media:content url="http://0.gravatar.com/avatar/c388679b39921b786ac61a03862787b2?s=96&#38;d=identicon&#38;r=G" medium="image">
			<media:title type="html">Chris</media:title>
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		<title>Executing Knowledge Management</title>
		<link>http://websupportblog.wordpress.com/2006/11/09/executing-knowledge-management/</link>
		<comments>http://websupportblog.wordpress.com/2006/11/09/executing-knowledge-management/#comments</comments>
		<pubDate>Thu, 09 Nov 2006 16:33:24 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[Content Management]]></category>
		<category><![CDATA[Knowledge Management]]></category>

		<guid isPermaLink="false">http://websupportblog.wordpress.com/2006/11/09/executing-knowledge-management/</guid>
		<description><![CDATA[In my last post I ranted about my frustration within my organization in regard to knowledge management. I discussed some problems and gave a list of things required to make knowledge management successful. Since that time, I found a very good article from David Kay, Breakthrough Knowledge Management, that summarizes the Knowledge Centered Support (KCS) [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=27&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
		<media:content url="http://0.gravatar.com/avatar/c388679b39921b786ac61a03862787b2?s=96&#38;d=identicon&#38;r=G" medium="image">
			<media:title type="html">Chris</media:title>
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		<item>
		<title>What is happening in knowledge management in my organization?</title>
		<link>http://websupportblog.wordpress.com/2006/11/07/what-is-happening-in-knowledge-management-in-my-organization/</link>
		<comments>http://websupportblog.wordpress.com/2006/11/07/what-is-happening-in-knowledge-management-in-my-organization/#comments</comments>
		<pubDate>Wed, 08 Nov 2006 06:40:49 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[Content Management]]></category>
		<category><![CDATA[Knowledge Management]]></category>

		<guid isPermaLink="false">http://websupportblog.wordpress.com/2006/11/07/what-is-happening-in-knowledge-management-in-my-organization/</guid>
		<description><![CDATA[I have not been posting too much lately, actually not enough since I started this blog. Besides working on my other blog, I have been preoccupied at work, asking, &#8220;what is happening in knowledge management in my organization?&#8221; Because my current role is just now expanding into more main stream knowledge management, after being away [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=26&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://websupportblog.wordpress.com/2006/11/07/what-is-happening-in-knowledge-management-in-my-organization/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
	
		<media:content url="http://0.gravatar.com/avatar/c388679b39921b786ac61a03862787b2?s=96&#38;d=identicon&#38;r=G" medium="image">
			<media:title type="html">Chris</media:title>
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		<item>
		<title>Components of Enterprise Search</title>
		<link>http://websupportblog.wordpress.com/2006/10/30/components-enterprise-search/</link>
		<comments>http://websupportblog.wordpress.com/2006/10/30/components-enterprise-search/#comments</comments>
		<pubDate>Tue, 31 Oct 2006 00:03:01 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[Search]]></category>

		<guid isPermaLink="false">http://websupportblog.wordpress.com/2006/10/30/components-enterprise-search/</guid>
		<description><![CDATA[Do you ever wonder what the parts of a search engine are? Or, how would you evaluate search engines across enterprise search vendors? Well, if you visit the InQuira Resources (http://www.inquira.com/resources_reports.asp) you can order a whitepaper, “InQuira Self-Service and Support Search Solution &#8211; Advanced Linguistics, Dynamic Navigation and Classification” that can help you. The paper [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=25&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
		<media:content url="http://0.gravatar.com/avatar/c388679b39921b786ac61a03862787b2?s=96&#38;d=identicon&#38;r=G" medium="image">
			<media:title type="html">Chris</media:title>
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		<title>When to Focus on Findability (Instead of Content)</title>
		<link>http://websupportblog.wordpress.com/2006/10/15/when-to-focus-on-findability-instead-of-content/</link>
		<comments>http://websupportblog.wordpress.com/2006/10/15/when-to-focus-on-findability-instead-of-content/#comments</comments>
		<pubDate>Sun, 15 Oct 2006 20:06:14 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[General]]></category>
		<category><![CDATA[Search]]></category>

		<guid isPermaLink="false">http://websupportblog.wordpress.com/2006/10/15/when-to-focus-on-findability-instead-of-content/</guid>
		<description><![CDATA[Recently I heard someone say that content is king – and I agree. But he said content is king, and that is where you should focus the majority of your attention on your site. To take that at face value would be a mistake. If you do not have any content on your site, of [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=21&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
		<media:content url="http://0.gravatar.com/avatar/c388679b39921b786ac61a03862787b2?s=96&#38;d=identicon&#38;r=G" medium="image">
			<media:title type="html">Chris</media:title>
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			<media:title type="html">Findability1</media:title>
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			<media:title type="html">Findability2</media:title>
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		<item>
		<title>Web Analytics Wednesday &#124; Web Analytics Demystified</title>
		<link>http://websupportblog.wordpress.com/2006/10/11/web-analytics-wednesday-web-analytics-demystified/</link>
		<comments>http://websupportblog.wordpress.com/2006/10/11/web-analytics-wednesday-web-analytics-demystified/#comments</comments>
		<pubDate>Thu, 12 Oct 2006 04:41:00 +0000</pubDate>
		<dc:creator>Chris</dc:creator>
				<category><![CDATA[Web Analytics]]></category>

		<guid isPermaLink="false">http://websupportblog.wordpress.com/2006/10/11/web-analytics-wednesday-web-analytics-demystified/</guid>
		<description><![CDATA[I had a great opportunity tonight to meet Eric T. Peterson, the author of Web Analytics Demystified, and several other web analytic colleagues. Eric has coordinated Web Analytics Wednesday all over the globe &#8212; this is a time for people to meet locally and discuss web analytics. I am just fortunate enough to live in [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=websupportblog.wordpress.com&amp;blog=421300&amp;post=19&amp;subd=websupportblog&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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			<media:title type="html">Chris</media:title>
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