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) model.
Mr. Kay makes several great point when he discusses “Making the Transition” that have not occurred in my organization. The bolded items are where we need to go back and put more emphasis.
KCS requires a significant rethinking of knowledge, support processes, support staffers’ job descriptions, and rewards and recognition. It requires senior executive and management buy-in, a carefully executed communications plan, and an enabling technology platform. It generally requires help from experts outside the company. It’s not an initiative that should be taken lightly.
This is a good reminder, we can all work hard to get our tools and systems to the next level, but if you do not have your content development model working, your web support site will still fail your customers.