From the course: Customer Service: Knowledge Management
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Capture, reuse, and improve
From the course: Customer Service: Knowledge Management
Capture, reuse, and improve
- Something momentous happened in 1994, so quietly, almost nobody noticed. A small group of services executives got together because knowledge management wasn't working for them. So, they invented a completely new approach. Their revolutionary idea, people delivering service should capture, reuse and improve knowledge as they do their jobs. Maybe this just sounds like common sense to you, but stay with me. This is a huge change in how knowledge management is done. Before this approach, some organizations managed knowledge by investing in dedicated professional knowledge authors. This wasn't ideal because these authors weren't in the trenches. So, one, they didn't personally know what questions needed to be answered. And two, they weren't subject experts, so their answers might not be reliable. Other organizations ask their most knowledgeable people to create knowledge, great, but your experts tend to be your busiest…
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