First off, Happy New Year! I hope 2011 finds you and yours safe and well.
Second, we want to share a compliment we are very proud of:
In December, we posted a video to help explain how IM Support uses Knowledge-Centered Support (KCS) and some of the benefits: http://ow.ly/3yKEO
David Kay, one of the leading voices in KM and KCS, just posted a "pat on the back" for the video in his blog: Communicating KM to Customers: IBM does it right
We're still maturing as an organization using KCS, but hopefully you've seen the improvement in our ability to provide support content to help guide you and answer your technical questions.
We're proud of the progress we've made, and look forward to doing more in the future!
Prior posts about KCS in IM Support:
The KCS Shift and the Information Shuffle - is that a new dance?
New Video - How IBM uses Knowledge-Centered Support (KCS)
In Information Management Technical Support, we've invested a lot of time, training, and effort improving our Knowledge Base by implementing Knowledge-Centered Support (KCS). I'm excited that a new video has been posted which helps explain the KCS process in IBM:
Together, we are making support better!