(shared) knowledge is power
kellypuffs 06000168YK Visits (8275)
Tacit knowledge is the knowledge in your head. Knowledge you haven't shared. Explicit knowledge is knowledge written down and shared. Tacit knowledge is good, but explicit knowledge is better, particularly in a technical support context. In Rational Client Support, we've built a robust knowledge management program, based on knowledge-centered support best practices, aimed to equip the organization to capture knowledge effectively for reuse, not only internally, but outside the firewall as well.
The support engineer on the other end of the phone not only brings to bear his/her own expertise on an issue, but also has at hand our knowledge base built on the collective experiences of the organization and clients to date. We solve a problem once, and then reuse the solution, building upon it as experience dictates.
Capturing knowledge is not something we do in addition to solving problems....it is the way we solve problems.
Shared knowledge IS power.
image credit: (cc) KaCey97007