kellypuffs 06000168YK Visits (8521)
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
kellypuffs 06000168YK Visits (2472)
Those fine folks at Rational Client Support have done it again!
Four times a year, we review and gather up content that has been identified by clients and support as the most useful technotes in solving problems or answering questions, and publish it in a document we call the Top Rational FAQ Links by Product.
*Top Rational FAQ Links by Product*
New and noteworthy this quarter, we've added two more products to this initiative: Rational Insight and Rational DOORS Web Access.
We continue to increase the number of products this tech note addresses, and you can now subscribe to this information in your favorite RSS reader.
Image credit: (cc) austinevan
kellypuffs 06000168YK Visits (2732)
How do we do that?
We monitor trends and topics, both in the support tickets we receive and resolve, and the documents accessed out on the web. We use this data to target specific activities around the areas that matter to YOU.
We've noticed we're getting a lot of questions around the in-session detection feature of IBM Rational AppScan, and so our support engineers have created the first ever IBM Education Assistant module for AppScan:
Basics of AppScan Standard's in-session detection feature.
Check it out! And many thanks to Paul Esteban for his work.
kellypuffs 06000168YK Visits (2091)
@RationalSupport tweets were the most popular in July, as measured by click-throughs to our content?
Check it out!
Lots of good stuff here ... what do YOU want us to tweet about?
Aaron Kim is one of those people.
He wrote a great blog post today on the value of sharing knowledge, and you can find it at his blog: The Bamboo Raft.
My favorite part?
"No matter how many people know about anything, there are always more people who don’t know about it."Good reading.