The KCS Shift and the Information Shuffle - is that a new dance?
Andrew McCarl (IBM) 100000AY2G Visits (2235)
For Information Management Support, it is.
Throughout 2009, a tremendous amount of time and effort went into shifting Information Management Support teams to using a Knowledge-Centered Support, or KCS, model. I hear you asking "KCS, what does that mean?" The basic premise: if information is useful to resolve one problem or question, then it's probably good for other problems or questions as well. Easy enough? Well, it's a little more complicated behind the scenes, but that's our problem - you only need to reap the benefits!
Our implementation of KCS is essentially that when we have useful information, we reuse it. If we can't find it, we write it down. We are constantly shuffling through our content to see if we have the right information available, creating it if we can't find it, improving it when necessary, and making it available when it proves useful. Your online information will just keep getting better and better with every question we answer or problem we solve!
We have also made a significant investment in "targeted" content - information on certain topics and in particular formats that will help you in very specific ways - understanding fixes that are available, information to collect when you experience a problem, how to perform a task, guides to information around a topic, etc. In the coming weeks, we will be highlighting the information that we're creating and sharing with you - what it is, when it's useful, how to use it, tools to find it, etc.
Stay tuned! The Hits just keep on coming!