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(shared) knowledge is power
There are two kinds of knowledge - tacit and explicit. 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... [More]
Tags: knowledge km power kcs |
just in time, not just in case
W hat? What do you mean? "Just in time, not "just in case" is a great catch-phrase that captures our knowledge management practices here in Rational Client Support. And we thought you might be interested in learning a little more about that. We believe that knowledge base content (in a support context) is different and should be managed differently from other types of technical content, like documentation, white papers, or manuals. Technical Support content is dynamic and needs to be created, managed and delivered for "just... [More]
Tags: km knowledge kcs |
Share, even if you think everybody knows it already
Honestly? Probably the best thing about working at IBM is the thousands of "wicked smaht" people we get to work with ... from all over the world, and all over the business. 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.
Tags: knowledge km |
knowledge wins!
I love this old poster I found on Flickr's Creative Commons pool, courtesy of the Boston Public Library. According to the notes on the image: The American Library
Association produced this poster as a part of its "Books for Sammies"
campaign to send books to soldiers. In WW I, the English called American
soldiers "Yanks" or "Sammies" for Uncle Sam. Thousands of these posters
were displayed in libraries and expanded the libraries' visibility and
their role as community centers by participating in wartime... [More]
Tags: knowledge bpl boston win |
New IEA module: Basics of AppScan Standard's in-session detection feature
In Rational Client Support, we are always looking for ways to make you more successful using IBM Rational products. 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... [More]
Tags: appscan iea knowledge kcs education |
