Knowledge Base Software

I am writing this post as I am on hold at a customer support center.  I really hope this will be a short post, but I am afraid it may not.  The music is nice, but this is my second call to the center where I have already spent over an hour trying to get reward points straightened out.  I am forced to tell my story again with hopes I can get to the next tier [...]

Knowledge Base software has been around for awhile now, but if you have not jumped on board yet this is the time.  A knowledge base is a great tool for managing internal and external information.  Businesses large and small benefit from having a centralized place to store important data. Internally you can store important company documentation essential to managing your business.  Company policies, employee training manuals, best practices and other important information can be stored [...]

Beginning tonight at midnight Wikipedia will be closing down its US site for twenty four hours to protest the federal anti-privacy legislation known as SOPA, warning it is a threat to free speech. Whether you agree with or oppose the proposed legislation this action raises a lot of issues.  Free speech governance concerns aside, an intended consequence is that many who rely on wikipedia for information are going to be disappointed when they cannot get [...]

Who would have thought we would be speaking words in the workplace such as “tweet’, ‘wiki’, ‘blog’, and ‘google’?  Technology sure does wear a face of humor doesn’t it?  I guess they are really no different than words of the past such as ‘Xerox’ and ‘Kleenex’, but they do have silly rings to them. Take google for example.  This company name has become a verb.  How often have you heard (or said), “have you tried [...]

All of us know the value of accessible, stored knowledge.   Not that long ago few of us used words like wiki or knowledge base, now they have become common words in our workplaces and in everyday life. Many of us have learned the hard way that with knowledge comes responsibility.  In order to be effective one has to build & maintain organizational knowledge to its end goal to be accurate, easy to access, &helpful.  Organizing [...]

I have spoken often with potential clients who have illustrated a situation where their organization needs what they assume to be several separate solutions.  On many occasions, I’ve also spoken with potential clients who are aware of the needs of not only their own department but of other departments as well in terms of support solutions.  I have also spoken with many potential clients who assume not only that they must purchase, implement and maintain [...]

Some people only think of Knowledge Base Software as a tool for customer support operations, but if you have a KB system in-house you have an excellent tool for Human Resources. All kinds’ company information can be placed into a knowledge base for easy access.  A quality system will allow you to set permissions so that only management can view restricted data, making it perfect for storing key employee resources.  With other features such as article [...]