Technology Solution Recommendation for a Global Development Firm
The Challenge A global development firm with thousands of employees and projects across the world was struggling with their content management strategy. Specifically, they were dealing with inefficient processes and outdated technology. This resulted in wasted time and frustration from … Continue reading
The Benefits of KM for Contact Centers and Help Desks
In 1997, my parents graduated from college and began their professional careers at Charles Schwab, working in financial services as investment consultants. Though they had little experience, within two years, my parents were at the top of their department and … Continue reading
Training and Organizational Design for a Federal Agency
The Challenge A US federal agency with a wide array of geographic distribution and responsibilities sought to better distribute learning events and resources to diverse professionals spread all over the United States. With a workforce of over 20,000 and millions … Continue reading
KM Strategy Workshop and Roadmap for a Global Product Testing Organization
The Challenge An industry-leading product testing organization was seeking the ability to quickly and efficiently gain an understanding of their knowledge management (KM) current state, and subsequently develop a foundational strategy to reach their desired state and a roadmap with … Continue reading
Constructing KM Technology: Tips for Implementing Your KM Technology Solutions
In the digital age that we now live in, making Knowledge Management (KM) successful at any organization relies heavily on the technologies used to accomplish every day tasks. Companies are recognizing the importance of providing their workforce with smarter, more … Continue reading
Knowledge Capture and Transfer Series – Part 3: Capturing Explicit Knowledge
Even though explicit knowledge refers to knowledge that has already been captured and documented somewhere in the organization, this doesn’t mean that all organizations capture their explicit knowledge in locations or formats that are easy to use. Indeed, a lot … Continue reading
Knowledge Capture and Transfer Series – Part 2: Capturing Tacit Knowledge
Organizations often lack a disciplined way to leverage the learnings and experience that their staff have acquired throughout their tenure and past experiences, and they only pay attention to this issue once it becomes too big to ignore. Examples of … Continue reading
Content Management Strategy for an International Retailer
The Challenge The learning team for an international retailer struggled to find and discover the knowledge resources that supported their work and their online learning solutions. The retailer’s learning team used an abundance of manual templates and processes, along with … Continue reading
Knowledge Capture and Transfer Series – Part 1: Getting Knowledge Capture and Transfer Right
Organizations are constantly generating new knowledge and enhancing existing knowledge in pursuit of their objectives. However, much critical knowledge is never captured. It remains inside people’s heads, isolated and undiscoverable. This leads organizations to suffer from a type of corporate … Continue reading
User-Centric Content Engineering to Improve Customer Experience
The Challenge A global financial firm needed to improve the user experience (UX) for its technical support documentation hub. Prior to EK’s involvement, the client company received user feedback expressing that interacting with the technical support documentation was cumbersome. Only … Continue reading