Collective Wisdom: Transforming Support with Knowledge

by Françoise Tourniaire, David Kay

Collective Wisdom is the first book on knowledge management for the support industry. Collective Wisdom: Transforming Support Through Knowledge provides IT service and support professionals with a comprehensive overview to the role of knowledge management in the support environment. The book addresses: · How to create and maintain knowledge · How to deliver knowledge inside the support center and through self-service · How to organize and staff for knowledge management · How to understand, select and implement technology · How to measure knowledge management · What the future holds for knowledge management and support · How to make self-service work.

326 pages, Paperback

First published February 17, 2006

Reviews

[Susan · Rating 2 out of 5]

My management bookclub at work is reading this. The first 3 chapters were very interesting, but so far the rest hasn't been as helpful.