Knowledge? We Don’t Need No Stinking Knowledge…

Hilarious, I know.

And also, false.  We do need knowledge.  Now more than anything.

I am launching the fourth edition of the knowledge management usage study for customer service to find out how we are doing.  Last year we found some morsels of Tiedosta (remember? to know, about knowledge) that pointed us to maintenance as the weak link in the KM equation and some confusion as to how to deal with communities.

What will this year find out?

Kate Leggett, esteemed colleague and Forrester analyst, recently said that KM is the foundation for Customer Service and CRM – and I couldn’t agree more.  She explores in her article what needs to happen – and some of those principles are reflected in my research as well.


But I am also exploring the next generations of KM: stored knowledge versus knowledge in use, leveraging subject matter experts, and my personal favorite — communities and knowledge.

Please help me by taking this survey – made it simple and easy, just 15 minutes or so of your time in exchange for a — well, ton of knowledge… about knowledge.

disclaimer: this is a sponsored research.  this year for the first time Microsoft stepped up and backed my research.  for that i am eternally grateful – but not grateful enough to give them editorial (or any other type) of control.  i wrote the questions, the thesis, and will collect and hold the information.  i will analyze and follow-up with respondents, and i am the sole responsible party for this.  if it works, as it has in the past, they will get some killer content (as others have in the past). if it doesn’t — well, i am not sure what happens since i have never failed. hilarious, i know.

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