Written with Sagit Salmon The simple answer to the question "End Users – Customers or Partners?" is both. End users are both the...

Knowledge management systems in service centers are considered essential tools for any organization engaged in providing services, as the...

In the modern business world, information is a vital strategic resource. Nevertheless, when it comes to knowledge in the service world,...

Service centers heavily rely on the knowledge management system as a cornerstone in their operations, and its role becomes even more...

We have a service knowledge management system. We invested time in setting it up, launching it, constantly updating it, and undoubtedly...

The coronavirus pandemic presents us with formidable challenges, indirectly and directly affecting several sectors of our economy as...

The term 'optimizing' refers to improving content and its accessibility, as well as adapting it to fit the target audience's needs. Why?...

Recently, the "six-minute law" has been instated in Israel. This law requires companies to answer customer calls in six minutes or less....

Naturally, vast amounts of knowledge are scattered around the organization: in people's heads; in private reference materials; in...

Linguistic simplification refers to text adaptation for cognitively challenged people or those that possess basic cognitive abilities....

Anyone who has ever managed content in a network or organization gradually realizes the importance of reaching the knowledge consumer...

Immediate knowledge requires fast, intuitive access for both customers and employees and a clear, structured presentation.

Lately, I have been struggling with the definition of "customer language". The definition is seemingly obvious: a simple language which...

I have recently found myself stuck without water and electricity for 36 hours. I became even more frustrated when I realized no one knew...

Organizations tend to switch Knowledge Management systems similarly to an individual switching a Smartphone, vehicle, apartment… The...

A Knowledge directory is a solution intended for workers whose work is mainly characterized by providing service in 'real time', when the...

Every organization transitioning to a new system must convert its content from the old system to the new, regardless of the way decisions...

I have been assisting two organizations in a knowledge directory upgrading process. The process includes both organizations deciding on...

When discussing knowledge management, thoughts immediately arise about content, text, concise writing, proper phrasing, templates,...

Here we go We got a GO from management and set up a central body to manage knowledge in the organization (someone said, information...