Past Writings on KM

• Bottom-Up Knowledge Capture — This article originally appeared in the Millennium Issue of Knowledge Inc., The Executive Report on Knowledge, Technology and Performance, in 1999.
• “The Accidental Knowledge Manager” (Knowledge Management Magazine, 2/01)
• Citation in the 2002 book “The Complete Guide to Customer Support,” by Joe Fleischer and Brendan Read.
• Knowledge-Centered Support Best Practices May Drive KM Software Adoption in Customer Service — CRMAdvocate (RealMarket.com), 8/8/05 — The impact of KCS
• I work in the areas of Knowledge Management and IT Service Management. Here’s an article on how these disciplines intersect, from the Feb. 2008 issue of KM World magazine.

Advertisement