Authors Francoise Tourniaire and David Kay Present First Book on Knowledge Management for the Support Industry

COLORADO SPRINGS, Colo. – January 24, 2006 – HDI, the world's largest membership association for IT service and support professionals and the premier certification body for the industry, has announced the publication of a new book, Collective Wisdom: Transforming Support Through Knowledge authored by Francoise Tourniaire and David Kay, two well-respected knowledge management experts. The new book is significant because it represents an industry first. While there are many books on support, and many books on knowledge management, 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
  • How to make self-service work
  • What the future holds for knowledge management and support
In addition, Collective Wisdom: Transforming Support Through Knowledge includes a knowledge management tool requirements checklist template and glossary.

“While most people believe there's ROI from implementing knowledge management, they're rarely able to state what it is in a way that's clear to executives. Collective Wisdom lays out the business case clearly, commented Ron Muns, founder and CEO of HDI. “HDI research shows that self-service is at the top of support executives' priority lists, but organizations rarely deliver a self-service that works as much as 50% of the time. Collective Wisdom shows how to drive self-service that really works or customers.”

Media who would like review copies of Collective Wisdom: Transforming Support Through Knowledge should contact Jennifer McClure of New Communications Strategies at (650) 331-0083 or [email protected]

About the Book:
Title: Collective Wisdom: Transforming Support Through Knowledge
Publisher: HDI
Pages: 343
ISBN #: 1-57125-000-X
HDI Member Price: $49 /Non-member Price: $59

About the Authors:
Francoise Tourniaire has more than 20 years' experience as a support and services executive. Prior to founding FT Works ( in 1998, she was vice president of worldwide service at Scopus, a leading customer relationship management (CRM) tool manufacturer. Before that, she held executive and management positions with Intel, Sybase and Ingres. She's the author of The Art of Software Support and Just Enough CRM, both published by Prentice Hall. She's an active contributor to SSPA News and Sbusiness, as well as a regular speaker at support industry conferences. She holds a Bachelor's and Master's in Mathematics from the University of Paris, France, and a Ph.D. in Math and Science Education from the University of California at Berkeley.

David Kay, principal of DB Kay & Associates (, has been an innovator of using technology in service of knowledge-intensive business processes like customer support since 1984. He has developed business processes and applied software that has empowered knowledge workers in the fields of customer service, e-commerce, library science, business intelligence, software development, and national intelligence analysis. Kay held leadership roles at Kanisa Inc.and launched DB Kay & Associates in 2003. Kay also led TRW Search Access and held product management and marketing positions at NeXT Software and Apple Computer. Kay has been recognized with a Consortium Innovator Award from the Consortium for Service Innovation for his contributions to their Knowledge-Centered Support and Adaptive Organization initiatives. He is co-inventor of six pending patents covering the use of next-generation technology in customer service. Kay is certified by HDI to teach the KCS Foundations workshop, and is an HDI-certified Help Desk Manager. He worked with industry-leading support organizations at Microsoft and Apple Computer and vendors such as Siebel Systems and Genesys to develop concepts that contribute to Unified Service Practices. Kay graduated from Dartmouth College with an A.B. in Computer Science.

About HDI
HDI is the world's largest membership association for IT service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the IT service and support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification and training, HDI produces the world's largest and highest-rated event for service and support professionals, the HDI Annual Conference & Expo. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide including many of the Fortune 500, and 60 local chapters in North America. For more information, visit
Media Contact:
Jennifer McClure
New Communications Strategies
(650) 331-0083 - office
(650) 387-8590 - mobile
[email protected]