by
Roy Atkinson
Date Published February 21, 2017 - Last Updated April 19, 2019
Knowledge management can be a tough sell. Analysts can be afraid that if they document their knowledge and solutions, they can easily be replaced. Managers aren’t sure whether it’s worth the time and effort required. KCS℠ can have terrific results if used widely. Are organizations branching out from just using documents and starting to share video and other media? Do they have the right tools? Here are thoughts from the chat for this week, hosted by @HDIvChapter.
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Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.
Tag(s): supportworld, knowledge management, KCS, KM, support center, service management
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