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Integrated Blogging Functions and KM
Call Centers Represent Upstream Opportunity
Follow the Money in e-Procurement

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Saturday, August 10, 2002

Integrated Blogging Functions and KM

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I wonder how many of |Matt|'s points are covered with Traction Server, and how easily Traction can be integrated with other, larger systems? Also, with the work David Gurteen is doing in Lotus Notes, and Trellix now including weblogging functions, how long will it be before most KM systems include basic blogger functionality?
Integrating klogs with Big-KM.

In order for klogging to be successfully I think it is going to have to come to an understanding with Big-KM.

Example: BigCo has invested half a million dollars in a big knowledge management system for their world-wide operations. This kind of investment can become a lode-stone around any other systems neck. For klogging to thrive here it is going to have to integrate.

Here's one idea I have for how this could work.

  1. Extend Big-KM System-X so that it can aggregate RSS feeds like Radio, MT and others do now.
  2. Extend your klogging software to allow per-post meta data. (liveTopics does this for Radio)
  3. For each project in System-X define a set of topics that will act as trigger phrases for that project
  4. Get the kloggers to use those topics when they want to involve a post in a particular project
  5. Now subscribe System-X to every klog in the organization and watch as it indexes and archives all that information. Each project grabbing only those postings that are appropriate (by use of the trigger phrases)
  6. This means that the klogs add value to the big-KM system. Suddenly it doesn't just have the dry dusty project documention, but all the live vibrant stuff that people are really doing!
  7. Now extend System-X to generate a per-project RSS feed.
  8. If I am on the project I can subscribe to this feed. Now instead of receiving email from System-X or having to go to an arbitrary web page, I get all the "official" project stuff (new documents, forms etc...) delivered in my RSS stream.

Closing the loop between the big-KM and the klog so that they both add value to each other.

Just an idea... [Curiouser and curiouser!]

Posted by: Send an e-mail to Terry Frazier Terry Frazier at 6:37 PM  | Permanent Link  | Trackback URL | 
Categories: Collaboration, Strategy, Technology


Monday, July 15, 2002

Call Centers Represent Upstream Opportunity

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James Robertson of Column Two has published some informative work on call centers over the last couple of days.

Call centers are an emerging opportunity for Print Service Providers looking to move into upstream, value-added business. Already, if you call Microsoft's Certification & Training center, your call is answered by a Bertelsmann employee in Burbank, CA. If you call John Deere's dealer support line your call is answered by an employee at Midland Information Resources in Davenport, IA.

These companies handle the printing, inventory, and fulfillment tasks for training or parts manuals. It was a natural extension to begin handling the questions that go along with these products. A call center doesn't have to be a huge enterprise (Midland's has four employees), but running a call center is nothing like the printing business. It requires a whole new set of skills and understanding.

If you're interested in how call center management could fit into your business, or want to better understand the value proposition for such an operation, James' work is a good place to start.

Tog on call centers. Bruce Tognazzini (aka "Tog") has written an excellent piece about How Call Centers can Make or Break Companies. This talks about the value that a call centre call can add to the business as a whole.

Interestingly, this is exactly what I wrote yesterday, when finalising the Powerpoint presentation for my talk at IIM 2002 on "Knowledge management for call centres".

For the record, these are the six advanced KM for call centres points at the end of my presentation:

  • Building 'communities of practice' within call centres
  • Developing relationships between customers and the organisation
  • Call centres as a strategic corporate asset
  • Call centres as a source of innovation
  • Incorporating call centre expertise into research and development teams
  • Integrating training, usability testing and knowledge management
(For more on this topic, see my full article.) [Column Two]
Posted by: Send an e-mail to Terry Frazier Terry Frazier at 12:00 AM  | Permanent Link  | Trackback URL | 
Categories: Future of Print, Strategy


Monday, June 17, 2002

Follow the Money in e-Procurement

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San Francisco-based print e-procurement firm httprint just secured $12 million in additional funding. There are only a handful of these firms left and studying what happens to them provides some insight into where the industry is going and how the major players are arming themselves. [More...]
Posted by: Send an e-mail to Terry Frazier Terry Frazier at 10:01 AM  | Permanent Link  | Trackback URL | 
Categories: Future of Print, Strategy
Terry W. Frazier
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