Knowledge-Centered Support

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10 comments

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+ gregy 7 months ago
This is a good presentation, i liked the way you show that solving problems is just part of a long-term solution.

I think however you could delete 2 or 3 slides just reapeating the idea...

Anyway, great pres :)
+ Kelly Drahzal 11 months ago
@trib: I guess I hate doing old skool Operations Review style presentations. I loveloveLOVE doing THIS kind. :-)
+ Stephen Collins 11 months ago
I thought you said you hated prepping presentations! Really good stuff, Kelly.
+ guest437fd5 11 months ago
Kelly - This is AWESOME!!!! In a very simple way, you have visualized what I've been talking about. Thank you!!!!
+ Jennifer Okimoto 11 months ago
Kelly - This is AWESOME!!!! In a very simple way, you have visualized what I've been talking about. Thank you!!!!
+ Albert Simard 11 months ago
Kelly -

For years, I've been trying to get through to those who still don't get it. And in a stroke of visual simplicity I believe that you've found a message that may actually accomplish that task. I plan to share your presentation through my organization.

Thanks for sharing with us.

Al Simard
+ Barry Everett 11 months ago
Nice, precise, and to the point. Knowledge gardening instead of fire fighting...;-)
+ Luis Suarez 11 months ago
What a fantastic slide deck, Kelly! This is as good as it gets when talking about re-using and building further up on content on top of each other's content and helping contribute into working smater, and not necessarily harder! Well done! Thanks for sharing it with us!

PS. Loved the graphics! (And a expect a link to it soon from my blogs ;-) heh)
+ Kelly Drahzal 11 months ago
Thanks, everyone for the kind comments. Posting a slide deck on slideshare isn't so scary after all. :-)
+ borborygmus 11 months ago
Love it. Says so much in so few words and encapsulated what we do in staff eLearning support.

Notes on slide 1

9 Favorites & 1 Group

bluenotte favorited this 10 months ago
Sridhar Kakarala, data architect favorited this 11 months ago
Tags knowledge-centered support
Jay , Enterprise IT at Enterprise IT, favorited this 11 months ago
Srini N, Business at Swell Financial Services P Ltd., Hyderabad, favorited this 11 months ago
Tags q
Stephen Collins, Founder, CEO and Chief Troublemaker at acidlabs, favorited this 11 months ago
Jennifer Okimoto, Consultant at IBM Global Business Services, favorited this 11 months ago
Tags support km
Andy Piper, blogger at The lost outpost, favorited this 11 months ago
Tags ibm sharing knowledge socialsoftware
Luis Suarez, Social Computing Evangelist at IBM at IBM, added this to the group Knowledge Management
Luis Suarez, Social Computing Evangelist at IBM at IBM, favorited this 11 months ago
Tags communities re-use rational knowledge-management knowledge-sharing km collaboration
Julio cesar Montoya, CFPS, IT Specialist at My own sweet home!, favorited this 11 months ago
Tags kelly drahzal

Knowledge-Centered Support - Presentation Transcript

Knowledge -Centered Support Kelly Drahzal July 16, 2008
http://www.flickr.com/photos/kacey/1392172498
There are lots of questions Clients have lots of questions http://www.flickr.com/photos/ben-sci/413986774
A quick quiz…
- I have a
Q: Animals with 3-letter names http://www.flickr.com/photos/-bast-/349497988
You can answer it this way… http://www.flickr.com/photos/tylerdurden/529028040 /
There are lots of questions But they will ask again. And again. http://www.flickr.com/photos/ben-sci/413986774
Or you can… Cat Rat Dog Tech Note #4875892 Animals w/ 3 Letter Names Create knowledge http://www.flickr.com/photos/playingwithpsp/2546732439
Reuse/Update Knowledge Tech Note #4875892 Animals w/ 3 Letter Names Cat Rat Dog Ant Doe Bee Elk http://www.flickr.com/photos/playingwithpsp/2546732439
And again… Cat Rat Dog Tech Note #4875892 Animals w/ 3 Letter Names Creation Tech Note #4875892 Animals w/ 3 Letter Names Tech Note #4875892 Animals w/ 3 Letter Names Cat Rat Dog Ant Doe Bee Elk Cat Rat Dog Ant Ant Ewe Doe Cub Bee Fly Elk Gnu Ape Update Update http://www.flickr.com/photos/playingwithpsp/2546732439
This is only part of our job This is only part of our job http://www.flickr.com/photos/tylerdurden/529028040
We can answer questions one at a time… How do I…? Do X Where do I…? Where is…? How do I…? Can you help me…? My x doesn’t work…
…over and over again… How do I…? Do X Where do I…? Where is…? How do I…? Can you help me…? My x doesn’t work…
Or we can answer them once…
- Can you help me…?
… and reuse the answers…. answers How do I…? How do I…? Where do I..? Where is…?
We are RCS
We DO RCS
- R esolve problems
- C reate solutions
- S hare knowledge
Without sharing knowledge, all we’re doing is this…
- R esolve problems
- C reate solutions
- S hare knowledge
…over and over again… http://www.iwantoneofthose.com/new-arrivals/usb-hamster-wheel/index.html
Don’t Be a Hamster http://www.flickr.com/photos/annia316/247816310 /
(Shared) Knowledge is Power http://www.flickr.com/photos/loty/326761635 /
Knowledge -Centered Support Kelly Drahzal July 16, 2008
Photo credits
- http://www.flickr.com/photos/tylerdurden/529028040/
- http://www.flickr.com/photos/kacey/1392172498/
- http://www.flickr.com/photos/ben-sci/413986774
- http://www.flickr.com/photos/playingwithpsp/2546732439/
- http://www.flickr.com/photos/loty/326761635/
- http://www.flickr.com/photos/-bast-/349497988/
- http://www.iwantoneofthose.com/new-arrivals/usb-hamster-wheel/index.html
- http://www.flickr.com/photos/annia316/247816310/