Best Practices in Enterprise Knowledge Management

KMWorld November/December 2006 Andy Moore . . . . . . . . . . . . . . . . . . . . . . . 2 Passing the Cringe Test: Has KM Made It to Prime Time? Once upon a time, saying the words “knowledge management” was the fastest way to get thrown out of a meeting. And not only would you be ejected, you would never be invited back. . . . Paul Sonderegger, Endeca . . . . . . . . . . . . 4 People Judge Relevance. Machines Calculate Evidence. Does the man make the machine? Or the machine make the man? A pilot can't fly without a plane. A doctor can’t diagnose without a centrifuge. . . . Daryl Orts, Noetix . . . . . . . . . . . . . . . . . . 6 How to Correctly Design and Implement a Dashboard A dashboard is a vital tool for monitoring the daily health of your organization. From a single interface, decision makers have access to key performance indicators (KPIs). . . . Hadley Reynolds and Silvija Seres, FAST . . . . 8 Building the Search Center of Excellence Search is strategic; however, the strategic potential of search is not captured by the act of acquiring a powerful search platform alone. . . . InQuira . . . . . . . . . . . . . . . . . . . . . . . . . 10 Implementing KM: Practitioners Share Best Practices Most customer service organizations today will admit that effective knowledge transfer is the most crucial element to resolving customer problems. . . . Brandon Lackey, BEA, and . . . . . . . . . . . 12 Mistakes to Avoid and Principles for Success Many organizations today still struggle to get value from their knowledge management (KM) efforts. Even companies that have been benchmarked as the “best practice” can easily fall. . . . Jeff Dirks, SchemaLogic . . . . . . . . . . . . . 14 Knowledge is Power: Best Practices in Semantics Management Knowledge is power. The meaning of the phrase is even more applicable today as companies around the world are dealing with an overwhelming amount of data. . . . Anand Chopra, KANA . . . . . . . . . . . . . . . . 16 Answering Customers’ Questions the Intelligent Way Enterprises face a difficult challenge when simultaneously improving the quality of service and reducing costs. More products and rapid change substantially increase the amounts of information. . . . Gordon Taylor, TOWER Software . . . . . 17 Knowledge at the Point of Decision A small, two-legged robot stands atop a glass-topped coffee table. On its two dimensional world, it has to contend with a potted plant, an old TV Guide and several coffee cups. . . . Laurent Simoneau, Coveo . . . . . . . . . . 18 Enterprise Search: The Foundation for Risk Management If you can’t find it, you can’t manage it. Unfortunately, many executives have discovered this too late in the game—when they face legal troubles or a corporate scandal. . . . Jon Parsons, XyEnterprise . . . . . . . . . . . 19 Realizing Measurable ROI with Multi-Language Content Management What is content management worth? That can be a philosophical question. If you ask a content author, you’ll hear about the way content creation and review is made easier. . . . Dan Dube, DocZone.com . . . . . . . . . . . . 20 Hosted XML Content Management: Is It Right for You? Publishing organizations have long recognized the value of migrating content to XML to attain the benefits of content reuse, reduced localization costs and single-source publishing. . . . Gregory F. Roberts, Lockheed Martin . . . 21 Who is that “he?”—Using Pronouns and Anaphors in Text Extraction Text extraction is a powerful tool to find and categorize elements in unstructured documents. These elements, or entities, are connected together to form the relationships, facts and events. . . . Andrew Cohen, KNOVA Software . . . . . . 22 Beyond First Call Resolution Knowledge management (KM) initiatives are one way of improving technical support organizations, driving support margins through efficiency and increased customer loyalty. . . . Chip Gettinger, Astoria Software . . . . . . 23 The Hidden Costs of Product Information Publishing Manufacturing enterprises have placed a sustained focus on information management solutions to support and augment the design, development and production process. . . .