Knowledge Management in Technical Support

A blog about knowledge management in Commercial Technical Support - part of tech support for Enterprise and Developer customers at Microsoft.

May, 2008

  • Podcasting - can you hear me now?

    When people podcast today, they rarely think about some of the issues that this new medium brings. When I think of podcasting (or blogcasting if you're trying to be different) I think of the following issues that you too should consider. Discoverability...
  • Why Twitter is dumb and why I'm wrong

    Twitter is dumb Twittering as a means to communicate provides very little value to those actually reading the content that someone can twitter. I have difficulty understanding how someone can convey an interesting thing that I'd want to consume via this...
  • What is the blog about anyway?

    My name is Hunter Donald. I'm a Program Manager spending my days worrying about how to better leverage knowledge within our support organization. The purpose of this blog is to expose areas of KM that I find interesting, show how Microsoft is thinking...