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.

June, 2008

  • Did Apple do a good thing with their KB renaming?

    I was looking around at Apple’s KB, and noticed that they’ve recently redone their kb numbering scheme from the old 6 digit system to a new two digit identifier + new article number. I was wondering what their thinking was behind that. They’re still in...
  • Blogging is a bad platform to share knowledge

    That's an interesting premise considering I'm doing precisely that on this blog, isn't it? It's true though - blogging isn't that great a place to share knowledge. I suppose if you live in the old world of printed books and libraries, maybe blogging isn...
  • Localization makes everything more complex

    When I talk to other companies about knowledge management, I realize that Microsoft has a fairly unique problem - we really care about providing information in a language you can understand. This is a really neat problem to have though, since as a corporation...
  • Forums are better than KB articles

    KB articles are a system of "we think the product or process will break in this way" bodies of work that try to anticipate the questions you are going to ask when you need support. The problem with this system is that companies do a really poor job of...