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.

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  • Blog Post: Is ROI really that important for blogging?

    Microsoft is arguably at the forefront of corporate-sponsored blogging. We have thousands of blogs, ranging from some of our support-based blogs, to blogs managed by marketing groups, to blogs managed by developers. With such a wide breadth of authors and content, is it really worth trying to figure...
  • Blog Post: Automated Answering Services - can they work in technical support?

    We're always looking at new ways to help customers. One of the ways that have come up recently is through automated answering services. These are systems that ask you to type in your question, and then based on certain trained vocabulary, the system presents common answers to match that vocabulary. For...
  • Blog Post: Use AdCenter or other analytics to get a "sobering" view of who is reading your blogs

    We are very concerned about the amount of time our engineers spend blogging. In our business, we think it's absolutely the right thing to do - get engineers to talk to customers directly about the products they support. They can use blogs to talk about things that the knowledge base doesn't typically...
  • Blog Post: Even a stale blog is still relevant and useful

    Several weeks ago, I got an email from a co-worker that stumbled on this blog trying to get a feel for what other Knowledge Managers might be doing at Microsoft. I hadn’t updated this blog in maybe a year or so, but it was the only way that the co-worker would know I existed and cared about KM. I think...
  • Blog Post: 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 method. Do I really care that you're on your way...
  • Blog Post: 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, we care about a wide variety of customers...
  • Blog Post: 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 - When creating a podcast, people will typically...
  • Blog Post: 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 knowing what customers are going to ask. You can...
  • Blog Post: How to measure anything - really?

    I checked out this book from our work library. I really hope that it gives an idea how to actually measure anything. To make sure it was really worth my time, I looked up a reader review I found on the web . This made me slightly concerned, although if you look at the reviewers credential, they are also...
  • Blog Post: Vacation is a priority

    Sorry for the lack of content. I have been on vacation and have some additional vacation this week and next. You won't see another post from me until August 7. Hunter
  • Blog Post: 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't that bad - but it still forces a situation where...