InsightaaS: Esteban Kolsky, founder of customer strategy consulting firm thinkJar, contributed a thought-provoing piece on the use of social knowledge in customer service on the excellent Enterprise Irregulars blog site, which is a leading source of commentary on enterprise software. In the post, Kolsky identifies the “four stages for the use of Knowledge” in customer service: disorganized, accessible, social, and collective.
I know I have been writing a lot about Knowledge Management lately, but this is a very exciting time and the paradigms are shifting as I have mentioned.
The old model of creating and storing knowledge to eventually using it (maybe) is disappearing in favor of knowledge generated and maintained by users and communities.
I covered a lot of this before within the sponsored research model I use and you can find all of the links from my blog — but when I was discussing one of the components I wrote about before with my friends at Moxie we discovered there was a missing step…
Read the entire post: http://www.enterpriseirregulars.com/65016/the-story-of-social-knowledge/