Don’t skimp on your internal sources of knowledge either! It’s all fine and good to have a beautiful customer-facing Knowledge Base about the product. Follow your team and company’s best practices for creating knowledge.īoth you and your customers should each have a knowledge base that is comprehensive and details the answers to every question that may arise throughout your day to day. I’m also not suggesting you just edit your internal playbooks without getting team input. To be clear, I’m not telling you to create articles willy-nilly without speaking to the person(s) at your company who own the customer-facing knowledge base.
If you’re looking to link to an article for the Knowledge Base and you realize such an article does not exist, then it’s your job to create the article. To that end, I have two simple maximums to share with you to help you pay attention to your Knowledge Management when dealing with customer inquiries:Įvery reply you send to a customer who has a product question needs to include a link to your Knowledge Base. The way you document and manage your internal and external knowledge can be the difference between a highly performing team or one made up of people just putting out fires. Documentation is everything in a business - it’s the only thing that allows for repeatability and scaling. This is something companies tend to throw to the wayside and never really realize the problem it causes when the knowledge is not actively curated and edited. It refers to a multidisciplinary approach to achieve organisational objectives by making the best use of knowledge.”Ĭhances are, you’re not intentional about your Knowledge Management at your place of work. “Knowledge Management is the process of creating, sharing, using and managing the knowledge and information of an organization. For those of you who have never heard of it before, I’m going to steal directly from Wikipedia without any shame: I know, I know, some of you may be thinking “Why do I need a screenshot app when I have the snipping tool on my Mac?” Well, buckle up, my friends! Your snipping tool could learn a thing or two from Skitch.īefore we jump into Skitch, I wanted to take a moment to talk about the principle called Knowledge Management. Skitch is another screenshot app, similar to our previous review of Jing.
Last month’s Front review was a rather large app and this time around we’re going to concentrate on a small one hit wonder as it were: Skitch! In this Apps for Success productivity tool review we are scaling it down a bit.
0 kommentar(er)
