I am pleased to announced that TSIA’s 2nd annual Knowledge Management survey is now open! Knowledge management (KM) is one of the most frequent inquiry topics from TSIA members across service disciplines. In fact, 24% of my inquiries over the last year were about KM and self-service, which is pretty impressive considering I cover 24 categories of tools and services in my research.
Though adoption of KM tools is very high, most companies are not happy with their existing implementation. In my 2014 Global Technology Survey, KM received an average satisfaction score of 3.6 on a 5 point scale–hardly an endorsement of existing KM tools. As a result, over half of technology firms have budget for new or additional KM tools in 2014-2015.
Drivers for KM spending include retiring workers, mobile access, and increased interest in internal and external collaboration. TSIA’s 2nd annual KM survey examines core KM processes, tools and metrics, as well as emerging topics such as:
- Capturing lessons learned by consulting and protect teams
- Corporate culture regarding knowledge sharing
- Expertise management, unified search, and crowdsourcing content
This short survey will only take 5 minutes to complete. You can participate in the survey by clicking here. The survey findings will be unveiled at my Power Hour session at the Technology Services World Conference in Las Vegas on October 21, 2014, and all participants will receive a copy of the published survey results. Your responses will be kept confidential, and only reported in the aggregate.
TSIA's Knowledge Management Survey is open until midnight on Friday, August 29th. (Tweet this)
Thank you for your interest in knowledge management, and for your support of TSIA Research!
About the Author
John Ragsdale is vice president of technology and social research for the Technology Services Industry Association (TSIA). His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. Ragsdale drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies. Connect with John via Twitter @john_ragsdale.