10 Principles for KM Success

When an end-user has a computer issues in my experience 9 times out of 10 it's the end of the world. When they place that first call to any help desk they want a zero touch solution as fast as possible. What better tool for a help desk agent to have access to than a highly organized knowledge base, having a large number of articles with common issues. This can only improve the number of zero touch solutions. Self-service is much better than standard service...to a point. The experience you gain from trying to solve your problems can be turned into a great deal knowledge; but you can only try and self-serve for so long. I find that if I am not presented with enough information, to help myself I will go looking for help. The best way for DePaul students to become better-do-it-yourself-ers, is to integrate KM into current technologies. This will allow users to come more familiar with it.