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Feb 24

Collaborative Knowledge Management

When social networking and collaboration tools and media first emerged as a cultural phenomenon, many companies had a predictable reaction: ignore a new form of communication that, at first glance, could not be influenced, much less controlled.

However, as social media channels have matured, the most progressive brand stewards recognized that embracing social networks and collaboration tools can enhance customers’ relationships with a brand, and be an invaluable resource for serving those customers better.

Social media’s role in the knowledge economy is evolving rapidly, both within and external to an organization. Let's look at the best practices that can help companies to embrace social media, harvest knowledge from the conversations in their user communities, and apply that knowledge to deliver better customer service:

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Jan 30

SharePoint Implementations

There are a few main considerations for governance and metrics in SharePoint implementations:

* metrics to gauge maturity, success, adoption, compliance and progress in your program;
* mechanisms for managing content across the full lifecycle including compliance with standards for tagging;
* governance processes and policies to control site and content ownership.

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Dec 27

Seven Realities of Online Self-Service

It is very important to revitalize the self-service experience offered on customer-facing websites in in order to keep pace with evolving consumer expectations. There are seven key realities of modern online service that expose the gap between customer expectations and website self-service performance, and how you can take steps to close that gap starting now.

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Categories: Self-Service
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Nov 30

E-discovery and Information Governance

More and more companies are operating throughout the world, so the impact of differing requirements for e-discovery is increasing, especially those relating to privacy. The rules tend to be much more rigorous outside the United States, particularly in the European Union.

Europe has adopted the General Data Protection Regulation (GDPR), which was promulgated in April 2016 and has a two-year implementation timeframe. It regulates the manner in which data can be collected and moved across international borders. The regulation makes an e-discovery company or law firm responsible for any compliance failure. If there is a breach, the data handling entity can be held liable for up to 4 percent of its gross revenues worldwide, whether the breach was intentional or not.

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Oct 31

Viewing Documents in the Cloud

The adoption of cloud technology has rapidly increased in many companies and it will continue to grow. The range of benefits offered by using cloud services and the maturity of cloud vendors is driving adoption at the global level.

More and more companies are using cloud technology and managed services to accelerate business initiatives, allowing them to be more agile and flexible, and reduce costs. Companies are using cloud based storage technology for corporate records and this is raising new challenges.

Implementing a solution that views documents stored in a cloud-based system, such as a content management system, engineering drawing repository or a technical publication library, can present some challenges.

Each of these challenges requires consideration to promote a good experience for the end user. There are four common challenges that you could face when implementing a cloud-based document viewing system: working with multiple file formats; variations in document size; browser-compatibility with HTML5; and viewing documents on mobile devices.

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