KM 2011 Survey

Knowledge Management Nirvana Survey

We have come a long way with Knowledge Management, yet we seem to always be at the very beginning, trying to figure out how to improve it, how to take it to the next level, how to react to the latest technology shift.

Please complete this 8 question survey. The results will be used by customer service strategist, Esteban Kolsky, to develop a white paper and webinar which will give you a roadmap to achieving Knowledge Management nirvana. The link for register for the webinar is at the end of the survey.

Question Title

* 1. Through 2011, which of the following best describes your knowledge Management initiative:

Starting a new Knowledge Management initiative

Evaluating the changes we will need to make to our Knowledge Management Initiative

Implementing Changes to our Knowledge Management Initiative

Using the implementation of Knowledge Management we have as is, works just right

Question Title

* 2. Which of the following are you considering adding to your knowledge management initiatives in 2011?

Community generated knowledge

Community managed knowledge

Ratings, rankings, voting, reputation and similar tools to measure value of community generated knowledge

Community recognition and rewards initiatives (badges, titles, points, or similar)

Transparent KM processes

New Sources of knowledge (communities, forums, subject matter experts, social networks, etc.)

Knowledge in the cloud

Other (please specify)

Question Title

* 3. Which of the following are you adding to your knowledge management initiatives in 2011?

Community generated knowledge

Community managed knowledge

Ratings, rankings, voting, reputation and similar tools to measure value of community generated knowledge

Community recognition and rewards initiatives (badges, titles, points, or similar)

Transparent KM processes

New Sources of knowledge (communities, forums, subject matter experts, social networks, etc.)

Knowledge in the cloud

Other (please specify)

Question Title

* 4. Has your budget for KM in 2011 (please don’t include FTE costs, just software and services) increased? By how much?

Yes, less than 5%

Yes, between 5% and 10%

Yes, between 10% and 20%

Yes, more than 20%

No, and it probably wont

No, and it probably will go down

Question Title

* 5. Who owns the Knowledge Management Initiative in your company?

Marketing

Sales

Customer Service

A committee or group made up of stakeholders from the above functions

An management team member not from the above functions

A committee, group, or manager that is independent from those functions

We don’t have an owner, IT deployed a KMS, we use it as needed

Question Title

* 6. Have you used, or are you contracted with, a consultant , advisor, or system integrator to help with your Knowledge Management initiative?

Yes, but only for the strategy

Yes, but only for planning

Yes, but only for deployment

Yes, but only for Support

Yes, for two or more of the above

If you answered "yes, for two or more of the above" can you please tell us which ones in the box provided below?

Question Title

* 7. How is your Knowledge Management Initiative being used today?

Entirely by agents in our contact center, customers cannot access it

Entirely by customers in a web self-service solution, our agents use a different one or none

Mostly by our agents, but we provide limited access to our customers

About equally between our customers and our agents via different interfaces

Question Title

* 8. Do you have a process for knowledge creation in place today?

Yes, but only specific people can access it and create knowledge

Yes, anyone within the company can access and create knowledge

Yes, anyone with authorization, internal or external to the company, can access it and create knowledge

We let anyone create knowledge for our company

We hire a contractor or consultant to manage our knowledge bases