Archive for August, 2008

Tag Me! Social Bookmarking in the Enterprise

Published by lynda on August 25, 2008 in Thursday Afternoon Meetings. 6 Comments

Thursday, September 18, 2008, 4:00 - 6:00 p.m, Microsoft, 201 Jones Rd., Sixth Floor, Waltham, MA 02451 , Waltham. Directions. [NOTE: New Location!]

SPEAKER: Laurie E. Damianos, The MITRE Corporation, Lead Artificial Intelligence Engineer

TOPIC: In today’s fast-paced world, every knowledge worker needs to stay ahead in their area of expertise. But staying ahead of the pack is a key challenge with the explosion of information sources. How can people easily find relevant resources and quickly find them again? How do people share useful resources with their colleagues? How can people discover new topics, experts in other fields, and new information? MITRE is piloting “collective intelligence” tools to help users find resources and share them across the corporation. The goals of this effort are to leverage the wisdom of the crowds and increase the number of access points to relevant content. MITRE has built and fielded a social bookmarking tool – allowing users to bookmark, tag, and share resources as well as discover experts and new topics. Laurie will discuss findings on adoption, usage, and social influences and highlight some of the challenges we faced integrating this exploratory technology into the enterprise. PRESENTATION

BIOGRAPHY: Laurie Damianos has been with MITRE for over 10 years. Her interests focus on human-computer interaction, specifically design and development of usable and useful systems for real problems and real users, applications of user-centered studies, and research into evaluation methodologies. She is currently investigating social software and is involved in fielding onomi, a social bookmarking tool on MITRE’s intranet. Ms Damianos has degrees in mathematics, computer science, and the biological sciences from Carnegie Mellon University.

PLEASE Register even if you are not certain you can attend so we have an accurate estimate of attendees for handouts.

Registration Form for Thursday

Registration Comments (Cost, time, meeting format)

Primary Tools: Capturing, Using, Sharing and Leveraging Knowledge and Expertise

Published by lynda on August 25, 2008 in Friday Breakfast Meetings. 0 Comments

Friday, September 5, 2008 at 7:30 - 9:30 a.m. Rebecca’s at Reservoir Place, Trapelo Road, Waltham.

Topic: Primary Tools: Capturing, Using, Sharing and Leveraging Knowledge and Expertise

Have you developed in-house processes and systems for supporting the efficient capture and re-use of knowledge for your internal or external clients or have you implemented a packaged application? Are you just trying to get started building a systematic process to ensure that good know-how is appropriately parked where it is accessible and can be leveraged by others? What are the primary tools and techniques you use to share, use, and leverage knowledge effectively? What has worked for you and what has not? Bring questions, ideas, thoughts and experience to our next Friday morning breakfast.

Registration Form for Friday Only

Registration Details (Cost, logistics, etc.)

“Tribal Knowledge” – Who within the Contact Center has the knowledge, and how can we engage them to share their wisdom?

Published by lynda on August 10, 2008 in Thursday Afternoon Meetings. 0 Comments

Thursday, August 21, 2008, 4:00 - 6:00 p.m, Microsoft, 201 Jones Rd., Sixth Floor, Waltham, MA 02451 , Waltham. Directions. [NOTE: New Location for August and September!]

SPEAKER: John Swindlehurst – Conscientia Consulting – Knowledge Management Consultant

TOPIC: This session will allow us the opportunity to discuss the challenges that are involved in finding “Customer Support Specialists” within the Contact Center that are the true Subject Matter Experts (SME). After the SME are found, how can we engage them to share their knowledge with the other Support Specialists within their company. We will also discuss why most SME are reluctant to share their information.

If time permits, we can also talk about some of the Knowledge Management applications that are being used within enterprise contact centers. Presentation

BIOGRAPHY: John Swindlehurst is a Knowledge Management Consultant with Conscientia Consulting. John founded Conscientia in 2003 with the desire to assist clients with the administration of their Knowledge Management (KM) software applications and the principals of Knowledge Centered Support (KSC). The primary area of the practice is within contact center environments for Fortune 500 clients as well as midsize corporations.

PLEASE Register even if you are not certain you can attend so we have an accurate estimate of attendees for handouts.

Registration Form for Thursday

Registration Comments (Cost, time, meeting format)