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How Companies Succeed in Social Business: Case Studies and Lessons from Adobe, Cisco, Unisys, and 18 More Brands by Shawn Santos

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12. Knowledge Management and the Social Media Revolution

Lynn Llewellyn, Sr. Director of Knowledge Management, ServiceNow

Knowledge Management and the Sharing of Information

I’ve been in the technical support world for close to 20 years, and over and over I’ve heard both colleagues and customers lament about how difficult it can be to find the information they need. With the ever-increasing complexity of the products we work with, it is impossible and unrealistic to expect anyone to have all the answers. Having access to the right information at the right time, then, is critical. Relevancy, not volume, is key.

In the past, we peeked over cubicle walls and picked a buddy’s brain or we waded through manuals, and although these remain valuable ...

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