KnowledgeManagement
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Customer sentiment analysis: A shift to customer service

Customer sentiment analysis: A shift to customer service | KnowledgeManagement | Scoop.it

Customer sentiment analysis is a method of processing information, generally in text format and often from social media sources, to determine customer opinions and responses. Analysis of the data allows organizations to assess whether customer reaction to a new product was positive or negative, or whether owners of a product are experiencing major technical difficulties. Analysis of aggregated data over time provides insights into trends, while analysis of individual cases in near real time lets companies address and resolve customer issues quickly.

At the heart of customer sentiment is text analysis, a complex process based on statistical and linguistic analyses. Text analysis is used for many different applications, including fraud detection and analysis of scientific or intelligence data. The broader the range of content, the more difficult it is to get a clear interpretation. In addition, many of the social media streams are filled with slang, abbreviations and sarcasm, all of which are difficult for analytical tools to process. Depending on the application and the software tool, users of customer sentiment solutions have varying degrees of success.

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Document Management Goes Mobile

Document Management Goes Mobile | KnowledgeManagement | Scoop.it
With the recent explosion in mobile devices, including smartphones and tablets, more businesses have been seeing employees using their devices for work purposes. A white paper by AIIM shows that using mobile devices in document ...
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Records management & document scanning... | Gather

Records management & document scanning... | Gather | KnowledgeManagement | Scoop.it
When it comes to office work and the approach to it, many aspects have changed since some decades ago. Today, we are witnessing the full...
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Better Than Google: Find Great Stories and News on Any Topic for Your Articles with ScoopWeb

Better Than Google: Find Great Stories and News on Any Topic for Your Articles with ScoopWeb | KnowledgeManagement | Scoop.it
ScoopWeb offers a broad range of media content from a varied and extensive range of sources. A real-time topic explorer which provides you with news, information, images, videos, documents and tweets.

Via Robin Good, IdeaEncore
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IdeaEncore's curator insight, January 30, 2013 12:21 PM

Always looking for ways to balance the 'I don't want to miss anything' urge with the 'I don't want to be overwhelmed' fear

Therese Torris's curator insight, February 1, 2013 9:37 AM

ScoopWeb comes highly recommended (Robin Good)

YDeveloper's comment, April 2, 2013 7:27 AM
This tool is awesome. I would like search more on 'Yahoo Store', hope it helps me to find what I am looking for.
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Un content management pour PME - Digimedia

Un content management pour PME - Digimedia | KnowledgeManagement | Scoop.it
Un content management pour PME
Digimedia
La plupart des systèmes de partage de connaissances et e-learning seraient trop onéreux ou pas vraiment adaptés pour les PME, indique DigitArte qui vient de commercialiser Knowledge Flow.

Via Pierre DURAN CAMPANA
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Selecting the Perfect Time and Document Mangement Apps - TechnologyTell (blog)

Selecting the Perfect Time and Document Mangement Apps - TechnologyTell (blog) | KnowledgeManagement | Scoop.it
TechnologyTell (blog)
Selecting the Perfect Time and Document Mangement Apps
TechnologyTell (blog)
Task management is only one of the challenges of the on-the-road professional. You also need to have the right documents and information with you.
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Knowledge management strategy helps gas company retain worker know-how - TechTarget

Knowledge management strategy helps gas company retain worker know-how - TechTarget | KnowledgeManagement | Scoop.it
Knowledge management strategy helps gas company retain worker know-how
TechTarget
When a Pacific Gas and Electric lineman retires, a fair amount of experiential wisdom goes out the company's doors.
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Knowledge Management Issues - How to Prevent Work Duplication ...

A client of ours recently asked for some website deliverables on a project they wanted. But there was already pre-existing... | Document Management.
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How Do I Know YOU Did That Already? Lessons in Knowledge Management - Business 2 Community

How Do I Know YOU Did That Already? Lessons in Knowledge Management - Business 2 Community | KnowledgeManagement | Scoop.it
How Do I Know YOU Did That Already? Lessons in Knowledge Management
Business 2 Community
Knowledge management is hard, and we know by now that we cannot rely on people alone.
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Google trends: 'knowledge management': trending down - why is that?

Google trends: 'knowledge management': trending down - why is that? | KnowledgeManagement | Scoop.it
Go to 'google trends' and look at the trend of 'knowledge management'

http://www.google.be/trends/explore#q=knowledge%20management.

What is the explanation of 'knowledge management' trending down, while in my opinion the needs are going up?
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10 Qualities of an Effective Community Manager - Mashable

10 Qualities of an Effective Community Manager - Mashable | KnowledgeManagement | Scoop.it
10 Qualities of an Effective Community Manager
Mashable
But being a quality community manager goes beyond having the knowledge and background to use social media networks.
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Google Lost Its Mojo: Content Curation is the New Search

Google Lost Its Mojo: Content Curation is the New Search | KnowledgeManagement | Scoop.it

Robin Good: Though I had seen and scooped this article before, I must have not done a very good job of really reading it from back to back. Paul Kedroski, who wrote this over a year and half ago, really captured the historical essence of content curation on the web.

 

This is an absolutely must-read article for anyone wanting to grasp what is happening with content curation on the web, hwile seeing things in proper perspective.

 

He wrote: "What has happened is that Google's ranking algorithm, like any trading algorithm, has lost its alpha.

 

It no longer has lists to draw and, on its own, it no longer generates the same outperformance -- in part because it is, for practical purposes, reverse-engineered, well-understood and operating in an adaptive content landscape.

 

Search results ...so polluted by spam that you often started looking at results only on the second or third page...

 

...

 

There are two things that can happen now.

 

a) We could get better algorithms, which is happening to some degree, with search engines like Blekko and others.

 

b) Or, we could head back to curation, which is what I see happening, and watch new algos emerge on top of that next-gen curation again.

 

Think of Twitter as a new stab at curation, but there are plenty of other examples.

 

Yes, that sounds mad. If we couldn't index 100,000 websites in 1996 by hand, how do we propose to do 234-million by hand today?

 

The answer, of course, is that we won't -- do them all by hand, that is. Instead, the re-rise of curation is partly about crowd curation -- not one people, but lots of people, whether consciously (lists, etc.) or unconsciously (tweets, etc) -- and partly about hand curation (JetSetter, etc.).

 

We are going to increasingly see nichey services that sell curation as a primary feature, with the primary advantage of being mostly unsullied by content farms, SEO spam, and nonsensical Q&A sites intended to create low-rent versions of Borges' Library of Babylon.

 

The result will be a subset of curated sites that will re-seed a new generation of algorithmic search sites, and the cycle will continue, over and over.

 

In short, curation is the new search. It's also the old search."

 

Must read. 9/10

 

Full article: http://www.businessinsider.com/googles-search-algorithm-is-spinning-out-of-control-2011-1

 

 


Via Robin Good, IdeaEncore
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Robin Good's comment, July 11, 2012 1:10 AM
Thank you Ishak.
Stewart-Marshall's comment, July 11, 2012 11:40 AM
Excellent - a very prophetic analysis - wished I'd read it a year and half ago :-)
Beth Kanter's comment, July 11, 2012 12:34 PM
I only use google like a phone book -when I'm looking for a specific reference. But if I'm doing research on a topic, my strategy for years has been to go to the key sources (curators) and look through their libraries. I find the lack of context that search returns - makes me want to throw up. It is a much better experience to see it in context through the yes of someone who knows the content area.
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How Marketers Are Measuring Content [Infographic]

How Marketers Are Measuring Content [Infographic] | KnowledgeManagement | Scoop.it

Scott: I'm fascinated by the power and choice of language.  And the interplay between how we (who create systems) and we (who use systems) use language to define our work and our metrics.  You can see how Google Analytics dominates how we think about our metrics. So, as we invent new systems to track, we also, inevitably, invent new metrics or lenses.  Good stuff.  Helpful to have the data to benchmark where we stand.

 

In a recent survey of over 1,000 marketing professionals, Econsultancy set out to assess the current state of content marketing strategy and how marke...


Via sandrinea, Jesús Hernández, Martin (Marty) Smith, Khaled El Ahmad, Beth Kanter, IdeaEncore
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Martin (Marty) Smith's comment, October 19, 2012 4:14 PM
Thanks Jeff. Great weekend. Marty
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Enterprise information frameworks: Will Gangnam style work?

Enterprise information frameworks: Will Gangnam style work? | KnowledgeManagement | Scoop.it
Can an established organization like a government health service agency, a trucking company or a textbook publisher adapt to the jazzy, social, brave new world of big data?...
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Five Benefits of Using Collective Knowledge | Stone Cobra

Five Benefits of Using Collective Knowledge | Stone Cobra | KnowledgeManagement | Scoop.it

"This is the first of a series of posts sponsored by my good friends at Stone Cobra where I get to investigate how Knowledge will be changing through the next few years.  In the opening remarks published three weeks ago I covered the core problems we are facing in KM today: source, storage, and use of knowledge.

 

Today, I want to investigate how those three issues are changing with Collective Knowledge as a solution"

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Social business? Déjà' vu all over again - ZDNet

Social business? Déjà' vu all over again - ZDNet | KnowledgeManagement | Scoop.it
ZDNet
Social business? Déjà' vu all over again
ZDNet
In the early 1990s, I led a small team at Andersen Consulting (now Accenture) to see if there was a market for knowledge management. My team and I were definitely thorough.
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Whirlpool's Innovation Journey: An on-going quest for a rock-solid and inescapable innovation capability

Whirlpool's Innovation Journey: An on-going quest for a rock-solid and inescapable innovation capability | KnowledgeManagement | Scoop.it

Do you believe that innovation is the path to growth and differentiation? Do you want to create outstanding shareholder returns? If you have decided to embark on your own innovation journey, this article will teach you many lessons learned through Whirlpool Corporation’s long innovation history. Be warned, the results won’t come without some pain but the rewards can be big.


Via Peter Verschuere
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Blog>> High Stakes Knowledge Management

I had the honour in October of facilitating a keynote dialogue with Nancy Dixon, Gary Klein and Nate Allen, on ? KM to Save Lives? at the KM World 2012 Conference. Here?s the video capture of that.
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Forrester: Kennismanagement is becoming the crown jewel

Forrester: Kennismanagement is becoming the crown jewel | KnowledgeManagement | Scoop.it
Knowledge management solutions are a critical necessity for agents who rely on standardized answers to efficiently answer customer inquiries. It is also important to customers, as 60% of consumers use web self-service ...
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Most used systems for knowledge management - Graphs for ...

This graph identifies 11 of the most frequently used tools to manage information (knowledge) in 141 law firms and corporate law departments. This identification is found in a survey of these organizations conducted by the ...
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Learn a little more about Document Management

Learn a little more about Document Management | KnowledgeManagement | Scoop.it
Computers, databases, general digital storage systems and, above all, the introduction of the real concept of Document Management have all meant a dramatic change in the way of we do the dirty work behind the day-to-day ...
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Choosing the right KM tools - KMWorld Magazine

Choosing the right KM tools - KMWorld Magazine | KnowledgeManagement | Scoop.it
Choosing the right KM tools
KMWorld Magazine
For many years, the main platforms for digital knowledge management revolved around searchable knowledgebases and discussion forums.
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Knowledge Management 2.0: Connnecting Experts versus Codifying ...

Knowledge Management 2.0: Connnecting Experts versus Codifying ... | KnowledgeManagement | Scoop.it
So often in Knowledge Management the focus is on capturing, codifying and organizing knowledge. While this is great for explicit knowledge, it fails to address the tactic information we all have in our heads around subject ...
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Dartmouth Professor Marcelo Gleiser Questions the Limits of Knowledge

Knowledge is an island. As this island grows, Dartmouth physicist-philosopher Marcelo Gleise says, the border of what we do not know also grows. So the history of knowledge will always be incomplete. 

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10 Predictions for Collaboration in 2013

10 Predictions for Collaboration in 2013 | KnowledgeManagement | Scoop.it

David Coleman's blog about collaboration is among the best out-there. Here is an overview of his 10 predictions for collaboration in 2013. 


Via Kenneth Mikkelsen, David Hain
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Ivon Prefontaine's curator insight, January 26, 2013 5:43 PM

I do not agree with everything in this article, but it makes sense in many ways. For example, everything is connected, but it always has been. This is not new. It is old news and being used in digitally interconnection which not everyone is digitally connected.