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WIKI: Go without - feel with

The evolution of wikis from Ward Cunningham's WikiWikiWeb to their widespread use today, such as Wikipedia, has led to their adoption in business for knowledge management, though with modifications for organizational needs. The shift from full democracy to managed content and the potential for semi-structured information management offer new possibilities and challenges in utilizing wikis effectively.

Organization's Knowledge Base Website Templates

Effective knowledge management is akin to finding Waldo in a crowd. Just as a well-structured website template aids in quickly locating information, a consistent design and clear hierarchy support efficient knowledge retrieval and engagement.

Knowledge content migration

Content migration is a common practice when outdated systems need to be replaced. It involves evaluating, planning, mapping metadata, migrating content, and verifying its successful transfer. Manual and automated methods are available, each with advantages and disadvantages. Despite careful planning, surprises may occur, requiring preparedness from the project team.

Interview with Naama Halevi- Peer, Manager of the organizational portal in Hapoalim bank

The bank's organizational portal has become a central hub for organizational intelligence, communication, and knowledge management. It has won awards and serves thousands of employees, offering various solutions and tools for enhanced productivity and collaboration. The portal's success factors include innovation, technological integration, management support, and active employee engagement. Future plans include expanding the range of business solutions and implementing Web 2.0 principles for fostering a sharing culture. Starting knowledge management from a broad common ground and targeting communities with a high potential for knowledge consumption are recommended approaches for organizations.


Templates are essential for content management solutions in Knowledge Management. They enhance efficiency and accessibility, enabling users to find information quickly. Popular template types include text, tabs, plusses, and call scripts.


Taxonomy refers to an organization's dictionary, while ontology links the words and groups them based on properties and values. Tagging involves attaching metadata tags to information items for better searchability. SharePoint 2010 uses a Term Store for defining taxonomy.

Where have all the menus gone?

Websites shift from menus to search engines, emphasizing quick searches and efficient navigation, especially on smaller screens.

Optimizing Knowledge items

"Optimizing" refers to improving content and accessibility, adapting it to fit the audience's needs, and regularly handling data quality to enhance satisfaction.

Knowledge Management in a financial institution’s call center's database during times of crisis

During the pandemic, market volatility led to higher call volumes at financial institution call centers. To manage knowledge effectively, prioritize partnerships, update information, use concise language, maintain digital uniformity, and encourage flexibility and creativity.

Re-aligning your service knowledge management system

The article discusses the common problem of knowledge management systems being underutilized over time due to various reasons such as turnover, lack of training, and burnout. It suggests optimizing content accessibility and writing methods, implementing short-term training sessions, analyzing current knowledge items, updating guidelines, and preparing a work plan for optimizing valuable items in the system. The article emphasizes the importance of investing in the development of the system and listening to edge users. It concludes that occasional optimization projects are preferable to complete system replacements to overcome the challenges of worker turnover and burnout.

Service Knowledgebases

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