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Knowledge Management

What are the advantages of knowledge management?

  • October 18, 2023
  1. The quality of the information you provide is better. You can give consistent information across different personnel or locations. Once a piece of knowledge is perfect, you will never miss a step or give wrong advice. You give the right answer the first time every time.
  2. You can provide these answers faster. You eliminate the need to research the same problem over and over again. You can walk the customer through the solution in real time with relative ease and confidence that it will work.
  3. Or even better, they can look it up for themselves. If you open up your knowledge base either partially or entirely, you enable self-help. That eliminates the need for one-to-one (expensive) support by enabling online self-help.
  4. You can break down silos in the organization, which is beneficial for everyone. You don’t end up with “The SQL Guy.” That’s the employee who is the only one that can answer questions about SQL, and therefore they always do. When they’re on vacation, you grind to a halt and wait for The SQL Guy to return. It’s not good for the team and it is also not very fun being The SQL Guy either. It’s better if you can share the load.
  5. You don’t lose knowledge when you lose people. As bad as it is when The SQL Guy is on vacation, it’s even worse when they retire. Suddenly you realize nobody is able to take over that subject matter. If they document everything they know before leaving, you can continue to leverage that expertise after they’re gone.
  6. You also retain the ability to service very old or outdated products. You’re not necessarily going to have a new hire ramp up on obsolete products. That’s not fair to them or very useful for you. However, if you’ve documented obsolete products completely, you can rely on that for lingering service needs.
  7. You can upskill new hires much faster. They can often be immediately viable. All they need to do is search for known answers and regurgitate them to the customer. That makes them an immediate asset instead of spending many months shadowing or training before they can help.
  8. If you do this really well, in a Knowledge Centered Support methodology, paired with a CRM, you can use the linkage reports to discover the most pressing problems and actually use it to drive product development. Documenting a problem makes support quick and painless. Fixing the problem eliminates the need entirely.
  9. All of this leads to higher customer satisfaction if they know they can always call and get a complete and consistent answer regardless of who they are connected to. Or better yet, they can just search and solve themselves. Depending on your industry that can be a real differentiator.
  10. And last, and probably my favorite having come from that world, it increases employee satisfaction. Nobody likes being caught on the phone without an answer or back up. It’s isolating and stressful. However, if you know that 80% of the time, you can rely on and contribute to a shared resource, you have a greater sense of purpose and a less stressful job. The result is you can actually get some longevity out of your teams.
woman in beige blazer writing on white paper Knowledge Management

What is Knowledge Centered Support?

  • September 24, 2023

Knowledge Centered Support (KCS) is a customer service methodology that focuses on knowledge as a key asset of the organization. It is a way of interacting with knowledge which enables teams to answer questions quickly, deliver answers where people are looking for them, and train new employees faster.

KCS derives from the idea that knowledge is created when people solve problems. When a customer support team member solves a problem, they capture that knowledge in a knowledge base so that it can be reused by others. This knowledge base constantly evolves as new problems are solved and new solutions are discovered.

KCS has a number of benefits, including:

  • Reduced costs: KCS can help organizations reduce costs by reducing the time it takes to resolve customer issues. This is because support team members can quickly and easily find the information they need to solve problems in the knowledge base.
  • Improved customer satisfaction: KCS can help organizations improve customer satisfaction by providing customers with access to self-service knowledge resources. This allows customers to solve their own problems without having to wait for a support team member to help them.
  • Improved support team satisfaction: KCS can help improve support team satisfaction by giving support team members a sense of ownership over their knowledge. Support team members are encouraged to contribute to the knowledge base and share their knowledge with others.
  • Faster training for new employees: KCS can help organizations train new employees faster by providing them with access to a comprehensive knowledge base. This allows new employees to learn from the experience of others and get up to speed quickly.
  • KCS is a powerful methodology that can help organizations improve the efficiency and effectiveness of their customer support operations. It is a good fit for organizations of all sizes, in all industries.

Here are some examples of how KCS can be used in different industries:

  • IT support: IT support teams can use KCS to capture and share knowledge about how to solve common technical problems. This can help them resolve customer issues more quickly and efficiently.
  • Healthcare: Healthcare organizations can use KCS to capture and share knowledge about medical conditions, treatments, and wellness advice. This can help them provide their patients with better care.
  • Education: Educational institutions can use KCS to capture and share knowledge about teaching methods, curriculum, and student assessment. This can help them improve the quality of their educational programs.

If you are interested in learning more about KCS, there are a number of resources available online and through the Consortium for Service Innovation.

Best Practices

Why the bncert-tool Tool is Great for Configuring HTTPS…

  • September 1, 2023

The bncert-tool tool is a great way to configure HTTPS on Bitnami stacks. It is a simple, easy-to-use tool that can be used to generate and install Let’s Encrypt certificates, configure automatic renewals, and redirect HTTP traffic to HTTPS.

Here are some of the benefits of using the bncert-tool tool:

  • It is simple and easy to use. Even if you are not familiar with command-line tools, you can use the bncert-tool tool to configure HTTPS on your Bitnami stack.
  • It is efficient. The bncert-tool tool can generate and install Let’s Encrypt certificates quickly and easily.
  • It is secure. The bncert-tool tool uses Let’s Encrypt certificates, which are considered to be the most secure certificates available.
  • It is reliable. The bncert-tool tool can automatically renew your certificates, so you don’t have to worry about them expiring.
  • It is flexible. The bncert-tool tool can be used to configure a variety of settings, such as the domain name, the type of certificate, and the automatic renewal period.

If you are looking for a simple, easy-to-use, and secure way to configure HTTPS on your Bitnami stack, then the bncert-tool tool is a great option.

Here are some additional benefits of using the bncert-tool tool:

  • It can be used to configure HTTPS on a variety of Bitnami stacks, including WordPress, Joomla, Drupal, and Magento.
  • It can be used to configure both HTTP and HTTPS redirections.
  • It can be used to configure automatic certificate renewals.
  • It is supported by the Bitnami community, so you can get help if you need it.

If you are looking for a reliable and secure way to configure HTTPS on your Bitnami stack, then the bncert-tool tool is a great option.

Best Practices

What is TechSoup?

  • August 7, 2023

TechSoup is a nonprofit organization that provides technology resources to nonprofits and libraries around the world. They offer a variety of services, including:

  • Donated software and hardware: TechSoup partners with technology companies to provide free or discounted software and hardware to nonprofits. This includes popular software like Microsoft Office, Adobe Creative Suite, and Intuit QuickBooks.
  • Training and resources: TechSoup offers a variety of training and resources to help nonprofits use technology effectively. This includes webinars, online courses, and a library of articles and guides.
  • Networking opportunities: TechSoup provides opportunities for nonprofits to connect with each other and share best practices. This includes online forums, in-person events, and a mentorship program.

TechSoup is a valuable resource for nonprofits of all sizes. They offer a wide range of services that can help nonprofits improve their efficiency, reach more people, and achieve their goals.

How does TechSoup work?

TechSoup works by connecting nonprofits with technology companies that have donated software and hardware. Nonprofits can apply for these donations through TechSoup’s website. Once a nonprofit’s application is approved, they will be able to download or purchase the donated software or hardware at a discounted price.

TechSoup also offers a variety of training and resources to help nonprofits use technology effectively. These resources are available online and in-person.

How much does TechSoup cost?

It is free to join TechSoup. However, there is an administrative fee for each donation request that is processed. The fee covers the cost to administer the donation program.

How can I learn more about TechSoup?

To learn more about TechSoup, you can visit their website at www.techsoup.org. You can also sign up for their newsletter to stay up-to-date on their latest news and resources.

Best Practices

DocuSign for Nonprofits: How to Get It for Free

  • July 15, 2023

DocuSign is a cloud-based e-signature and transaction management software that can help nonprofits streamline their workflows and save time and money. However, DocuSign can be expensive, especially for small nonprofits.

Fortunately, there is a way for nonprofits to get DocuSign for free through TechSoup. TechSoup is a nonprofit organization that provides technology products and services to nonprofits at discounted prices.

To get DocuSign for free through TechSoup, your nonprofit must meet the following criteria:

  • Be a registered 501(c)(3) organization in the United States
  • Have an annual budget of $1 million or less

Once you have met the eligibility criteria, you can follow these steps to get DocuSign for free through TechSoup:

  1. Go to the TechSoup website and create an account.
  2. Search for DocuSign in the TechSoup catalog.
  3. Click on the “Request” button to start the application process.
  4. Provide the requested information, including your nonprofit’s EIN and budget.
  5. Pay the TechSoup administrative fee.

Once your application is approved, you will receive a DocuSign subscription for free.

If you are a nonprofit that is looking for a way to streamline your workflows and save time and money, DocuSign is a great option. And with the help of TechSoup, you can get DocuSign for free.

Additional Information:

Search Engines

Local Landing Pages: A Guide to SEO Impact

  • June 21, 2023

Local landing pages are a critical part of any local SEO strategy. They can help businesses to improve their visibility in search results, attract more local customers, and increase conversions.

What is a local landing page?

A local landing page is a web page that is specifically designed to attract and convert local customers. It typically includes information about the business’s location, hours of operation, services offered, and contact details. Local landing pages can be optimized for specific keywords and phrases that are relevant to the business’s target audience.

How do local landing pages impact SEO?

Local landing pages can have a significant impact on SEO in a number of ways. First, they can help businesses to improve their visibility in local search results. When a user searches for a local business, Google will often show a local map pack in the search results. This map pack includes the three most relevant local businesses for the search query. Local landing pages can help businesses to appear in the local map pack, which can lead to a significant increase in traffic.

Second, local landing pages can help businesses to attract more local customers. When a user clicks on a local landing page, they are more likely to be interested in the business because the page is specifically tailored to their location. This can lead to more conversions, such as phone calls, website sign-ups, or in-store visits.

Third, local landing pages can help businesses to increase their brand awareness. When users visit a local landing page, they are exposed to the business’s branding and messaging. This can help to build brand awareness and trust, which can lead to more conversions in the future.

How to create a local landing page

Creating a local landing page is not difficult. However, there are a few things that businesses need to keep in mind in order to optimize their pages for SEO.

First, businesses need to choose the right keywords and phrases to target. These keywords should be relevant to the business’s location and services offered.

Second, businesses need to create content that is relevant to their target audience. This content should be informative and engaging, and it should encourage users to take action, such as calling the business or visiting their website.

Third, businesses need to optimize their local landing pages for search engines. This includes using the correct keywords and phrases throughout the page, as well as adding structured data markup.

Conclusion

Local landing pages are a valuable tool for businesses that want to improve their SEO and attract more local customers. By following the tips above, businesses can create local landing pages that are optimized for search engines and that will help them to achieve their marketing goals.

Here are some additional tips for creating effective local landing pages:

  • Use clear and concise language that is easy for users to understand.
  • Include high-quality images and videos that showcase the business’s products or services.
  • Make sure the page is mobile-friendly.
  • Track the performance of the page and make changes as needed.

By following these tips, businesses can create local landing pages that will help them to attract more local customers and improve their SEO.

Analytics

Google Analytics 4: No More Views

  • June 1, 2023

Google Analytics 4 (GA4) is the latest version of Google’s analytics platform. It offers a number of new features and improvements over its predecessor, Universal Analytics (UA). One of the most significant changes in GA4 is the removal of views.

In UA, views were used to create different versions of your data. For example, you could create a view to exclude internal traffic or to focus on a specific subset of your users. In GA4, there is no need for views. Instead, you use data filters to customize your data. Data filters are similar to views in UA, but they are applied at the property level instead of the view level. This means that they affect all of the data in your property, not just a single view.

To create a data filter, go to the Admin tab and click on Data streams. Then, click on the name of the data stream that you want to filter and click on the Filters tab. To create a new filter, click on the + button and select the type of filter that you want to create. There are a number of different types of filters available, including filters for traffic sources, user demographics, and device types. Once you have created your filter, click on the Save button. Your filter will then be applied to all of the data in your property.

The removal of views in GA4 can be a bit of a challenge for users who are used to working with UA. However, data filters provide a powerful way to customize your data and create different versions of your reports.

Benefits of No Views in GA4

There are a number of benefits to having no views in GA4. Here are a few of the most important ones:

  • Simplicity: GA4 is designed to be simpler and easier to use than UA. The removal of views contributes to this simplicity by reducing the number of concepts that users need to understand.
  • Flexibility: Data filters give users more flexibility in how they can customize their data. This can be helpful for users who need to create different versions of their reports for different purposes.
  • Scalability: GA4 is designed to scale to larger datasets than UA. The removal of views helps to improve scalability by reducing the amount of data that needs to be processed.

Conclusion

The removal of views in GA4 is a significant change, but it can also be a positive one. By reducing the number of concepts that users need to understand, GA4 can be simpler and easier to use. Data filters also give users more flexibility in how they can customize their data. This can be helpful for users who need to create different versions of their reports for different purposes.

Analytics

Use Google Tag Manager with Analytics

  • May 5, 2023

There are two different ways you can include Google Analytics tracking code in your website. The first is the easiest and most straight-forward. Google Analytics gives you a block of code to insert into the heading of your website. If you include it in your theme or template, it will be included on every page and work great.

The Cons

The drawback to doing it this way is that it becomes difficult to manage or adjust. Big deal, right? Once you set your Analytics code in place how often does it really change? Well, in a situation like the one we’re in right now (Switch to Google Analytics GA4 before July 2023), it can be a little difficult. Especially if you wan to run multiple instances of analytics simultaneously.

The Solution

The solution is to instead use Google Tag Manager. Instead of injecting the analytics code directly into your website, you insert a container. That container can then have multiple tags included from a third party interface. That allows you to have multiple tags. Google Analytics UA and GA4 instances are just the beginning of the tags you can include in your Tag Manager container. Additional tags could be everything from a Facebook verification code to a timer tracking how often paid search visitors spend more than 5 minutes on your landing page. The possibilities are truly endless!

The next time you need to change or set up Analytics, take a minute to learn what Google Tag Manager can do for you.

Best Practices

Upgrade PHP on Amazon Lightsail

  • April 10, 2023

PHP is a programming language that stands for PHP Hypertext Preprocessor. I know, I know. How can an acronym stand for itself? It just does. PHP is the backbone of WordPress sites.

There are many reasons to keep the PHP version of your website up to date.

  1. First and foremost is cybersecurity. Each new version of PHP has patches for previously discovered vulnerabilities. Keeping your site on the latest revision means you get all of the security patches.
  2. New versions of PHP also tend to boast better performance. That means your website will load faster and be better for users.
  3. There are also new features that come with PHP or may be relied on by new features of WordPress. Keeping everything current ensures you can take advantage of these when they are released.

Unfortunately, unlike some other hosts, there is no single button you can click to upgrade PHP versions on Amazon Lightsail. I upgrade all of my servers annually. There is not often a major release of PHP and even when one comes out, it is not immediately available in Lightsail. Checking and performing the upgrade once per year is about the right cadence for me.

To do so you must:

  1. Log in to the current site and perform a backup using Updrafts Plus plugin
  2. Spin up a new instance of a WordPress Binami server
  3. Log in using the default user password and install and connect Updrafts Plus backups
  4. Restore the latest backup
  5. Move the static IP associated with the live site to the new server
  6. Perform a bncert-tool upgrade and generate a new certificate

It’s not quite as convenient as a single button press, but there are other upgrades that come with the latest and greatest server configurations for WordPress utilizing Bitnami in Amazon Lightsail. So it is a good annual maintenance activity to keep your sites fast, secure, and user friendly.

Analytics

Switch to Google Analytics GA4 before July 2023

  • March 19, 2023

In this blog, I will try to explain what is happening with Google Analytics in layman’s terms. A lot has been going on for the past few years, but most websites could safely ignore it … until now.

There is an “old way” of capturing data on a website called Universal Analytics, or UA. UA properties were based on the way the internet first came to be. It was mostly a desktop – not mobile – way of browsing. It relied on cookies and IP addresses and a lot of things that have since fallen out of favor for various reasons, mostly privacy concerns. As the internet matured and changed, Google found new and improved ways of tracking users all while respecting privacy laws and best practices.

In October of 2020, they announced a “new way” of implementing analytics called GA4. In reality, UA and its first predecessor were GAs 1-3. This fourth way is the biggest leap or departure from the old. As such, it required a whole new analytics property to be set up and embedded in your website. Some jumped at the chance and ran both analytics simultaneously. Others have dragged their feet on making the migration. If it ain’t broke ….

Then Google announced that in July of 2023, the UA “old way” would stop working. It will no longer collect any data, and if you haven’t implemented GA4, you will have no analytics on your website. Suddenly, a lot of people sat up and paid attention to what was happening.

Implementing GA4 is easy. Implementing GA4 to its fullest potential is difficult. That’s why I’ve partnered with Daylight Strategy to map out the best possible tracking for events and conversions for all of my clients. If you need a boost on getting your website updated, they are a great technology partner specializing in this space.