Page 224 - DCAP307_PLANNING_AND_MANAGING_IT_INFRASTRUCTURE

Planning and Managing IT Infrastructure

Notes  Adhere to document standards and specifications. Use global editing and authoring
specifications to ensure consistent terminology and make maximum use of common phrases.

 Leverage industry-standard translation tools. Take advantage of available tools to minimise
customisations and keep translations affordable.

Self Assessment
State whether the following statements are true or false:
8. The cost savings achieved from a contact centre deployment can be used to fund subsequent
rollouts.
9. The decision to expose content to customers and prospects who visit your website does
not lead to information overload.
10. The old 80/20 rule—80 percent of inquiries can be answered by 20 percent of content—is
highly relevant to a knowledge management implementation.
11. The integration between content and inquiry enables the customer to provide feedback
about the effectiveness of the inquiry response.

12. The knowledge-centred support (KCS) methodology is not well accepted in many customer
service organisations.
13. Knowledge management cannot increase the efficiency and effectiveness of relationships
with partners and vendors.

13.4 Supporting Technologies

The following Figure 13.3 reflects the main technologies that currently support knowledge
management systems.
Figure 13.3: Technologies Supporting Knowledge Management

Work Flow Extranets

Document
Project Management
Management
Knowledge Management
Technologies Web
Conferencing

Intranets

Decision
Groupware Data Support
Warehouse
Systems

Source: http://www.unc.edu/~sunnyliu/inls258/Introduction_to_Knowledge_Management.html

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