A Customer-centric Approach to Connecting People to Content: Webinar Q&A Summary

 

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On January 22, 2015, APQC's Lauren Trees and Darcy Lemons hosted a KM Community Call to share highlights from APQC's Connecting People to Content Best Practices Study. The call also featured insights from Shawn Eckert and Bob Hiebeler of St. Charles Consulting Group, which served as Research Champion for the study. This article presents responses to audience questions related to the best practices described on the call.

The questions are grouped into broad themes:

  • developing a strategy and business case for connecting people to content,
  • governance and staffing,
  • managing the content life cycle,
  • developing effective taxonomies,
  • encouraging contributions and reuse, and
  • measuring impact.

Additional information on this research can be found in the full report and the free study overview, which lists the 20 best practices identified during the project.

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