A complete set of best practices, tools, and techniques for turning conversations into a rich source of business information Many organizations are w recognizing that the untapped kwledge of their members can be used to benefit every aspect of their business, from making smarter and faster decisions to improving products and efficiency. This book offers a clear-cut road map for building a successful kwledge management system to capture and fully exploit the kwledge exchanged in conversations. Written by two of the foremost experts in online communities, this book covers a set of best practices, tools, and techniques for using conversation and online interaction to provide affordable and effective kwledge-based benefits and solutions. With a unique and invaluable perspective, the authors offer guidance for collecting, capturing, and cataloging kwledge so that it can be used to improve efficiency and reduce costs in areas ranging from internal procedures through customer relations and product development. This book provides step-by-step solutions for developing an effective kwledge network, including how to: Formulate strategies and create action plans Select the right tools for peer-to-peer networks, interactive communities, and events Work with legacy systems Train staff and stimulate participation Improve productivity and measurement criteria The companion Web site contains templates, checklists, a discussion board, and links to software.
CLIFF FIGALLO is a prominent leader in online community networking with more than fifteen years of experience. As a consultant, he's worked with clients such as AOL, Genentech, and Cisco. He previously served as director of WELL and is the author of Hosting Web Communities (Wiley). NANCY RHINE is cofounder of Women.com, the first women-focused online enterprise. She has also served as manager of customer experience at WELL, director of women's programming at AOL, director of business development for AOL' s Digital City, and vice president for community at PlanetRX.