The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
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The Culture of Knowing: Why Knowledge Management Isn’t Always About Answers with Lana Kosnik
Manage episode 480047810 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Let’s start with a simple question: What happens to knowledge after it solves a problem?
In most organizations, the answer is… nothing. It dissolves into a Slack thread, hides in an inbox, or retreats into the quiet privacy of someone’s memory. But what if knowledge could do more than disappear? What if it could evolve?
This week on Connected Knowledge, Pete Wright sits down with Lana Kosnik, a certified KCS V6 trainer and consultant, to explore the intricate dance between knowledge and culture. Through the lens of Knowledge-Centered Service (KCS), they examine a radical idea: that documentation is not just an archive but a living system. And like any living system, it needs maintenance, coaching, feedback—and, above all, belief.
What unfolds is a conversation about loops—not linear progressions but circular processes of solving and evolving. About coaching not as performance management but as a kind of apprenticeship. About AI not as a threat but as a student learning from the stories we already tell.
There are numbers here, too: faster resolutions, greater self-service, rising satisfaction. But beneath the metrics is something deeper: a shift in how we define expertise, authority, and the very act of knowing.
Links & Resources:
- Learn more about RightAnswers
- Book a demo to see RightAnswers in action!
- Connect with Lana Kosnik on LinkedIn
- Submit your Questions!
- (00:00) - Welcome to Connected Knowledge
- (00:53) - Introducing Lana Kosnik
- (01:53) - A KCS Recap
- (04:36) - The Double Loop Process
- (08:58) - The Culture Shift of KCS
- (15:04) - Coaching
- (20:02) - Coaching through the Bumps
- (25:36) - The Role of AI in KCS
- (30:19) - RightAnswers
27 episodes
Share
Manage episode 480047810 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Let’s start with a simple question: What happens to knowledge after it solves a problem?
In most organizations, the answer is… nothing. It dissolves into a Slack thread, hides in an inbox, or retreats into the quiet privacy of someone’s memory. But what if knowledge could do more than disappear? What if it could evolve?
This week on Connected Knowledge, Pete Wright sits down with Lana Kosnik, a certified KCS V6 trainer and consultant, to explore the intricate dance between knowledge and culture. Through the lens of Knowledge-Centered Service (KCS), they examine a radical idea: that documentation is not just an archive but a living system. And like any living system, it needs maintenance, coaching, feedback—and, above all, belief.
What unfolds is a conversation about loops—not linear progressions but circular processes of solving and evolving. About coaching not as performance management but as a kind of apprenticeship. About AI not as a threat but as a student learning from the stories we already tell.
There are numbers here, too: faster resolutions, greater self-service, rising satisfaction. But beneath the metrics is something deeper: a shift in how we define expertise, authority, and the very act of knowing.
Links & Resources:
- Learn more about RightAnswers
- Book a demo to see RightAnswers in action!
- Connect with Lana Kosnik on LinkedIn
- Submit your Questions!
- (00:00) - Welcome to Connected Knowledge
- (00:53) - Introducing Lana Kosnik
- (01:53) - A KCS Recap
- (04:36) - The Double Loop Process
- (08:58) - The Culture Shift of KCS
- (15:04) - Coaching
- (20:02) - Coaching through the Bumps
- (25:36) - The Role of AI in KCS
- (30:19) - RightAnswers
27 episodes
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Similar to Connected Knowledge from Upland Software
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
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Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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continue reading
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Go offline with the Player FM app!
Go offline with the Player FM app!
