I started my career navigating the labyrinthine corridors of the European Parliament, where I quickly learned that even the densest policy and legal jargon can be turned into plain language that people actually understand. Those early lessons in translating complexity into clarity shaped the way I think about content, knowledge, and communication to this day.

From there, my journey took me into the worlds of customer experience, content strategy, and knowledge management at Microsoft, VMware, EA Games, and Blizzard Entertainment. Along the way, I discovered a simple truth: knowledge only matters when it moves, resonates, and empowers people to act. Whether it’s guiding teams through chaos, designing multi-channel content strategies, or implementing Knowledge-Centered Support, my mission has always been the same—make knowledge clear, actionable, and human.

This blog is my laboratory for exploring the messy, fascinating intersection of:
– Knowledge-Centered Support (KCS®) and real-world implementation
– AI readiness and why content governance matters more than ever
– Support deflection that actually works (no smoke, no mirrors)
– Metadata, lifecycle, and other thrilling KM topics you never knew you’d love

Expect practical frameworks, hard-earned insights, and the occasional Lord of the Rings metaphor—because yes, knowledge is the One Ring that rules them all.

When I’m not wrangling metadata or building strategies, I’m often behind a macro lens, capturing the tiniest details of the natural world. It’s a reminder that whether it’s content or a bee’s knee, clarity comes from knowing where to focus and what to zoom in on. https://phonemacro.my.canva.site/

I created knowledgemanagement.ie because I believe knowledge is infrastructure. Without it, support falters, AI fumbles, and customers end up hunting answers like it’s a side quest in a badly written RPG. Here, I share what I’ve learned so that knowledge becomes not just available but powerful, practical, and empowering.