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In The Lord of the Rings, the Palantíri were ancient artifacts designed for communication and observation tools that allowed their users to perceive distant events in real time. Yet these powerful instruments became conduits of misinterpretation, manipulation, and despair. Why? Because they showed information without offering context. Denethor, Steward of Gondor, famously gazed into a […]

In the race to implement artificial intelligence and leverage large language models (LLMs), organizations worldwide are making significant investments in cutting-edge technologies. However, amid the excitement surrounding AI’s transformative potential, a critical foundation is often overlooked: knowledge management. While AI promises to revolutionize how businesses operate, its effectiveness ultimately depends on the quality, accuracy, and

At first glance, they might seem like unrelated concepts, but a fascinating video I recently revisited draws a compelling connection between the two. This video, which I first watched a decade ago, explores how both customers and support agents share a common need for answers and how effectively managing knowledge can lead to greater satisfaction

Implementing Knowledge Management with the Knoster Change Management Matrix As a Knowledge Manager, I’ve witnessed firsthand the transformative power of effective knowledge management (KM) and Knowledge-Centered Service (KCS) within organizations. However, I’ve also navigated the turbulent waters of resistance, skepticism, and outright failure that often accompany such initiatives. Implementing new systems and processes, especially those