Knowledge Management (KM) has been around for years, but has recently started to make a comeback as technology has made the process easier for end users, and IT to implement. In terms of content, nearly all organizations make documentation and content authored by support reps available in a knowledge base ,but nearly half also index or import discussion forum threads as well much more of a KM 2.0 approach. At the same time, the average knowledge base contains nearly 50,000 documents, yet more than half of them are seldom or never used.
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