Wednesday, April 16, 2008

Special Lunch Meeting on Tuesday, May 13

12:00 noon - 1:30pm
TOPIC: eDiscovery: What Information and Knowledge Managers Should Know, presented by speakers from Kroll OnTrack
LOCATION: Metropolitan Library System at 224 S. Michigan Ave., Chicago
DESCRIPTION: Electronic discovery, or "e-discovery", refers to discovery in civil litigation which deals with information in electronic form, including e-mail, instant messaging, Microsoft Office files, and websites, which could be relevant evidence in a lawsuit. Electronic discovery poses new challenges and opportunities for attorneys, their clients, technical advisors, and the courts, as electronic information is collected, reviewed and produced. It also presents an opportunity for information professionals and knowledge managers who know how to collect, organize and store information.
NOTE: this meeting is held in conjunction with Metropolitan Library System and registration is required. REGISTER: by May 6, 2008 at:
A box lunch will be provided at the meeting as part of the registration cost of $13 which is payable at the meeting. For more information or questions, contact
Remote Users can join by conference call and web session using the instructions below:

For conference call -- dial 877-659-4152
Once connected, use code: 19494780

To join the LiveMeeting web conference:

Wednesday, April 02, 2008

April 2008 Meeting

Join us on Tuesday, April 8th at 5:30 PM to discuss the topic of "Delivering on the KCS promise and empowering people by tracking the evolution of Knowledge: Six simple metrics that fit the bill."

KCS (Knowledge-Centered Support) is a methodology for knowledge management in support organizations.

Few will argue with the positive effects the KCS methodology can have on an organization but when the time comes to measure whether adoption and impact are being realized, good analytics can be difficult to come by. InQuira's Tom Melzl will provide a brief introduction to KCS and apply specific aspects of the KCS operational model to metrics using real life business scenarios. Tom will also speak to tracking ROI and provide information on some companies that have delivered significant ROIs by following Knowledge Management best practices.

The Consortium for Service Innovation (, a not-for-profit alliance of service and support organizations, developed the KCS Verified program to distinguish knowledge management vendors whose products meet the practical requirements outlined in the KCS Verified Criteria. Supported by the Help Desk Institute, KCS is an emerging best practice for knowledge management in service and support organizations. KCS was developed, refined, and verified over the past 10 years through the joint efforts of Consortium members.

Tom Melzl is currently a Regional Director with InQuira, a Knowledge Management software provider with customers like Apple, GE, 3M, Nationwide and many others. Previously Tom held customer advocacy roles at Ameritech and prior to InQuira was a Vice President at Standard Parking (Nasdaq:STAN), with responsibility for delivering an optimized customer experience for approximately 2,000 parking facilities containing over one million parking spaces in more than 320 cities across the United States and Canada.

See sidebar for meeting location, dial-in and web conference details.