KCS Articles Reflect Real Experiences—Not Pristine Manuals

In traditional knowledge management, content is often created after the fact—polished by experts, locked into rigid templates, and reviewed in cycles that delay its availability. But in Knowledge-Centered Service (KCS®), knowledge is captured differently. It is created by those doing the work, in the moment of need, as part of solving real customer issues.

Just-in-Time, In the Customer’s Language

KCS articles aren’t built in a vacuum. They’re written just-in-time, using the actual language of the requestor—how the issue was described, what was tried, and what eventually worked. This keeps articles findable and relevant, especially in self-service channels.

Validated Through Use, Not Committees

Instead of subjecting knowledge to lengthy approvals, KCS embraces “reuse is review.” Articles are validated by real-world usage: if they’re helpful, they get used; if not, they get flagged or improved. This enables the knowledge base to evolve continuously, staying aligned with what actually works.

A Three-Perspective Lens

Every KCS article blends:

• The requestor’s voice: what they’re experiencing

• The responder’s logic: how the issue was resolved

• The organization’s context: metadata, reuse, linkage, and lifecycle

Together, these perspectives make each article a living record of experience, not a static document.

Call to Action: Move from Theory to Practice

If you’re a Support Leader, Knowledge Manager, or Change Agent—ask yourself:

• Are your knowledge articles built for real use or ideal scenarios?

• Is your content helpful in the moment of need, or just compliant with format?

• Are your teams empowered to capture, improve, and evolve knowledge as they work?

The shift starts with a mindset: knowledge is not an outcome—it’s a byproduct of doing the work well.

• Start small: Pilot a “capture in the workflow” model with your support team.
• Coach your team: Focus on context, not perfection.
• Measure what matters: Link accuracy, reuse rate, and customer self-service success.

Let go of the pristine—and embrace the practical. That’s where the real value of knowledge lives.