Enlighten.Net:: White Papers about Knowledge Management and Corporate Intranets

For your convenience, we have grouped our white papers as follows:
For CEOs and CFOs Of general interest For IT managers and personnel Industry-specific

For CEOs and CFOs

Knowledge management in customer service: Case study of a software developer—Read about how a knowledge management initiative in one software developer's customer service group was able to reduce call resolution times by 70%, while decreasing head count and increasing customer satisfaction. (.pdf)

Customer service in the financial services industry—Six ways to cut customer service costs and deliver value with knowledge empowerment. (.pdf)

Intranet ROI—Decrease the cost of producing, accessing and distributing information. (.pdf)

Build or buy? The costs of developing your own intranet—Thinking of building your own intranet? Use this worksheet to lay out all your development costs. (.xls)

Cost justification worksheet—This worksheet will help you determine how much money you will save by installing an intranet—and how much it's costing you to delay. (.xls)

When corporations put their knowledge online—What effect do the in-house, browser-based networks known as intranets really have on the day-to-day routine of the workers who use them, and how does that effect change over time?

Customer Service Survey results—Findings from a recent survey to identify and analyze the most pressing issues and best practices for the customer service functions. This white paper identifies several key cost overruns that can be reduced by implementing the right knowledge empowerment solution and process. (.pdf)

Fire... flood... theft... How will your business survive?—In the past few years, business continuity and disaster recovery plans have received renewed focus. The time and effort invested in planning can mean the difference between conducting business as usual and closing your doors.

Knowledge Management (KM): Beyond the technology—KM is the process through which organizations generate value from their intellectual and knowledge-based assets. (.ppt)

For IT managers and personnel

Choosing the architecture for your corporate intranet—How many portals are right for your corporate intranet, and why? (.pdf)

Ten pitfalls to avoid in building your own intranet—The average home-grown corporate intranet requires almost three years and nearly half a million dollars to plan and implement. Be sure your team can get it right the first time. (.pdf)

Of general interest

Version control. Document tracking. Change notification. Why incorporate them into your knowledge empowerment system?—This white paper examines various aspects of these tools, identifies some questions that you might want to ask to determine how important they are for your organization, and then describes how the Enlighten.Net knowledge empowerment solution employs them.

What is an intranet?—An intranet is like a private Internet, just for your company. Imagine a place where you can store all your corporate information and knowledge...

Publishing information to your intranet—There are several philosophies on how to populate your intranet. Which way is best for you?

Is an intranet an effective way to train employees?—An intranet can provide individualized, tailored learning on demand, in whatever quantity, at whatever time desired. The potential improvement in productivity is nothing short of enormous.

Knowledge Management: Your ultimate Customer Service tool—What is knowledge management all about, and how can it help you grow your market share and ensure your continued success?

Productivity improvements from technology—Many analysts have tried to determine the origin of our country’s prosperity during the 1990s. With apologies to James Carville, "It’s the technology, stupid!"

GUEST ARTICLE
Keeping your intranet healthy and effective—Your intranet must constantly grow and evolve to match the changing needs of your business, while ensuring a high level of usability and efficiency. This is no easy task, and it will require the constant enthusiasm and efforts of the intranet team.

GUEST ARTICLE
Reviving a zombie Content Management System—How to identify and revive a CMS (Content Management System) which has become a "zombie"—one of the living dead.

GUEST ARTICLE
Centralised or decentralised authoring?—Each authoring policy has its own strengths and weaknesses. The first step to building a successful CMS solution is understanding how these issues affect your business requirements. Only then can you design an efficient, cost-effective, and viable solution.

GUEST ARTICLE
Intranets as the first source of information — Intranets must be more than just a dumping ground for 'second-hand documents' if they are to be successful. Instead, a radically different policy needs to be put in place.

Industry-specific

Knowledge empowerment in pharmaceutical R&D—New technology to cut costs, ease collaboration, and speed drug development and launch. A white paper for the life sciences industry. (.pdf)

Customer service in the financial services industry—Six ways to cut customer service costs and deliver value with knowledge empowerment. (.pdf)

Bank Realizes Significant ROI—Read about how Enlighten.Net was used in a rapidly growing institutional bank to improve corporate communication, and employee satisfaction without adding burden to the IT staff. (.pdf)

Keep employees on the same page—Technology has provided banks with significant increases in transaction processing efficiency, made it easier for customers to contact banks, and identified high profit opportunities. Now, intranet technology can keep bank employees on the same page.

The healthcare intranet—Many healthcare organizations turned to an Intranet solution to link their diverse and disparate legacy applications and to provide information access securely.

Putting blueprints on your intranet—Using various kinds of software and an intranet, everyone can work from the same set of blueprints.

Surviving in the Information Age—Have you tried to judge the impact of the Information Age on distribution?

Your law firm's own private Internet—Every firm, whether large or small, should add an intranet to its technology agenda. Intranets are one of the hottest topics in legal technology. AmLaw Tech indicates that 72% of the largest 100 firms in the country have intranets.