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Consortium for Service Innovation

Practice 2: Improve

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Improve existing knowledge as it's used to keep it timely and accurate. 

Reuse is Review

Review knowledge in the process of using it, while the context exists to improve it.

Flag It or Fix It

Address needed knowledge improvements in the flow of work to avoid future audit and cleanup.

Empower to Improve

Enable permissioned people and systems to update knowledge during interactions to reduce duplicates, keep content up to date, and assure high quality and value.

Responders take responsibility for the articles we interact with so captured knowledge is our collective experience. If a sense of ownership is developed, we constantly review and improve the knowledge that is being used.

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