The Context Switch Tax: The Structural Drain of Platform Fragmentation
Is your digital employee experience built around your org chart or your people? Learn how to repeal the Context Switch Tax by consolidating portals and implementing a surgical strike information strategy.
Content Debt is an Expensive Confidence Problem, Not a Volume Problem
Content debt isn’t about outdated pages - it’s about lost confidence. When employees can’t trust information to be reliable, they stop searching, start asking, and rely on workarounds. This post explores how content debt quietly drives productivity loss and operational risk long before leaders realize there’s a problem.
When Content Decisions Require Judgement, Not Tools
Tools and frameworks can surface signals, but they can’t make judgment calls. This article explores the moment content decisions stop being operational and start carrying real consequences for trust, compliance, and AI-driven outcomes.
The Best and Worst Ways to Run a Knowledge Base Governance Council
A knowledge base governance council only works when different functions understand and respect each other’s priorities. This article explores the best and worst ways to run governance, why HR and IT often talk past each other, and how clear ownership keeps decisions moving instead of stalling.
Is Your ‘RAG’ Leaving your Knowledge Base Exposed?
Retrieval-augmented generation (RAG) doesn’t fix content debt - it exposes it. When AI-driven answers pull directly from systems like ServiceNow, fragmented and outdated content shows up in the answers themselves, turning governance gaps into trust and experience problems.
When AI Makes Content Debt Impossible to Ignore
AI doesn’t fix content debt - it exposes it. As platforms like ServiceNow use AI to surface answers, outdated and inconsistent content becomes impossible to ignore. This article explores why AI turns content debt into a trust and experience problem, not just a governance issue.
Why Video Belongs at the Top of Your ServiceNow Knowledge Articles
Employees don’t arrive at ServiceNow knowledge articles ready to read. They arrive confused, stressed, or mid-task. This article explains why video belongs at the top of knowledge articles and how early orientation, not more text, determines clarity, confidence, and self-service success.
What Happens When Content Has No Owner
When content has no owner, it doesn’t stay neutral - it drifts. Policies change, duplicate answers surface, and employees stop trusting what they find. This article explores why ownerless content quietly erodes confidence, productivity, and self-service long before leaders notice a problem.
Why Content Fixes Fail When Experience is the Problem
Most organizations respond to employee confusion by fixing content, but the real problem isn’t writing. It’s how content is experienced. This article explores why adding more content often makes things worse, how experience failures quietly erode trust, and what leaders must understand before attempting to fix employee communications.
ServiceNow is a Content Experience. Here’s Why
ServiceNow isn’t just a case management platform. It’s where employees go when they’re confused, stuck, or need answers fast. Employees don’t experience ServiceNow through features; they experience it through content clarity, search relevance, and trust. This post explains why ServiceNow succeeds or fails as a content experience - not a technical implementation.