, and now involved in KCS training and implementations, as well as consulting to KM tool vendors. He also is Practitioner Certified in ITIL, the best practice framework for IT Service Management.
Mr. Dorfman is the author of “Tools for Support Knowledge,” a book published by the Help Desk Institute. The book provides a comprehensive view of the leading software tools for building and maintaining help desk and end user support knowledge bases, including web-based customer self-help systems. The research includes profiles of the key vendors of these tools—the acknowledged leaders in this segment of the support automation market, as well as some promising emerging companies. With reviews of the tools and other useful features, the study will simplify the selection process for support teams considering adoption or replacement of a knowledge base platform.
His research on "Accidental Knowledge Managers" was featured in Knowledge Management Magazine. He also has published articles on KM in distinguished journals such as Customer Support Management, Knowledge Management Review, Call Center Solutions and Knowledge Inc. He has guest lectured on KM at George Mason University, Fairfax, VA, and the Richard Stockton State College of New Jersey, Pomona, NJ.
He formerly was a vice president at Grey Advertising and an independent consultant to high technology companies. He was a professional journalist and publisher for more than a decade.
Mr. Dorfman has been a frequent conference speaker and a member of the conference advisory board of HDI, formerly known as the Help Desk Institute.
Click here to visit the KnowledgeFarm blog site.
My profile at LinkedIn.com, a handy networking gimmick.
KnowledgeFarm's
Favorite Charity...
18 McCatharn Road