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.