I didn’t start in knowledge management. Like many in a support environment, I started on the phones, supporting ACT! and WinFax customers while taking graphic design courses at Lane Community College. What began as a frontline support role quickly evolved into something bigger. I found myself drawn not just to solving individual problems, but to […]
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2025 State of Open-Source AI: What KM and KCS Leaders Need to Know
AI in Knowledge Systems Open-source AI is enhancing how enterprises manage, retrieve, and deliver knowledge across platforms. While AI-powered search is foundational, its strategic impact spans content curation, personalization, governance, and real-time orchestration across support, engineering, and operations. Adoption requires addressing compute costs, talent shortages, and infrastructure complexity. This article explores: I. Why This Matters […]
Read MoreManaging Data Governance, Clean Data, and Knowledge Archiving for AI Success
AI is no longer a future investment—it is already embedded in most enterprises. Yet scale remains the exception, not the norm. According to MIT Technology Review, while 95 percent of companies report using AI, 76 percent are still limited to just one to three use cases. The constraint is not a lack of ambition or […]
Read MoreScaling Support with AI Teammates: Rethinking Roles, Workflows, and Knowledge
Most companies are still thinking of AI as a tool, an assistant that helps agents type faster, surface a knowledge article, or handle a FAQ. But as AI systems mature from copilots to autonomous teammates, the very fabric of support organizations must evolve. AI’s ability to scale infinitely changes not just how we do work, […]
Read MoreAgentic AI + KCS: Transforming Enterprise Knowledge with Governance and Automation
In today’s fast-paced digital economy, enterprises are seeking smarter, faster ways to manage their most valuable resource: knowledge. Knowledge-Centered Service (KCS) has long provided a proven framework for capturing and reusing knowledge to enhance service delivery. Now, a new frontier is emerging. Agentic AI — intelligent systems capable of autonomous decision-making and action — is […]
Read MoreAI + KCS: Why Structured Knowledge Is the Future of Support
Transforming chaos into clarity with knowledge and AI AI is revolutionizing how we approach customer support, service delivery, and knowledge management. Whether it’s chatbots, AI search, or case-assist tools, organizations are leaning hard into automation and digital transformation. But amidst all the innovation, there’s a foundational truth that’s often overlooked: AI is only as smart, […]
Read MoreHow to Build a Simple Bug Tracking Tool in Google Sheets
At Henricks Media, we’re passionate about equipping businesses with practical tools to simplify their workflows. One handy solution we’ve put together is a bug tracking system built in Google Sheets—a budget-friendly alternative to tools like Jira. Perfect for web developers, project managers, and small business owners, this DIY setup is quick to implement and easy […]
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