My experience has been that these are not “simple” steps but, hey, maybe your experience has been different than mine (I wanted to see what it was, but you have your profile set to “Private”).
I did take a look at the report, and the approach seems to depend on everyone knowing all they need to know all the time (i.e., “knowledge-empowered). But often it is the Users who find the glitches first (because they end up using it more than the developers).
So what happens if the organizational culture penalizes those who report information about inadequacy, mistakes, non-compliance, etc.? This “shoot-the-messenger” mindset is quite common in many, if not most, organizations. In those organizations, the workers are “knowledge-empowered” to keep their heads low and their mouths shut.
Does RightNow address any steps to change that type of culture? I’d be very interested in any examples of where and how that worked. Thanks!
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