Coaching Habits series: That's a wrap!

It was only a few short weeks ago that we started down this journey to help build better habits. While I heard that some of you easily used these two habit posts to work up to your habit of going to t...

Developing Coaching Habits: If you’re saying yes to this, what are you saying no to?

Once you have asked the question, pause and listen, really listen to the answer. The Strategic Question: If you’re saying yes to this, what are you saying no to? During a conversation or meeting, we s...

Developing Coaching Habits: How can I help?

One of the best things you can do for another person is give them space and silence. Like uncomfortable silence. You give the other person time to gather their thoughts. Just when you think you can’t ...

Developing Coaching Habits: What do you want?

The first three questions we have covered create a solid base for a coaching conversation. Let’s take a quick recap at the first three questions we have covered, in the form of this example: What’s on...

Developing Coaching Habits: What’s the real challenge here for you?

Finding the real problem is what you want to do, right? By following up with “What’s the real challenge here for you?,” it narrows down the focus to the actual issue. The focus question What’s the rea...

Developing Coaching Habits: And what else?

Cut to it and ask the question. Instead of doing a long explanation, or introducing it, or launching into an unnecessary story about the question you are about to ask, just ask the question. The Awe q...

Developing Coaching Habits: What's on your Mind?

So you have knowledge workers, who are trying to build habits, but what about building your own coaching habit? In this 7 part series, we will cover questions that will help you be an effective coach....

3 Ways for new Knowledge workers to build KCS into their existing workflow

So you’ve got the habit and you are all in. What next? Well, I am glad you asked! To reduce any sense of overwhelm, try these three steps: Break it down Breaking down each process into the smallest st...

3 Essentials to turn KCS into a habit

We all want to have good habits, right? Whether it’s something like working on a healthier lifestyle or adding in a new task at work, behavior and habits are tough things to change. What does it take ...

Knowledge Byte #5 - Searching for Knowledge from your browser's address bar

Note: [October 2021] This article has been updated to use the new AI Search engine. When you are searching for knowledge base articles in your ServiceNow instance, you probably already know that there...

Knowledge Byte #4 - Make a list and check it twice

The List feature is often overlooked when writing in the text editor, however, lists are present in almost all of the Knowledge Base articles we write. We use them to indicate a number of requirements...

Knowledge Byte #3 - Make meta more meaningful

Meta information is very important for searchability (and findability) of your KB article. The title, category, and type of article are all metadata that we use to serve articles as search results. Ad...

Knowledge Byte #2 - Use Article titles in links to other documents

When adding a link to another Knowledge site, use the title of the target article as the text of the link to improve clarity This is how it looks when you use the target URL as the link text: And this...

Knowledge Byte #1 - Code Blocks

Are you including a code block in your KB article? Why not use the Preformatted paragraph style? It will increase readability. This is how an article might look without formatting: And this is how it ...