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		<title>Top Tweets of 2011</title>
		<link>http://knowledgebishop.com/2011/12/31/top-tweets-of-2011/</link>
		<comments>http://knowledgebishop.com/2011/12/31/top-tweets-of-2011/#comments</comments>
		<pubDate>Sat, 31 Dec 2011 23:36:18 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Compassion]]></category>
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		<description><![CDATA[For many of us, this past year was a time of transitions and triumphs, of mountains climbed and summits reached. I know for me, one of the greatest sources of daily encouragement was the pure stream of wisdom I received on Twitter. So many wise advisors gave their time and their words to inspire and [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=2248&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>22</slash:comments>
	
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		<title>Influence and Advocacy</title>
		<link>http://knowledgebishop.com/2011/08/10/influence-and-advocacy/</link>
		<comments>http://knowledgebishop.com/2011/08/10/influence-and-advocacy/#comments</comments>
		<pubDate>Wed, 10 Aug 2011 10:45:21 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[customer service]]></category>
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		<guid isPermaLink="false">http://knowledgebishop.com/?p=2189</guid>
		<description><![CDATA[I recently had the honor of being included alongside close friends on the Mindtouch customer service influencers list. I&#8217;m grateful to Mindtouch for investing in the research, and grateful to all who voted to place me on the list. I&#8217;m even more delighted that the message of customer advocacy is spreading and gaining traction. This [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=2189&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>13</slash:comments>
	
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		<title>May the True &#8220;You&#8221; Shine Through</title>
		<link>http://knowledgebishop.com/2011/08/01/may-the-true-you-shine-through/</link>
		<comments>http://knowledgebishop.com/2011/08/01/may-the-true-you-shine-through/#comments</comments>
		<pubDate>Mon, 01 Aug 2011 21:31:01 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Compassion]]></category>
		<category><![CDATA[leadfromwithin]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=2093</guid>
		<description><![CDATA[Two-Faced. Double-Dealing. Duplicitous. These are the terms we have for people who say one thing when they are around us and another when we&#8217;re gone. It&#8217;s an age-old complaint: Universally deplored. Why, then, have so many business learned to not only tolerate this behavior but to actually encourage it? There is an invisible line between [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=2093&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>18</slash:comments>
	
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		<title>Lose Some &#8220;Wait&#8221;</title>
		<link>http://knowledgebishop.com/2011/02/25/lose-some-wait/</link>
		<comments>http://knowledgebishop.com/2011/02/25/lose-some-wait/#comments</comments>
		<pubDate>Fri, 25 Feb 2011 21:15:15 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[business]]></category>
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		<category><![CDATA[custserv]]></category>
		<category><![CDATA[cxp]]></category>
		<category><![CDATA[technical support]]></category>
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		<guid isPermaLink="false">http://knowledgebishop.com/?p=1852</guid>
		<description><![CDATA[Nothing says &#8220;DISRESPECT&#8221; quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It&#8217;s conventionally accepted that the customer (who NEEDS something) should be willing wait for the service provider (who HAS what they NEED.) However, somewhere along the [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=1852&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
	
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		<title>Net Promoter Score: The Ultimate Question</title>
		<link>http://knowledgebishop.com/2011/02/02/net-promoter-score-the-ultimate-question/</link>
		<comments>http://knowledgebishop.com/2011/02/02/net-promoter-score-the-ultimate-question/#comments</comments>
		<pubDate>Thu, 03 Feb 2011 03:54:13 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[business]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[cxp]]></category>
		<category><![CDATA[technical support]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=1977</guid>
		<description><![CDATA[I swiped my debit card and stared at the tiny screen&#8230; I expected a prompt for my PIN. Instead, the monitor read, &#8220;How likely are you to recommend K-Mart to a friend&#8221;?&#8221; This caught me off guard. K-Mart wants to know if I LIKE them? Not only that, they want to know if I like [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=1977&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>10</slash:comments>
	
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		<title>Seek or Go Hide</title>
		<link>http://knowledgebishop.com/2011/01/27/seek-or-go-hide/</link>
		<comments>http://knowledgebishop.com/2011/01/27/seek-or-go-hide/#comments</comments>
		<pubDate>Thu, 27 Jan 2011 13:48:10 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Content]]></category>
		<category><![CDATA[contentstrategy]]></category>
		<category><![CDATA[techcomm]]></category>
		<category><![CDATA[technical support]]></category>
		<category><![CDATA[technical writing]]></category>
		<category><![CDATA[technology]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=1934</guid>
		<description><![CDATA[&#8220;Hide and Seek&#8221; had screeched to a halt! My 11 year-old son had outsmarted his younger sisters by hiding BEHIND the dryer! My poor daughters had looked every place they knew. They were now wailing that he&#8217;d run away from home. It was time for Dad to get involved. With a loud shout, I commanded [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=1934&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>11</slash:comments>
	
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		<title>Why We Matter</title>
		<link>http://knowledgebishop.com/2011/01/11/why-we-matter/</link>
		<comments>http://knowledgebishop.com/2011/01/11/why-we-matter/#comments</comments>
		<pubDate>Tue, 11 Jan 2011 14:41:10 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Content]]></category>
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		<guid isPermaLink="false">http://knowledgebishop.com/?p=1875</guid>
		<description><![CDATA[I didn&#8217;t even KNOW I was a Technical Writer. You see, back in 1995, I&#8217;d been brought on as a TEMP to answer merger-related email for a bank. When the bank&#8217;s Online Customer Service department suddenly faced an external audit, they asked me to document all the internal procedures. A few weeks later, as that [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=1875&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://knowledgebishop.com/2011/01/11/why-we-matter/feed/</wfw:commentRss>
		<slash:comments>19</slash:comments>
	
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		<title>A Technical Writer&#8217;s Christmas List</title>
		<link>http://knowledgebishop.com/2010/12/22/a-techcomm-christmas-list/</link>
		<comments>http://knowledgebishop.com/2010/12/22/a-techcomm-christmas-list/#comments</comments>
		<pubDate>Thu, 23 Dec 2010 04:01:40 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Content]]></category>
		<category><![CDATA[contentstrategy]]></category>
		<category><![CDATA[custserv]]></category>
		<category><![CDATA[techcomm]]></category>
		<category><![CDATA[technical writing]]></category>
		<category><![CDATA[technicalwriting]]></category>
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		<guid isPermaLink="false">http://knowledgebishop.com/?p=1818</guid>
		<description><![CDATA[I saw Santa in the mall this weekend. The line was long, but I THOUGHT about it. I know I&#8217;m too old. I know he would NOT appreciate me on his lap. I get all that. But I WANT stuff. I want Technical Documentation stuff. Not products, mind you: I want FUNCTIONALITY! I know the [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=1818&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>16</slash:comments>
	
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			<media:title type="html">Santa Claus Reads His List</media:title>
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		<title>6 Ways to &#8220;Be The One&#8221; in 2011</title>
		<link>http://knowledgebishop.com/2010/12/21/6-ways-to-be-the-one-in-2011/</link>
		<comments>http://knowledgebishop.com/2010/12/21/6-ways-to-be-the-one-in-2011/#comments</comments>
		<pubDate>Tue, 21 Dec 2010 14:05:04 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Compassion]]></category>
		<category><![CDATA[Inspiration]]></category>
		<category><![CDATA[motivation]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=1755</guid>
		<description><![CDATA[The shriek shatters your daydream, causing your fists to clench. You spin, seeking the sound&#8217;s source. There, just 100 yards away, a helpless person is in danger! You&#8217;ll help, right? You&#8217;ll at least GET help, right? Of course you will &#8230; Right? Apparently, it&#8217;s not that simple. The answer shouldn&#8217;t depend on how many other [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=1755&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>14</slash:comments>
	
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		<title>Documentation as a Support Channel</title>
		<link>http://knowledgebishop.com/2010/12/14/documentation_as_support/</link>
		<comments>http://knowledgebishop.com/2010/12/14/documentation_as_support/#comments</comments>
		<pubDate>Tue, 14 Dec 2010 15:08:04 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
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		<guid isPermaLink="false">http://knowledgebishop.com/?p=1684</guid>
		<description><![CDATA[The technical communication profession collectively peers through a window of opportunity. I work at the intersection of technical communication and customer service. My digital strategy tasks focus on the efficient delivery of effective content. So when I see someone who truly understands how valuable quality content can be to a customer, I jump for joy. [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&amp;blog=13913800&amp;post=1684&amp;subd=knowledgebishop&amp;ref=&amp;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>6</slash:comments>
	
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