Knowledge is king in today’s information-driven business world, as most knowledge managers like me know. Having the right information at customers' fingertips can greatly influence their perception of the customer support experience. In today’s self-service world, a well-populated knowledge base with a reliable group of contributors is not enough to create a great experience. The content must be relevant and timely.

Anatomy was always one of my favorite subjects in school—it just made sense. I still know the structure of a human cell, I remember the different parts of the ear, and because I’m active, I know the soreness I feel in my muscles is caused by lactic acid fermentation. Lessons from anatomy have proven to be some of the most practical for my everyday life.