David Kay is principal of DB Kay & Associates, a consultancy that provides thought-leading advice in knowledge management, self-service, and social support. DB Kay customers include IBM, Microsoft, Research In Motion, Tektronix, TI, Intuit, and Cisco. Kay is a frequent speaker at industry events. He was recognized as an Innovator by the Consortium of Service Innovation, and has been KCS Verified v4 as a Knowledge-Centered Support consultant. He has been granted five patents for his work in knowledge management technology. David is co-author of Collective Wisdom: Transforming Support with Knowledge, available on Amazon.com.