In 2004, AUSTAR, an Australian television operator, realized it needed to improve communications with its front‐line customer service personnel. Despite receiving regular updates, staff found it increasingly difficult to keep up with complex product and system information.

Purpose According to the research conducted by the authors, the number one fear of employees around the world is that of becoming obsolete. The purpose of this article is to review five practices that employees can use to stay up to date and what organizations can do to support those practices....