Companies have been benefiting from knowledge management by streamlining operations, reducing redundant efforts, and fostering a culture of continuous learning. Continue reading to understand its meaning, examples, benefits, and best practices.
Have you ever wondered how you can maximize your organizational knowledge assets? How can you ensure that your employees are on the same page when it comes to sharing and using information effectively? It is where Knowledge Management (KM) comes forth.
The field of KM has evolved over the years. An effective process enables teams to gain insights and drive innovation. Not just that, more than 70% of companies anticipate that they can increase productivity by at least 20% through effective knowledge management.
Now that you are intrigued, let us explore the knowledge management process. We’ll also go through its different types and best practices in detail.
A knowledge management system (KMS) can be defined as a tool designed to help organizations create, store, share, and use knowledge effectively. It involves capturing, creating, organizing, and sharing organizational knowledge. A KMS can be a software application that helps organize data such as documents. It could even be a more complex system like an artificial intelligence approach that provides employees with relevant information.
Some of its key objectives are:
Knowledge management helps enhance organizational performance by facilitating decision-making, innovation and customer satisfaction. There are different types of knowledge that form the basis of the process:
Explicit Knowledge
Explicit knowledge is knowledge that can be easily articulated and communicated through language or other tangible means. It is the type of organizational knowledge that can be documented, stored, and transferred with ease. Examples include manuals, procedures, reports, user guides, and so on. Companies use databases or wikis to store explicit knowledge.
Tacit Knowledge
Tacit knowledge is the type of knowledge that exists within people’s minds and cannot be easily communicated through language. It requires personal experience or involvement. Such type of knowledge management includes personal insights gained from experience or experimentation. Tacit knowledge can be difficult to document or transfer.
Implicit Knowledge
Implicit knowledge refers to actions and behaviors that individuals have internalized without being aware of them as part of their routine. Implicit knowledge is often not verbalized but rather demonstrated through actions. An example of implicit knowledge includes abilities such as speaking one’s native language fluently without being aware of how they learned it.
Self management system has become an essential element that affects the organization’s success in multiple ways. Here are the key knowledge management benefits:
Knowledge based management helps to automate customer service. As customers interact with a company and pose various questions, their responses get recorded in the knowledge management system. Over time it maps out as frequently asked questions (FAQs). The agents can quickly access commonly asked queries by customers and respond promptly without any delay. 36% of business leaders are seeing direct revenue generation with support automation.
Customer onboarding is an integral part of any business operation, ensuring new users receive quick assistance from the customer support team. The knowledge based management ensures seamless communication between the customer support team and training specialists regarding product or service information.
Collaboration is essential for successful knowledge management best practices within an organization. It ensures effective knowledge sharing and dissemination of relevant data throughout departments. The knowledge gap is reduced and hence, there is little to no chance of silos being formed amongst the teams.
Knowledge management programs provide decision-makers with quick access to data and information from within the organization. It allows for more informed decision-making, which can lead to better business outcomes. The leaders have certain data and insights that are significantly helpful in making calculated decisions.
Effective knowledge based management supports employee growth by creating a culture of learning. In such cultures, employees feel valued for their contributions. Investing in employee’s professional development shows the business’ commitment to their employee’s development.
Self-assistance platforms come in various forms and have gained much importance across all industries. Let us look at the knowledge management examples below:
A knowledge base is a central repository of organized information about a particular subject. It can be used by employees to answer queries on a specific topic/product/service. The information could range anywhere from company policy guidelines to frequently asked questions (FAQs) or customer service procedures. 91% of customers are willing to try an online information base if it is accessible and matches their necessities.
An FAQ page is a compilation of common questions asked by customers with answers provided in detail. Usually displayed on the website homepage, it gives visitors instant access to information. It also increases transparency between the potential clients and the organization. For instance; implementing an FAQ page online saves your support team time spent answering similar customer inquiries repeatedly since customers can easily find what they need by merely referring to the page.
Technical documentation is user manuals that provide instructions for software applications or other products. It also covers installation instructions and troubleshooting guides that help users identify problems quickly. Typically these are used when customers face any issue while using products or services.
The Wiki tool enables team members to contribute collaboratively towards creating content on established topics. The topics are generally relevant to their industry niche or brand needs commonly known as wikis pages. Wikis combine the aspects of collaborative editing and software design elements.
Managing a knowledge based management system can prove to be quite challenging. If the right strategies are employed, they can definitely provide significant benefits to an organization.
Below are some strategies that can help you manage your knowledge management system successfully.
One of the crucial steps for an effective knowledge management system (KMS) is setting clear objectives for your organization. Determine what exactly you want your KMS to achieve and then create goals accordingly. You must ask yourself questions such as “What type of knowledge will my system manage?”, “How will this information help my organization?”. You should develop a roadmap accordingly. Having clearly defined objectives helps you stay focused on achieving specific outcomes which increase overall effectiveness.
Actionable Tips:
Processes are a critical component when it comes to managing a knowledge management system effectively. SOPs provide clarity and ensure the work gets done efficiently. It’s important to identify key processes that contribute most significantly to achieving KMS objectives. Companies must document the objectives in detail, and share them across all relevant departments within the organization.
Actionable Tips:
One of the primary benefits of a KMS is that it enables you to store all your company’s data in a single location. However, if that data is not structured correctly, then navigating through it can become time-consuming. Structuring content properly is more than essential for effective knowledge based management. Consider creating “knowledge maps” or organizational charts that clearly define your folder structure and how data is categorized within those folders.
Actionable Tips:
Having someone who can oversee and organize your company’s KMS ultimately results in better performance. Assigning responsibility for maintaining the system ensures its completeness and meaningfulness. It also addresses ambiguous information sources when encountered. Apart from the management team leadership, consider having employees responsible for overseeing specific areas of the organization’s information flow.
Actionable Tips:
Measuring the effectiveness of your KMS is key to its overall success. Collect feedback from everyone about what they like about the system and what they don’t. Find out if people are actually using it and if they’re finding the information they need easily. Use the feedback not only to measure success but also as a guide for making improvements.
Actionable Tips:
One of the best ways to engage users with your KMS is by enriching content with rich media. Make sure to add images, videos, and interactive elements to the content. 91% of consumers prefer visual content to written content. Engaging and rich media can help explain complex topics in a far more engaging way than text alone. It also increases makes the information more appealing and engaging for the user.
Actionable Tips:
KMS to remain up-to-date, it must be reviewed regularly to ensure all content remains current, accurate, and useful. As 47% of corporations that possess a knowledge base saw a positive rise in sales, keeping the knowledge base updated is important if a business wants to reap such benefits. It must be a top business priority to identify outdated or irrelevant data so that new data can be added as necessary.
Actionable Tips:
Knowledge management is the process of capturing, sharing, and effectively using knowledge within a company. It involves identifying who has expertise in a given area and making that information accessible to others who need it. Here are its five use cases:
1. Customer Support
Customer support teams benefit greatly from knowledge management systems. They can access relevant information quickly to solve customer issues efficiently. Storing commonly asked questions and their answers enables the reps to provide consistent responses across all communication channels.
2. Sales enablement
Sales reps need to be equipped with the latest product information at all times. Having the knowledge management systems in place, they can access product demos. It also enables them to access crucial documents such as pitch decks, case studies, and any other sales materials needed to win over prospects.
3. Customer Onboarding
A poor onboarding experience leads to churned customers. Knowledge management services can help companies onboard new customers seamlessly. It creates guides that explain how the product works or walks them through key features.
4. Employee Training
Organizations face a challenge when training employees on key processes or policies when they have several departments scattered geographically. Such a complex situation gets resolved by including a digital repository of necessary company information. The repository can be easily accessed by anyone in the organization.
5. Internal Communications and Updates
Effective communication isn’t limited to emails and group messages. It involves centralizing information for team members and providing easy access to company updates. The approach fosters increased collaboration within the structure of modern organizations.
Selecting a reliable tool relies on finding one that aligns with your unique needs while also offering robust features. Here are some key factors to consider when selecting the right knowledge management tool for your organization.
Define Your Objectives
Before selecting a knowledge management tool, start by outlining what you hope to achieve from implementing it. After identifying your objective, take note of your organization’s culture, structure, and technological proficiency level. The information will help you target areas where improvement is needed and ensure that the tool aligns with your overall objectives.
Consider the Features
Once you’ve identified your specific needs, it’s time to consider what features you require from a knowledge management tool. Some common features include document management capabilities, search functionality, user-friendly interfaces and social collaboration tools. The required features will of course vary as per the business needs.
User-Friendliness
A user-friendly interface ensures adoption rates are high amongst employees who will use it daily. Even a powerful knowledge management tool could become unused if users find it too complex or unintuitive to use.
Customization Options
The feature of customization is significant for optimal processes. Companies should go for a tool that offers seamless customization options. It will allow you to tailor the approach specifically toward your organization’s unique needs.
Security & Privacy
Data security is essential when using any digital platform. Ensure that your chosen program offers adequate safeguarding measures. It will ensure that your company’s sensitive data remains protected thoroughly.
Pricing Models
Make sure to clearly understand all pricing structures before purchasing any KMT software. The options vary widely based on deployment type – whether cloud-hosted or on-premise – functionalities required for individual users vs. corporate entities, etc.
Implementing an effective KMS can improve productivity, decision-making, customer service, and employee satisfaction. Here are some best practices of a knowledge base system:
A crucial aspect of an effective knowledge management program is the systematic capture and creation of knowledge. Organizations should actively encourage employees to share their expertise and insights. It creates a collaborative culture that values knowledge sharing. It can be achieved through various means such as knowledge repositories, documentation, internal wikis and interactive platforms.
Example: A company can implement a user-friendly internal wiki where employees can contribute and access information on various topics. Employees are encouraged to share their experiences, best practices and insights related to their roles. Regular knowledge sharing sessions, such as brown bag lunches or virtual seminars, can be organized to enable subject matter experts to share their expertise.
Efficient knowledge organization and categorization are vital for easy accessibility and navigation within the knowledge management system. Businesses should develop a clear taxonomy that aligns with the company’s structure and user needs. Information should be categorized logically, making it intuitive for employees to find relevant knowledge quickly.
Example: A company can implement a knowledge management system with a user-friendly interface, allowing employees to easily browse through categories. Each category is further divided into subtopics and relevant tags are assigned to each piece of content. For instance, a technical support document may be tagged with relevant product names, issue types, and customer segments. It will make it easily discoverable for support agents.
Encouraging a culture of knowledge sharing and collaboration is essential for a successful knowledge management system. Organizations should foster an environment where employees feel comfortable asking questions, seeking help, and contributing their expertise. Social collaboration tools, discussion forums, and chat platforms can facilitate real-time communication and peer-to-peer knowledge sharing. Recognizing and rewarding employees who actively engage in knowledge sharing further reinforces the importance of the practice.
Example: A business can implement an internal communication platform where employees can post questions, seek advice, and share their experiences. Team members can provide feedback and insights, promoting active knowledge exchange. The company can institute a recognition program. It will ensure they acknowledge employees who contribute valuable knowledge or assist their colleagues with informative solutions.
An effective system embraces a culture of continuous learning and improvement. Regularly updating and refining the base ensures that information remains accurate, relevant and up-to-date. Conducting periodic knowledge audits allows organizations to identify gaps and areas for improvement. Employee feedback should be encouraged to identify pain points and potential areas for knowledge system enhancement.
Example: A company can implement a knowledge review process where designated experts conduct periodic audits of the knowledge base. They verify the accuracy of the information, remove outdated content, and identify areas that require updates. The knowledge management team can solicit feedback from employees through surveys or feedback forms. It will help them understand their experience with the system and gather suggestions for improvement.
Integrating the knowledge management system into daily workflows is critical for seamless adoption and utilization. The system should be easy to access and integrate with existing platforms that employees use in their routines. Embedding knowledge resources within customer relationship management (CRM) systems, support portals, or project management tools ensures that employees have instant access to relevant information.
Example: A company can integrate its knowledge management system directly into its customer support portal. When support agents are handling customer inquiries, they can access a knowledge base search function directly within the support ticket interface. The integration allows them to quickly find relevant articles and solutions without switching between different systems. It results in streamlining the support process and enhancing customer satisfaction.
The accuracy of the knowledge management system can be ensured by implementing robust knowledge validation and quality assurance processes. Businesses should establish guidelines for content creation and review mechanisms to ensure that information is vetted by subject matter experts before publication. Periodic content reviews and updates help to rectify inaccuracies and verify the relevance of existing content.
Example: An organization can appoint a dedicated team of subject matter experts responsible for reviewing and validating knowledge articles before they are published. Content creators submit their work to the team for a thorough evaluation. The team verifies the accuracy and relevancy of the information. They also conduct regular audits of existing content to identify and correct any discrepancies.
Investing in comprehensive training and onboarding programs is vital. New employees should receive proper training on how to effectively use the knowledge management system and access valuable resources. Providing training sessions helps existing employees stay updated with system updates, new features, and best practices. Training sessions can be supplemented with easily accessible guides and tutorials to ensure employees have continuous support in navigating the system.
Example: A company can introduce a structured onboarding process for new employees. It should incorporate knowledge management system training as a core component. The training would cover how to search for information, create/contribute content, and make the best use of the knowledge base in their tasks. The leaders can organize regular workshops and webinars to address new system features. It will allow employees to leverage the system’s full potential effectively.
Investing in knowledge management is crucial in the digital-centric marketplace. Equip your business with the necessary tools to manage information effectively. It will enhance customer experiences, drive long-term growth and ensure you remain ahead of the curve.
Effective knowledge management enables businesses to understand their customer’s needs better and build stronger relationships with them. Using customer feedback tools and data analytics, you can gain valuable insights into their customer’s preferences and develop more personalized marketing strategies.
The four main components of knowledge management are knowledge creation, knowledge capture, knowledge storage and knowledge sharing. Knowledge creation involves generating new insights and information. Knowledge capture focuses on collecting and capturing valuable knowledge from employees and external sources. Knowledge storage and organization involve structuring and categorizing information. Knowledge sharing and dissemination ensure that knowledge is effectively shared among employees and stakeholders.
Knowledge management plays a critical role in enhancing decision-making within an organization by providing relevant and timely information to decision-makers. Centralizing knowledge and making it easily accessible can access a wealth of insights, best practices, and lessons learned. The informed decision-making process leads to more strategic, data-driven, and well-informed choices.
The challenges include resistance to change and cultural barriers, where employees may be hesitant to share knowledge due to fear of losing their competitive advantage or job security. The lack of a well-defined strategy and clear goals can also impede progress. Inadequate technological infrastructure and difficulty in capturing tacit knowledge are additional barriers. Ensuring top management support and addressing these challenges proactively can lead to successful implementation.
Knowledge management plays a vital role in retaining and leveraging intellectual capital within an organization. Capturing and organizing employee expertise and knowledge can preserve critical information even when employees leave. It ensures continuity and minimizes knowledge loss. The right system facilitates easy access to institutional knowledge, empowering new employees to quickly get up to speed and contribute effectively.
Grow Customer Relationships and stronger team collaboration with our range of products across the Conversational Engagement Suite.
Omnichannel Customer Support & Help Desk Software
AI Enabled Business Messaging and Chatbot Software
Sales Engagement & CRM Software
Call Center Software & Virtual Phone System
Product Marketing & Experience Platform
Customer Experience & Feedback Management Software
How to Build Customer Trust: Definition and Importance
Scroll to top
