Knowledge Management Practice Guide
- sneha.tripathi
Knowledge is one of the most important assets of an organization. Well-documented and easily accessible Knowledge enables an organization to work efficiently and boosts its decision-making capabilities. Between 50-70% of requests received by a typical service and support organization are for some form of information. Therefore making sure that the Knowledge is available to its employees and users when required and can be utilized in the most frictionless manner, can have a large impact on cost and customer satisfaction for an organization.
Knowledge Management enables organizations to use Knowledge efficiently and improve the quality of service, increase customer satisfaction and reduce the cost of service, support, and delivery by providing the information to users and staff directly when they need it.Â
Effective Knowledge Management in an organization:
Ensures the correct information is easily accessible to the authorized people when needed.
Ensures Knowledge is consumable and diverse.
Help understand when information is needed, providing an accurate and precise method for the end-users to find it.
Monitors usage and effectiveness of information, to aid continuous improvement of Knowledge content.
Collects and Analyzes feedback to identify opportunities to create or improve Knowledge.
Knowledge Management typically following the below phases:
Knowledge Management Best Practices
The goal of Knowledge Management is to enable organizations to efficiently use and build upon the internal knowledge resources and improve the quality of service and decision-making. Following a few Best Practices that enable an organization to make the best use of available Knowledge:
Identify your Knowledge Strategy
It is important to strategize the Knowledge management process for your organization. Identify the type of information source available in the organization, existing Knowledge repositories that should become a Knowledge Base, and user groups who will use and contribute to the Knowledge.
Instead of a stand-alone process, integrate Knowledge management with existing Business processes and systems to ensure Knowledge creation and usage is easy.Knowledge Utilization is paramount
It is important to ensure that the Knowledge is not only managed but effectively used in your organization. It should be accessible to users to help in support ticket deflection, quicker turnarounds, and effective knowledge sharing.Measure Performance Utilization
Evaluating Knowledge usage provides an insight into the value organization gets with the implementation of Knowledge. Design KPIs and report views that highlight what type of Knowledge is being requested? Are users able to find relevant information? Does the Knowledge resolve user queries?Knowledge creation and sharing are easy and on the go.
Knowledge creation should be intuitive and easy. Every Employee or end-user should be able to contribute to Knowledge Building. Integration with other Business systems such as ITSM systems, chatbots makes Knowledge hands-on. It also cultivates the practice of sharing and reviewing Knowledge, leading to a relevant and useful Knowledge Base.Knowledge should be Digestible and Diverse
In your organization, Knowledge may be available in the form of long documents and articles. These are difficult to review and consume. Break the sources into small, user-friendly formats that are easy to search and adopt.Support Multiple Knowledge Type
In today’s time, media such as Videos, Audio, Images are the most popular and widely used for training and information sharing. End-Users should be able to contribute and access knowledge in these formats too.Collect and Analyze Feedback
Direct and Indirect Feedback from end-users gives a real-time check of the performance of Knowledge management in the organization. Collect surveys and analyze feedback from end-users and implicit data from user searches and actions. Use the information to Identify Knowledge Gaps and Knowledge Improvement opportunities.
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