Knowledge Management and How to Manage It

“Knowledge management is a discipline that
promotes an integrated approach to identifying, capturing, evaluating,
retrieving, and sharing all of an enterprise’s information assets. These assets
may include databases, documents, policies, procedures, and previously
un-captured expertise and experience in individual workers.”
– Gartner
Group.


The above is
perhaps the most frequently cited definition of what Knowledge Management is – and
very comprehensive and helpful it is, too. The problem with this and any other
definition is that it’s usually followed by the question: “Great – but how do I
actually do that?”

Julie Auletta,
Solutions Director here at Bamboo® describes the core of Knowledge
Management in a business context as:

Surfacing
and centralizing knowledge and expertise across all divisions and levels of the
organization, making knowledge and knowledge experts readily available; and,
ultimately, reducing costs due to organizational fragmentation
.”

On a more
abstract note, good knowledge management also makes research and learning a
matter of routine within an organization, while encouraging decision-making.
All of which is also a matter of dealing with the threat of information
overload, of enabling ways to quickly target, search, and find what is needed.

But, once again, all
this is easier said and understood than actually achieved. As an example, how
do we:

1.      
Improve staff productivity, by decreasing wasted
time searching for knowledge and information across different sites and
external file shares?

2.      
Reduce in-bound customer support by providing
centralized access to knowledge and knowledge experts so users can easily find
answers to their problems?

3.      
Make knowledge experts available by providing
users the ability to submit questions directly to the experts?

4.      
Eliminate staff training time by making
policies, procedures, and training materials available in an easy to navigate
knowledge base?

5.       Automate
processes via graphical workflows so knowledge can be reviewed and disseminated
in an efficient and effective fashion?

A key part of
question two refers to “knowledge experts”. This is key because the desire to
know the real answers to the above questions ultimately means searching for
experts who’ve asked all those questions themselves and developed answers into
viable solutions.

One viable
knowledge management solution is Knowledge Base, which provides a centralized, searchable and secure knowledge management
system that can be set up in minutes, with seamless SharePoint® integration.

Once you’ve
seen how advanced knowledge management has become, all you have to do is think
about what your knowledge management requirements are now and what they may
become in the future.

Making
the right investment for your needs and getting up and running simply and quickly
can be achieved quite easily.

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