As enterprises become more collaborative and thrive to better connect their internal (employees) and external (partners and customers) worlds, a well-established technology is back in the spotlight — Knowledge Management. With so many hot technologies in the marketplace ranging from cloud to social to mobile, why should companies pay attention to Knowledge Management tools? It is so 1990’s, right?
Well, the answer is not really. A report published this year by ThinkJar cleverly noted that Knowledge Management in “early 2000s re-emerged in one critical area: customer service.” However, any organization staffed by knowledge workers understands that knowledge is produced and used across all processes and functions.
The emergence of the social customer has created more pressure for companies to deliver better products and services as consumers demand flexibility and integration from both online and traditional channels. So, to better service customers, organizations need to tap into knowledge in new ways from the design and manufacturing of products and services to go-to-market strategies. More than ever Knowledge Management is critical in enabling enterprises to improve their products and services, increase operational efficiencies and maintain a competitive edge.
Although this is not a new notion in the marketplace and most organizations have a clear understanding of this concept, it is common that “when an organization deploys Knowledge Management systems they fail to leverage what they have done in the past.” As discussed by ThinkJar,“each new instance where knowledge is necessary is usually accompanied by the creation of a new knowledge repository (such as a knowledge base, content management system, or document storage implementation) or new rules on how to use the existing knowledge. It then becomes a new island of automation – deployments that are disconnected from the rest of the setup and must be supported and maintained independently, thus increasing the costs and efforts of using Knowledge Management.”
To nicely illustrate the paper “Six Steps to Knowledge Management Nirvana,” we created this infographic highlighting how organizations should change their approach to Knowledge Management in the collaborative enterprise.
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