Chapter 4: Best practices in KM

Identifying relevant knowledge

Simply compiling a list of questions and answers isn't enough. Filtering valuable knowledge from irrelevant information is challenging.

Focus on real problems employees face.

Use specific scenarios like "resetting a locked-out admin account."

Measuring KM success

While KPIs can provide some insights, the intangible nature of knowledge makes it difficult to assign a concrete value.

Track qualitative data like satisfaction and ticket reduction.

Measure self-service rates and employee satisfaction.

Ensuring knowledge accessibility and quality

Poorly organized or outdated KBs reduce usefulness.

Assign a manager to maintain content and structure.

Tag articles with keywords for easy searchability.

Improving employee contribution

Employees may hesitate to share knowledge.

Use rewards and emphasize a KMS’s efficiency benefits.

Recognition programs for knowledge contributions.

Selecting the right KM tools

A poorly chosen KM tool can hinder rather than help knowledge sharing.

Organizations should invest in a user-friendly platform that integrates with existing IT systems.

Opt for the tool that provides features like version control, collaboration capabilities, and security controls to protect sensitive information.

Protecting sensitive information

Sensitive data in KBs needs strict access controls.

Use role-based access and conduct regular audits.

Limit sensitive data access and perform security checks.

Strategic knowledge preservation

Prevent losing knowledge during transitions.

Hold regular knowledge sharing sessions.

Capture insights in a centralized repository.

Enhancing cross-functional sharing

Siloed departments slow collaboration.

Host cross-department workshops.

Workshops help employees understand other teams' roles.

Interactive knowledge capture

Static KBs don’t engage users well.

Use AI chatbots and host expert Q&A sessions.

AI chatbots for quick answers; sessions for deep learning.