The best path to knowledge sharing
Knowledge sharing is about sharing knowledge and breaking down barriers between disciplines. It means giving employees the right knowledge to solve challenges. A knowledge solution gathers the company's knowledge in one place and makes it available across all channels.
"Responza Knowledge cracks the code on internal knowledge sharing once and for all, so your collective intelligence is strengthened."
Martine Koehler Andersen, Founder & CEO at Responza Knowledge
What is knowledge sharing?
Knowledge sharing is fundamentally about what the words so neatly say. Sharing knowledge. When knowledge is divided into silos, you lose the knowledge foundation needed to be creative across organisational disciplines. Knowledge sharing is the management and processing of the knowledge you have as a company. Knowledge sharing breaks down the biggest barriers that suppress your employees' creativity and problem-solving. It is about ensuring that employees have the right knowledge at hand so they can create the most beneficial solution to the challenge they are facing.
In other words, knowledge sharing is about making the right knowledge available to the right person, on the right channel.
To achieve the best method of knowledge sharing, you can use a knowledge solution. A knowledge solution gathers your knowledge for all channels in one place.
What is knowledge?
There is a difference between knowledge and information. Knowledge exists as a series of pieces of information placed in a given context and is therefore dependent on the people who receive and work with it. It is therefore important when working with knowledge to recognise that knowledge is not 100% controllable, since knowledge depends on context. What helps shape how information is turned into knowledge for the individual depends on what that person brings with them in terms of experiences and opinions. We are therefore not 100% able to control knowledge.
Why knowledge sharing?
Knowledge sharing is an effective means of supporting business strategy, ensuring efficiency as well as coherence and accuracy. Knowledge sharing makes it possible to work with, among other things, capturing knowledge in the organisation, organising knowledge in systems so it is easy to find for the right employees and customers, distributing knowledge to the right people, and supporting a shared system of meaning in the organisation.
The goal is to have knowledge structured and organised logically, and to facilitate knowledge in the most efficient way. The work involved is what we call knowledge management on a daily basis. Only when the right framework for knowledge is in place do you have the foundation for further digitisation of your knowledge.
As soon as you have your knowledge sharing in order, it shows in the results.
Knowledge sharing targeted at service centre use
A great many companies struggle to convey their knowledge to customers. The company's knowledge is essential for the customer, but knowledge sharing is not in place. This is often seen when a company's knowledge and information about a topic is spread across multiple platforms, when knowledge is hard to access and/or when only a few employees know the answer and the rest constantly need to ask for help. This can result in poor customer service in the form of longer response times for customers, frustrated employees, wasted time, customers not getting concrete answers to their questions and therefore looking for answers elsewhere. Knowledge is the key to a good customer experience. Customer service is about helping your customers quickly and effectively across all channels. That requires comprehensive knowledge sharing. The right knowledge, for the right customer situation, on the right channel.
Responza Knowledge helps companies make knowledge concrete and provides a solution for knowledge sharing. This way, employees become experts in your specific knowledge and can share knowledge with customers. The solution is uncompromisingly designed based on how people work with knowledge. Knowledge sharing brings the use, maintenance and distribution of knowledge to a whole new level.
What is best practice knowledge sharing?
Best practice knowledge sharing is a process known to consistently produce good results, making your company experts in your own knowledge. It all starts with getting your knowledge in order and creating a knowledge foundation for sharing. A knowledge solution is a system that, in an easy and intuitive way, supports the work with knowledge through the following four best practice processes:
Knowledge capture
Collection and production of knowledge
Knowledge Management
Administration and processing of knowledge
Knowledge distribution
Distribution of knowledge across all portals/channels
Continuous improvement
Improvement of knowledge based on the automated feedback and management information the solution delivers.
Captured knowledge is continuously expanded by moving through the visual process above. The content of the articles can be made externally facing, helping create a cost-effective knowledge base because knowledge is maintained in only one place.
Knowledge must be continuously updated so that the knowledge management process is always in motion. A prerequisite for this is that knowledge is shared and accessible to all relevant parties. To achieve the best knowledge sharing, you can use a knowledge solution. For a knowledge solution to support an efficient workflow, it must be able to capture learning about usage and the usefulness of knowledge sources. Responza Knowledge is a knowledge solution that supports working with knowledge according to best practice.
What does it take to succeed with knowledge sharing?
Knowledge must be organised, distributed and support the knowledge sharing or knowledge management discipline – all of which Responza supports. At the same time, with APIs and strong integration capabilities, Responza makes it easy to apply AI and ML to your organised knowledge in Responza. And then there is one more thing we have not addressed – the volume of information! Information as a resource has exploded in volume over time. And we do not necessarily believe that the goal is to gather as much knowledge as possible. We believe in: The right knowledge, in the right place, at the right time.
In addition to a sustainable and user-friendly knowledge sharing system, there are four essential principles that apply to successful knowledge sharing.
It is said that 39 out of 40 knowledge sharing projects fail because people don't know how to start and finish. We have operationalised knowledge sharing in an implementation concept that we know works.
Our implementation concept for knowledge sharing in your company is designed to ensure that the solution is sustainable and can be run independently going forward by the company and its employees. Knowledge solutions for customer service centres can be aimed at the employees in the customer service centre or at both customers and employees. Whether the knowledge solution is external/internal or only internal, the crucial point is that the work with knowledge stays in focus. If you don't maintain focus on maintenance, updating and extension of knowledge, the knowledge will silt up and become unusable. To ensure that knowledge remains at the centre of the solution, the underlying knowledge organisation must be in place after implementation, and you must have a dedicated knowledge manager who looks after the solution.
Implementing the knowledge sharing system consists of the following phases:
1.Vision & organisation:
This step ensures effective and synchronised governance as well as project delegation with a clear framework and direction.
2.Knowledge sharing in your practice:
Establishing the practice around your knowledge and solution management. Planning and detailing are in place. Governance is put into practice with knowledge sharing and Knowledge Management routines.
3.Knowledge in the solution:
Knowledge sources are identified. Content and content types in the solution are specified, and capture is mapped and planned. Audience groups and their use are clarified.
4.Configuration:
The solution is designed and configured. Article design is identified and validated against audience groups. Super users and knowledge managers are trained.
5.Calibration:
Ensuring the knowledge solution is adapted to use and any new strategy, practice or organisation – across all channels and interfaces.
Through these four phases we ensure that you are well prepared for knowledge sharing and Knowledge Management. Once you are self-sufficient, you achieve the best results for both employees and customers.