What is Knowledge Management?
Knowledge Management is the practice of managing and sharing knowledge within an organization.
Knowledge is often divided into silos within organizations, which can result in the loss of the knowledge foundation needed to be creative across organizational disciplines. Knowledge Management is the management of knowledge. Knowledge Management is a step in breaking down barriers that can hold back employees' creativity and problem-solving. With knowledge management, it is ensured that employees have the right knowledge at hand, in exactly the situation where it is needed.
Knowledge Management is about: The right knowledge, to the right person, at the right time, on the right channel.
A knowledge solution gathers your knowledge for all channels in one place, and in this way you fully achieve knowledge management in the best possible way.
What is knowledge?
There is a difference between knowledge and information. Knowledge exists as a long series of information placed in a given context and is therefore dependent on the people who receive and work with knowledge. It is therefore important for working with knowledge to realize that knowledge is not 100% controllable, as knowledge depends on context. What contributes to forming the basis for how information is transformed into knowledge for the individual person depends on what that person brings in terms of experiences and opinions. We are therefore not 100% able to control knowledge.
Data
Objective facts that do not have relevant meaning in themselves.
Information
Data that has been processed and now aims to inform the reader and thereby change their status.
Knowledge
Information placed in context based on facts and meaning – this is where data and information become actionable. This is where knowledge becomes Knowledge Management.
Why Knowledge Management?
Knowledge Management is an effective means of supporting business strategy, ensuring coherence, efficiency and correctness. Knowledge Management enables the work of collecting knowledge in the organization, organizing knowledge in systems so it is easy to find for the right employees and customers, distributing knowledge to the right people and supporting a common meaning system in the organization.
The goal is to divide and organize knowledge logically, and to facilitate knowledge in the most effective way. This work with knowledge is what we call Knowledge Management. Only when the right framework for knowledge is established is there a basis for further digitalization of knowledge. As soon as Knowledge Management is in place in the company, it is visible in the results.
Knowledge Management for service center use
Many companies experience problems communicating their knowledge to customers. This can be a major challenge, as the company's knowledge is essential for customers. It is often seen that the company's knowledge and information about a topic is spread across multiple platforms, that knowledge is difficult to access, and that individual employees possess knowledge that is not available to other employees who need the same knowledge. This can result in poor customer service in the form of longer response times for customers, frustrated employees, wasted time, and customers not getting concrete answers to their questions and therefore seeking answers elsewhere. Knowledge is the key to a great customer experience. Customer service is about helping your customers quickly and efficiently on all channels. This requires extensive knowledge sharing. Knowledge is best distributed to the right people when Knowledge Management is in place. The right knowledge, for the right customer situation, on the right channel.
Responza Knowledge helps companies concretize knowledge and provides a solution for Knowledge Management. This way, employees become experts in your specific knowledge and can share knowledge with customers. The solution is designed based on how people work with knowledge. Knowledge Management powers the use, maintenance and distribution of knowledge.
What is best practice Knowledge Management?
Best practice Knowledge Management is a process known for producing good results continuously. With the best practice process, your company becomes experts in your own knowledge. To begin with, it is about getting control of knowledge and creating a knowledge foundation for Knowledge Management. A knowledge solution is a system that in an easy and intuitive way supports working with knowledge according to the following four best practice processes:
Collection and production of knowledge
Management and processing of knowledge
Distribution of knowledge across all portals/channels
Improvement of knowledge based on automatic feedback and management information the solution delivers.
What does it take to succeed with Knowledge Management?
The whole idea that knowledge should be organized, distributed and support the knowledge management discipline – all of that is supported by Responza Knowledge. At the same time, Responza Knowledge with APIs and good integration options provides the ability to easily connect AI and ML to your organized knowledge. And then there is another thing we haven't talked about – the amount of information! Information as a resource has exploded in volume over time. We don't necessarily believe that it's about collecting 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 Management system, there are also four essential principles that apply to successful knowledge sharing.
Our unique implementation concept
It is said that 39 out of 40 knowledge sharing projects fail because people don't know how to start and finish. We have operationalized knowledge sharing in an implementation concept that we know works.
Our implementation concept for Knowledge Management in your company ensures that the solution is sustainable and can be run independently by the company and employees. Knowledge solutions for customer service centers can be aimed at employees in the customer service center or at both customers and employees. Regardless of how a knowledge solution makes sense for you, the key point is to ensure that Knowledge Management, i.e. working with knowledge, is in focus. If focus on maintenance, updating and expansion of knowledge is not maintained, knowledge will become stale and unusable. To ensure that knowledge is always at the center of the solution, the underlying knowledge organization must be in place after implementation, and you must have a dedicated knowledge manager who maintains the solution.
Implementation of the Knowledge Management system consists of the following phases:
Vision & organization
This step ensures effective and synchronized governance as well as project delegation with a clear framework and direction.
Knowledge Management in your practice
Establishing practice around your knowledge and solution management. Planning and detailing are in place. Governance implemented in practice with Knowledge Management routines.
Knowledge in the solution
Knowledge sources are identified. Content and content types in the solution are specified, and collection is mapped and planned. Target groups and their usage are clarified.
Configuration
The solution is designed and configured. Article design is found and validated against target groups. Super users and knowledge managers are trained.
Calibration
Ensuring the knowledge solution is adapted to use and any new strategy, new practice or organization – across all channels and interfaces.
Through these five phases, we ensure that you are well equipped for knowledge sharing and Knowledge Management. When you are self-sufficient, you achieve the best results for both employees and customers.