Information is organized into easily accessible formats through the use of a knowledge management system, helping companies organize documentation, frequently asked questions, and other information both internally and externally.
Maintaining up-to-date documentation, assisting customers in finding their own answers, and managing user permissions and knowledge access can be accomplished by using knowledge management software. As a useful tool, it’s suitable for both new businesses and global enterprises wishing to spread their knowledge to a broad audience.
Getting started with knowledge management systems and more insight on how to utilize them can be found here. Below is an overview of everything you will be learning:
Knowledge Management: What is it?
Identify, gather, store, evaluate, and share the valuable information that businesses produce every day in order to succeed. In this process, answers to commonly (and not so frequently) asked questions are compiled and presented in a way that is understandable, such as articles, videos, and images.
Getting in a car every time we wanted to cross town would be a rare event if we had to reinvent the wheel every time. We repeat the same issues within our businesses over and over again, so why do we feel the need to reinvent the wheel every time? Why not have an answer ready to share before you ask?
In contrast, if you relegate all that knowledge to a chaotic word document, nobody will be able to update it or find it. Like a library catalog, knowledge management makes it easy to find exactly the right books on the right shelves to answer your questions (and even records when they were last checked out!).
Customer support agents and customers can easily access accurate answers to common questions when knowledge is managed effectively. Having answers from colleagues who have already been there enables your team to act consistently and confidently. Rather than reinventing the wheel with every customer inquiry, you can draw on previous knowledge.
How Should Knowledge Management Include Different Types Of Knowledge?
Knowledge can be gathered in three ways:
Explanatory Knowledge
Articles on this sort of knowledge should be documented because it’s usually not difficult to do so. In other words, it consists of a description or a series of steps used to accomplish something. Some examples of this would be clothing measurements and fabric information, or how to change your login information in a software program. Consult your experts for explicit knowledge
Implicit Knowledge
From explicit knowledge, customers need to make inferences about this. Customers are required to interpret explicit knowledge, such as the above description, or general knowledge in order to accomplish their goals. It could be knowing how to combine software features to achieve a business requirement or finding out if a particular material is waterproof. Document the customers’ use cases and figure out how other knowledge can be combined to achieve them
Tacit Knowledge
A lot of context and practice are typically required to acquire this type of knowledge. You might realize that a particular brand of shoes does not provide enough arch support during an emergency. Tactics are often specific and require individual testing, making them difficult to gather. Develop a larger training content by bringing in specialists and senior staff members to introduce complex ideas.
The explicit knowledge of what apples, cinnamon, flour, and sugar are is the explicit knowledge of what they are. What is implicit is that they are able to be combined into a pie. The tacit knowledge of how to make the most delicious pie is knowing the exact mixture of ingredients.