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The Path to KM Enlightenment

The Path to KM Enlightenment How to Reach Nirvana? Nirvana. The perfect peace of the state of mind. The place where problems don't exist. Knowledge Management. The antithesis of Nirvana. The average organization today has many implementations of Knowledge Management varying in size and complexity. There are simple implementations, with limited knowledge sources and virtually no maintenance required; there are highly complex ones managing multiple repositories of knowledge and functions. Is there a way to solve some of those problems? To appease the chaos? To move closer to a state of Nirvana for Knowledge Management? Begin the Journey Start Vendors Partners Customers 1. Federate Knowledge Knowledgebase There isn't a single entity or person that has all the knowledge. Each contributing entity must build and maintain their own knowledge growing the quantity and quality of available knowledge through the organization. Knowledgebase Social Media Self-service 2. Build Cross Channel Support Email Chat Phone As customers demand better experiences across all channels, it becomes a struggle to provide equal outcomes across them to match their expectations. A flexible Knowledge Management solution that can provide the same knowledge to all channels is the basis of success. Knowledgebase 3. Remove Barriers to Innovation & Contribution The traditional model for organizations, calls for a "firewall", a barrier to be built between the organization's internal operations and the customers. Building a better infrastructure that makes both sides of the "firewall" communicate better, is a core element of growing a better solution for Knowledge Management. expert 4. Find & Use Subject Matter Expertise & Communities A corollary to no single entity having all the information is to be able to find, attract, retain, leverage, and reward the communities and Subject Matter Experts that can fuel the generation and management of the knowledge necessary. 5. Build a Collaborative Infrastructure Certainly the advent of the Social Customer has changed things for organizations, and Knowledge Management systems are no exception. The Customer Interaction Hub meets the need of a more vocal customer, the one that is used and ready to collaborate with chosen vendors and suppliers to build better solutions and more innovative products and services. 6. Repeat When Successful, Retry When Not Advanced It bears repeating that Knowledge Management is not a destination, rather a journey. This journey means that is iterative, and grows from successes and failures it may find along the way. No single implementation has ever been 100% successful from the beginning, although most (if not all) of those implementations have contributed to the long-term success of the initiative. Congratulations, You've Reached Nirvana! Finish! The iterative journey towards better Knowledge Management. Are you ready? Authored by ThinkJar – Sponsored by Moxie Software, Inc.

The Path to KM Enlightenment

shared by youcom on Jan 25
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Knowledge management seems to be the antithesis of Nirvana. This infographic provides step by step instructions on actions to take to make the knowledge management process smooth and successful.




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