Introduction to Knowledge Management

1. Gathering Knowledge

2. Organizing Information

3. Sharing and Working Together

4. Easy Access

5. Keeping Information Up-to-Date and Measuring Success

5 step process of Knowledge Management

Gathering Knowledge

A step in Knowledge Management that is about finding and collecting new and important information. It can be done through talking with experts, writing things down, and sharing knowledge in meetings.

1. Finding Knowledge Sources

2. Capturing Tacit and Explicit Knowledge

3. Creating and Documenting Knowledge Assets

3 ways of Gathering Knowledge

Finding Knowledge Sources

A process in gathering knowledge of identifying where valuable information comes from both inside and outside your organization.

1. Internal Sources

2. External Sources

3. Networks

4. Existing Documentation

5. Self-Identification

5 knowledge sources for gathering knowledge

Internal Sources

A knowledge source that refers to experienced employees, special teams, and subject matter experts.

External Sources

A knowledge source that refers to industry experts, consultants, research institutions, publications, and conferences.

Networks

A knowledge source that uses informal networks and communities within the organization for knowledge sharing.

Existing Documentation

A knowledge source that reviews current documents and databases

Self-Identification

A knowledge source that encourages employees to identify themselves as knowledge sources and conduct knowledge audits

Capturing Tacit and Explicit Knowledge

A process in gathering knowledge where you gather personal experiences through interviews and observations and written facts through documents and databases.

personal experiences interviews and observations

What is considered tacit knowledge?

written facts through documents and databases

What is considered explicit knowledge

categorization, tagging, indexing

Tacit and explicit knowledge should be organized using 3 methods for easy access and sharing

Creating and Documenting Knowledge Assets

A process in gathering knowledge where captured knowledge is converted into structured assets

1. Codify Knowledge

2. Set Documentation Standards

3. Create manuals

3 steps to creating and documenting knowledge assets

Store and share knowledge assets in centralized repositories

How do you implement accessibility when creating and documenting knowledge assets?

Organizing Information

A step in Knowledge Management where information is organized and categorized. This means putting it into different groups or sections so it’s easy to find and use

1. Organizing and Classifying Knowledge

2. Create a Knowledge Base (Repository)

Two steps in Organizing Information

1. Content Analysis

2. Category Creation

3. Hierarchy and Metadata

4. Categorization

5. Connections

6. Regular Updates

7. User-Friendly System

7 practices for Organizing and Classifying Knowledge

Content Analysis

A practice where the main topics are identified when categorizing knowledge

Category Creation

A practice where categories and subcategories are created when organizing information

Hierarchy and Metadata

A practice in Organizing Information where structure is developed and metadata is defined.

Categorization

A practice in organizing information where knowledge assets are placed in relevant categories.

Connections

A practice when organizing information where related knowledge assets are linked.

Regular Updates

A practice for organizing information where categories are continuously reviewed and adapted.

User-Friendly System

A practice for organizing information of designing an easy-to-use system for navigating knowledge databases.

Creating a Knowledge Base (Repository)

A step in Organizing Information of building a digital library for storing information.

1. Determine Requirements

2. Select a platform

3. Design the structure

4. Set access permissions

4 Steps to creating a knowledge base when organizing information

1. search functionality

2. Collaboration features

3. Continuous maintenance

3 Features that should be included when creating a knowledge base / repository

Sharing and Working Together

A step in the process of Knowledge Management that states it is important to share knowledge among employees, either through online forums, team meetings, or special software that helps people work together and share info.

online forums, team meetings, special collaboration software

Three ways knowledge can be shared among employees

1. Facilitate Knowledge Sharing Platforms

2. Promote Collaboration and Communities of Practice

3. Implement Social Learning Tools

3 Facets to Sharing and Working Together

Tools, Groups, Encouragement

3 aspects to Faciliting knowledge sharing platforms

foster a culture of teamwork and knowledge sharing

Promoting Collaboration and Communities of practice means to…

Leadership support

To promote collaboration and communities of practice, get leaders involved and set examples.

Groups

To promote collaboration and communities of practice, create expertise-sharing groups.

Spaces

To promote collaboration and communities of practice, provide spaces for team discussions

collaboration skills

To promote collaboration and communities of practice, regularly train employees on…

1. leadership support

2. groups

3. spaces

4. training

4 aspects to promoting collaboration and communities of practice

Easy Access

A step to Knowledge management where the goal is to make sure everyone who needs the information can get to it quickly.

1. search tools

2. easy-to-use websites

3. databases

4. FAQ sections

4 Ways to implement easy access to information

1. Tools

2. Filters

3. Security

3 parts to implementing effective search systems for finding information

full-text

When creating effecting search systems, choose search tools and implement… searches.

filters and tags

When creating effective search systems, use …. and … for better sorting.

secure, improving

Ensure the search system is … and always…

Applying Metadata and Tagging

Organizing information with labels and tags for easy sorting

metadata, regularly

Set standards for …. and update them …

knowledge portal

To enable self-service knowledge access, set up a …. with easy navigation and personalized recommendations

user-friendly

For easy access, employees should be provided … ways to find information.

up-to-date

Information and the knowledge base should be regularly kept…

guidelines, updates on loan policies, tools for calculating loan risks

PiXELL River Financial has a system where their employees can find everything they need to know about processing loans. This system includes…

knowledge gaps

Companies should identify …. to determine what information is missing, by looking at company goals and current knowledge

set improvement goals and encourage ongoing learning

To continuously improve and evaluate knowledge processes, companies should regularly…

1. set review times

2. assign managers

3. ensure quality

4. get feedback

5. monitor usage

5 processes to reviewing and updating knowledge assets