ISS120 - Knowledge Management

Knowledge Management

The process of identifying, organizing, storing, and disseminating information
within an organization

The Core Problem of KM

When knowledge is hard to find, it costs
businesses valuable time and money spent searching instead of doing. (What is this)

The Goal of KM

To improve operational efficiency and enable faster, better decision-making. (What is this)

Knowledge Base

a centralized place to store and easily
access information.

Tacit Knowledge

Gained through experience
and intuition, and is difficult to articulate and
codify.

Examples: Leadership skills,
language, facial recognition.

Implicit Knowledge

The "know-how" embedded in
processes. Not yet documented, but can
be codified. Often exists as tribal
knowledge within teams.

Explicit Knowledge

Formally documented and
easily shared. The most well-known type of
knowledge.

Examples: Manuals, reports,
databases, case studies.

Knowledge Creation

The first phase of the Knowledge Management process. “Identify and document existing or new knowledge to be circulated.”

Knowledge Storage

The second phase of the Knowledge Management process. “Use an IT system (like a knowledge base) to host and structure organizational knowledge.“

Knowledge Sharing

The third phase of the Knowledge Management Process. “Communicate processes and encourage sharing across the organization. Culture is key to the speed and success of this stage.”

Document Management Systems

Centralized storage for digital
documents (PDFs, images,
etc.). Enhances workflows with
easy retrieval of "lessons
learned."

Content Management Systems (CMS)

Manages web content (audio, video, text) for editing and publishing. More media-focused than Document Management Systems.

Intranets

Private organizational
networks for sharing tools
and processes. Provides groupware services
(directories, search) to
facilitate collaboration.

Wikis

Easy-to-use tools for uploading and editing information. Risk: Can be updated with incorrect or outdated information if not
governed.

Data Warehouses

Aggregate data from different
sources into a central store.

Supports data analysis, AI, and
machine learning.

Empowers data-driven decision-
making.

Strategy for Success: Foster a Knowledge-Sharing Culture

• Leadership must reward and encourage knowledge sharing.
• Builds trust and open communication, creating a "learning organization."

Strategy for Success: Create Communities of Practice

• Forums for employees in specific disciplines to ask questions and share
knowledge.
• Increases the number of subject matter experts and reduces dependency
on single individuals.

Knowledge Management in Action: Onboarding Employees

Reduces the learning curve by providing useful information on-demand,
not just in a initial "data dump."

Knowledge Management in Action: Day-to-Day Employee Tasks

Gives employees access to accurate answers, allowing them to spend
less time searching and more time on value-driven work.

Knowledge Management in Action: Self-Serve Customer Service

Allows customers to find answers themselves, decreasing support costs
and increasing satisfaction.