Collaboration tools are vital, but left unmanaged, their spread can be anti knowledge sharing.
Articles tagged: knowledge management
CMb 2007-03
There are no “KM systems”
Organisations should abandon the search for ‘knowledge management systems’, and focus more closely on the specific capabilities required.
CMb 2005-21
Good search is knowledge management
Beyond just helping staff to ‘find stuff’, search can play a valuable role in meeting broader knowledge management goals.
CMb 2005-07
Two types of in-bound call centres
In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.
CMb 2004-19
KM for consistency and innovation
This briefing contrasts the role of knowledge management in supporting both innovation and consistency.
CMb 2004-16
‘Knowledge sharing’ should be avoided
While ‘knowledge sharing’ is a common goal for KM projects, it is often neither meaningful or effective.
AUGUST 2004
Developing a knowledge management strategy
A successful knowledge management strategy must identify the key needs and issues within the organisation, and provide a framework for addressing these.
MAY 2004
Intranets and knowledge sharing
The intranet can serve as a platform for knowledge management initiatives, via approaches such as collaborative environments, staff directories, wikis and weblogs.
AUGUST 2003
Knowledge management for front-line staff
The front-line environment must be understood when implementing knowledge management initiatives.
CMb 2003-14
Selecting staff for stakeholder interviews
This briefing focuses on who to select for stakeholder interviews. It provides some general guidelines, and lists some areas of the organisation to involve.
CMb 2003-13
Stakeholder interviews as simple knowledge mapping
Stakeholder interviews are a very effective way of gaining an understanding of an organisation, and can be considered a form of ‘knowledge mapping’.
FEBRUARY 2003
Metrics for KM and CM
Metrics are an effective way of setting project targets, assessing success, and tracking ongoing health. This article summarises a range of practical KM and CM-related metrics.
JULY 2002
Benefits of a KM framework
There are considerable benefits to be obtained from the knowledge management frameworks, for both the KM community and businesses.
MAY 2002
Using usability to direct KM systems
KM has much to learn from usability, which can provide many useful starting points for structuring and managing KM projects.
FEBRUARY 2002
Knowledge management for call centres
Call centres are growing rapidly. They are also confronted with many challenges, and KM has much to offer in overcoming these difficulties.