Shape practical approaches to knowledge management
Knowledge sits at the heart of organisational success and sustainability, supporting service delivery, informing decision-making and empowering AI solutions.
We will work pragmatically with you to deliver tangible outcomes that address immediate needs and support strategic priorities.
How we can help
Employee research
Using holistic employee research, particularly in field and frontline environments, we inform knowledge management approaches.
Information architecture for KM
Metadata and taxonomies are a vital foundation for knowledge management, and we apply best practice approaches to their creation and management.
Knowledge management strategy
We create effective KM strategies that are grounded in the realities of how organisations operate and the processes that are in place.
KM in SharePoint
We help teams utilise SharePoint as a powerful and flexible platform for managing knowledge in a structured way, surfacing it for easy findability and use.
Information management practices
We help establish pragmatic information management practices that work with employee behaviours, while aligning with enterprise priorities.
AI for KM
We work with teams to identify where AI capabilities can help to overcome key knowledge management challenges and deliver enhanced user experiences.
Employee research
Holistic employee research is the foundation for all successful KM projects. We engage with a wide range of staff, particularly those in client-facing or field environments, using a mix of research techniques.
We gather a clear understanding of current practices, needs and points of pain and then align this with business priorities to shape a set of practical insights and recommendations.
Information architecture for KM
The same user experience (UX) principles apply to KM as they do to any other solution: designs must be easy to use and information easy to find. Metadata and taxonomies must also be guided by user behaviour.
We apply techniques such as usability testing and tree testing as part of knowledge management projects, to ensure that hoped-for benefits are delivered.
Knowledge management strategy
Knowledge management needs to be more than a set of abstract principles, or a sprawling strategy document that sits on the shelf.
From a starting point of understanding employee needs, we work with key stakeholders to identify short and long term objectives. From these we create a meaningful KM strategy that guides tangible outcomes.
KM in SharePoint
Some of the strongest (but often under-utilised) features of SharePoint relate to managing information, including lists, libraries and managed metadata.
Guided by business priorities and UX principles, we help teams shape effective SharePoint-based solutions for managing information and knowledge.
Information management practices
As outlined in our seminal article 10 principles for effective information management, IM approaches will only be successful when they work within the messy realities of modern organisations.
Avoiding dogmatic approaches, we work with organisations to take a solution-oriented approach to information management, aligned to long-term objectives and priorities.
AI for KM
The easiest aspect of KM solutions is often gathering together a repository of information; it’s much harder to ‘close the loop’ and have this knowledge used in practice.
We work with teams to examine every element of knowledge management practices to identify where AI can help to overcome challenges, or to deliver better outcomes.
How we can work with you
Consulting
Our team of senior consultants stand ready to help you deliver an end-to-end project, or to dive into key activities, creating practical deliverables that draw on our decades of experience.
Mentoring and coaching
We can help teams succeed by acting as a trusted advisor and coach, putting you in control of when to draw on our deep knowledge and expertise.
Forum membership
The Step Two Forum provides a safe space for peers to share their experiences and learn from others, building team capabilities.
Further reading
View all
How to target enterprise AI agent/bot deployment
Knowledge management isn’t dead, it’s more important than ever!
Share knowledge with communities of practice
It’s time to put the focus back on frontline knowledge
Intranets for call centre staff
‘Knowledge sharing’ should be avoided
Developing a knowledge management strategy
Knowledge management for front-line staff
Staff interviews as simple knowledge mapping
What sets us apart
Unrivalled knowledge
For more than three decades we’ve been advancing the fields in which we work and we give you the full benefit of this experience.
Pragmatic support and advice
We are focused on helping you succeed, regardless of what step of the journey you’re on.
Trusted track record
We’ve delivered hundreds of client engagements across every industry, around Australia and internationally.
Sustained commitment
Our unwavering passion has been to foster the global community and lift the knowledge of every team through our Step Two Forum, DEX conferences and the Intranet & Digital Workplace Awards.