Call centre staff have important information needs that greatly influence the quality of customer service provided.

Users are not all the same, and do not have the same needs. A key principle is therefore: you can’t usefully deliver information to users you haven’t personally met.

Determining what an intranet is actually for involves gaining an in-depth understanding of staff (and organisational) needs and issues.

A successful knowledge management strategy must identify the key needs and issues within the organisation, and provide a framework for addressing these.

Stakeholder interviews are a very effective way of gaining an understanding of an organisation, and can be considered a form of ‘knowledge mapping’.