What is knowledge management?

Knowledge management (KM) is the process of organizing, creating, using, and sharing collective knowledge within an organization. Successful knowledge management includes maintaining information in a place where it is easy to access, like a wiki or employee intranet.

Regardless of the tool you choose, only a few initiatives are able to truly transform how an organization operates, and knowledge management is one of them.

Types of knowledge management

Knowledge is one of your organization’s most valuable assets. Storing, growing, and sharing that knowledge is critical to any enterprise.

When looking at it from this perspective, knowledge management's meaning includes the process that helps you acquire, organize, and share:

• Explicit knowledge (knowledge that is easy to write down and share)
• ‍Implicit knowledge (applied knowledge)
• Tacit knowledge (knowledge gained from personal experience)
• Declarative knowledge (static knowledge that is specific to a topic)
• Procedural knowledge (knowledge that focuses on the 'how')
• A Posteriori knowledge (subjective knowledge gained from individual experience)
• A Priori knowledge (knowledge gained independent from evidence)

‍Learn more about the different types of knowledge management.

Knowledge management process

At the highest level, a knowledge management process is the way in which a business manages knowledge, from its creation through to its organization methodology, to how it then continues to make sure it’s shared out.

1. Knowledge creation. Knowledge creation starts with knowledge acquisition. This knowledge may come from many sources, including employees within an organization or outside individuals that are brought in for knowledge or expertise on a specific subject. As knowledge is acquired, the next step is to understand what knowledge will be used for, how it will be applied and where it’s applicable.
2. Knowledge organization. The knowledge must then be structured in a knowledge management system for future use. This knowledge must not only be organized, but it also needs to include security features so that knowledge can be accessed by authorized personnel when needed. This knowledge organization process is an important part of knowledge management because without it, knowledge becomes disorganized and has no structure, making it difficult or impossible to find in the future when knowledge is needed.
3. Knowledge sharing. The knowledge organization process is completed by knowledge sharing. This knowledge sharing includes everything from knowledge training to knowledge exchange, where knowledge can be acquired or enhanced through knowledge discussions with other employees in an organization.

All of these aspects work together to make up a knowledge management process, which promotes collaboration and information sharing.

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Get a deeper dive into KM processes and learn how to get the knowledge management process started at your company.‍

How a knowledge management system helps organizations

When an organization is able to easily access, share, and update business knowledge, it can become more productive and cost-efficient. The ability to access the right knowledge at the right time, via a robust knowledge management system, informs accurate decision-making and stimulates collaboration and innovation.

Benefits of a knowledge management system

The more effectively and efficiently a company shares its information with its employees, the better the business will perform. The benefits of knowledge management include:

• Faster decision-making
• Efficient access to knowledge and information
• Increased collaboration and idea generation
• Enhanced communication throughout your organization
• Improved quality of information and data
• More security for intellectual property
• Optimized training

Will knowledge management improve work performance?

A McKinsey Global Institute Report indicates that a robust knowledge management system can reduce information search time by as much as 35 percent and raise organization-wide productivity by 20 to 25 percent. Findings culled from the International Data Corp also corroborate the value of a knowledge management system, highlighting that Fortune 500 companies lose roughly $31.5 billion a year by failing to share knowledge.

As your enterprise grows, so too will the need to access a reliable knowledge database in order to effectively run your business, serve your clients, and increase revenue. Without a knowledge management system in place, your employees will be forced to learn and relearn processes and information. That’s an inefficient and costly practice. Plus, you may also run the risk of losing those processes or information if a knowledge leader or legacy employee leaves your company.

What does a knowledge manager do?

A knowledge manager is responsible for ensuring employees have easy access to the essential information they need to be productive. They ensure organizational memory stays with the company and deliver faster time-to-value for people who are taking on new responsibilities. Knowledge management improves profitability and the knowledge manager establishes the processes and procedures for how knowledge is stored and shared throughout the organization. In many cases, they also maintain a single source of knowledge software. 

Knowledge managers have crucial roles in data- and knowledge-driven companies. They are at the helm of providing each individual employee with the information needed to work well and boost overall efficiency. It’s common for knowledge managers to set the tone for a culture of knowledge storage and sharing throughout their organization, making sure the right knowledge gets to the right people without the risk of information overload. 

Why is knowledge management important?

Done well, knowledge management streamlines company knowledge, making it accessible and actionable for everyone in the organization. With a good knowledge management system, your entire company can say goodbye to lost or siloed information. A company that fosters a knowledge-sharing culture is one that creates an adaptable, aligned, engaged, resilient, and high-functioning team. 

1. Increases efficiency and productivity

Think about all the hours wasted searching through multiple systems trying to find the information you need. Was it in chat, a document, or email? When you do find that information, how do you know it's correct when company knowledge is scattered across all these systems? And when do people who are constantly interrupted actually get key work done? 

A knowledge management system aims to create a single, reliable source of truth where everyone can go to find the information they need without conducting multiple searches in several sources or constantly interrupting essential personnel with repeat questions. A great knowledge management tool makes a night and day difference in operational efficiency, saving service and IT teams time and driving more revenue for the organization.

2. Enables informed decision-making

Decisions should never be made in information silos. A company that has knowledge transparency across the entire organization ensures that everyone is working with the same information and toward the same goals. It unites all employees, making sure they have all the information they need to make the best decisions possible. 

3. Reduces duplicate or outdated information

After you’ve spent time searching for information and finally found it, how can you tell that it's the most reliable and recent information? When company information lives across multiple systems, you run the risk of making decisions or referencing information that isn’t accurate. A single source of truth like Guru creates a space for reliable information to live so you can adapt faster and keep resilient without the risk of using outdated information.

4. Prevents company silos

Good knowledge management removes the risk of information silos and encourages a culture of transparency and communication. An information silo is when information is only known to one person or team, potentially preventing other departments from knowing the information they need to collaborate effectively. Managing knowledge effectively ensures everyone has access to the knowledge they need to work in alignment with company goals and stay productive.

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What kind of information is captured in knowledge management?

Information captured as part of knowledge management can include:

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Documents

• Company handbooks
• Benefits breakdown
• Product FAQs
• Holiday calendars
• Release notes

Team Data

• Strategy
• Competitor briefs
• Product development timelines
• Presentation tactics
• Works in progress
• Best practices (like how your team uses Asana or your change management process)

Organizational Data

• Org charts
• Procurement flows
• Individual contract information
• Office location and contact information
• Brand information

Organizational News

• Company media mentions
• Information technology (IT) updates
• All-hands updates
• Upcoming promotions
• NPS scores and insights
• Promotion updates

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Why knowledge management fails

In a 2015 piece for the Wall Street Journal, Thomas H. Davenport, a business analytics expert, explained that there are many reasons why KM has historically failed, but the main reasons are threefold:

1. Holding onto knowledge. Some employees may want to hoard knowledge to maintain a particular position or level of importance within a company, while others may just not have time, interest, or a place to share it. In all of these cases, information doesn't get documented, which means it can't be widely disseminated.
2. Searching is time-consuming. Når virksomheder mangler en enkelt sandhedskilde, kan informationen være spredt over for mange forskellige apps. Hvis en medarbejder ikke ved, hvor de skal kigge, eller skal kigge på for mange steder for et svar, kan de simpelthen stoppe med at kigge og begynde at stole på kolleger for hurtigt at få dem svar.
3. Informationen er forældet. Hvis processerne for videnstyring primært bruges til dokumentlagring i stedet for videnanvendelse, prolifererer gammel information, hvilket gør det ekstremt svært at finde det rigtige svar. I dette tilfælde stopper medarbejderne igen med at stole på vidensbasen.

Ofte stillede spørgsmål om videnstyring

Hvordan kan videnstyring fremme organisatorisk læring?

Vidensadministration kan fremme organisatorisk læring ved at skabe en vidensdrevet kultur, hvor nysgerrighed og åbenhed over for ny information er en central del af en virksomheds driftsstruktur.

Hvordan kan videnstyring implementeres?

Videnstyring kan implementeres ved hjælp af forandringsledelses metoder til at vælge en vidensbase, sætte succeskriterier og tilskynde høj adoption.

Hvem ejer videnstyring?

Hvem ejer videnstyring afhænger af virksomhedens struktur og størrelse. I mindre virksomheder kan det være alles ansvar at vedligeholde vidensbasen og tilskynde godt brug, mens store virksomheder kan beslutte at ansætte en dedikeret vidensmanager.

Hvad er vidensadministrationscyklussen?

Videnstyringscyklussen er den proces, hvormed viden indsamles, behandles og distribueres.

Hvad er vidensadministrations indflydelse på organisatorisk præstation?

Når det implementeres korrekt, kan vidensadministrations indflydelse på organisatorisk præstation være enormt gavnlig. For eksempel, i forskning om vidensdrevne virksomheder, som holder KM i kernen af deres kulturer, opnåede 94% eller ud over deres vækstforventninger i 2019.

Videnstyringsværktøjer

Her er nogle gode eksempler på videnstyringssystemer:

Dokumentstyringssystemer

Disse systemer fungerer som centraliserede digitale arkivskabe for virksomhedsdokumenter. De gør det nemt at hente dokumenter, understøtter overholdelse af regulativer og forbedrer arbejdsflow. Derudover, når et dokumentstyringssystem er forbedret med adgangskoder og backupprocedurer, forbedres dokumentsikkerheden, men det er ikke grundigt beskyttet mod uautoriseret adgang. Mange typiske dokumentstyringssystemer har funktionsbegrænsninger, så tilpassede opgraderinger kan øge omkostningerne. Denne type system fanger ikke automatisk data eller analyserer det.

Indholdsstyringssystemer

‍Indholdsstyringssystemer er ligesom dokumentstyringssystemer, men gemmer lyd, video og andre medietyper ud over dokumenter.

Databaser

En database er en computerapplikation, der giver folk mulighed for at indsamle, gemme, analysere og interagere med data. Databaser er indekseret for at gøre information mere tilgængelig. Data, der opbevares i databaser, kan være meget sikre, fordi systemet forhindrer manipulation. Dog kan de være ustabile og er ofte dyre at designe og opsætte. De kræver også et højt niveau af færdigheder for at bruge og vedligeholde.

Data warehouses

Disse virksomhedsomspændende systemer trækker data fra forskellige dele af din organisation og kan være meget effektive til rapportering og analyse. De lagrer aktuelle samt historiske data og omdanner data til meningsfuld information. Men data warehouses er typisk højt vedligeholdelseskrævende systemer, der kræver kompleks integration for at give et samlet overblik over data.

Intranets

Disse private computernetværk bygget på søgbare platforme kan give en let tilgængelig ressource til information, som forbedrer samarbejde og sociale netværk inden for din virksomhed. Men traditionelle intranets har nogle risici, herunder nem adgang for uautoriseret personale. Se hvorfor Guru er det bedste valg til et moderne medarbejderintranet.

Wikis

Disse websteder er nemme at bruge samarbejdsredskaber der gør det muligt for alle at offentliggøre og opbevare information på et centralt sted. De kan være gode steder at opbevare forretningsdokumenter eller produktkataloger. Men fordi de kan redigeres åbent, kan wikis ofte indeholde forkert information. Derudover er de ikke optimeret til at vise, hvilken information inden for dem der bliver set eller brugt, eller hvor der er videns huller.

Sociale netværk

Sociale netværk giver folk mulighed for at forbinde med hinanden, deltage i grupper, bidrage med information og diskutere emner, de er interesseret i. Sociale netværk kan påvirke organisatorisk viden. Videnstyringssystemer kan anvende sociale netværk til at identificere, dokumentere og overføre viden.

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Videnstyringsstrategier, der driver produktivitet

Der er tre hovedstrategier for videnstyring for at drive produktivitet:

Gør det nemt at dele viden

Skab en kultur, hvor medarbejdere frit deler viden med hinanden i stedet for at hamstre den. Dette gøres ved at implementere videnstyringsværktøjer, der gør det let at finde og tilgå viden.

Skab gentagelige processer

Lad være med at få medarbejdere til at genopfinde hjulet hver gang, de har vigtig viden at dele. At stole på skabeloner og andre nemme at dele og redigere dokumenter gør deling af viden endnu mere effektivt og enkelt.

Incitament til videnoprettelse

Beløn dem, der bidrager med mest viden. Implementering af videnstyringsværktøjer, der gør det nemt for bidragydere at få anerkendelse, kan hjælpe med at tilskynde flere mennesker til at bidrage med viden.

Tilskynd høj brug

At stille spørgsmål er fint, men hvis medarbejdere kun afbryder kolleger for at få svar i stedet for at tjekke vidensbasen, så begynd at skabe blide påmindelser om at tjekke KB, før de spørger. Dette sparer dem ikke kun tid, men øger også den samlede effektivitet.

Sammen forbedrer disse strategier informationsadgangen for alle medarbejdere og afdelinger, hvilket resulterer i en kultur af åbenhed og nysgerrighed.

Gør din virksomheds vidensbase dig mere produktiv — eller mindre? Følg dette enkle flowdiagram for at finde ud af, hvor du falder på spektret, og så discover hvad resultaterne betyder.

Brugssager for videnstyring

Her er nogle af de mest almindelige brugssager for videnstyring:

Medarbejder onboarding

Nye medarbejdere har brug for meget information meget hurtigt for at blive effektive medlemmer af organisationen. Et videnstyringssystem kan give øjeblikkelige svar, sikre at alle er på samme side fra dag et, begrænse frustration og reducere træningstid. Se hvordan Guru fremskynder medarbejder onboarding.

Intern kommunikation og opdateringer

God videnstyring kan forbedre samarbejdet ved at reducere chatstøj. Ved at bruge KM til at skabe et dedikeret sted at stille og besvare spørgsmål og give opdateringer, frigiver du alles tid til at være mere effektiv. Se hvordan Guru løser interne kommunikationsproblemer.

Strømlinet kundeservice

Da en af de vigtigste kundeservicemetrikker er afslutningstid for billetter, gør det godt, at repræsentanter har adgang til de oplysninger, de har brug for, præcist hvornår og hvor de har brug for det, til god videnstyring et must. Stop med at sætte kunder på hold eller efterlade billetter åbne i dage (eller uger), mens repræsentanter finder den rigtige person med svaret ved at lade den person give det til alle én gang. Se hvordan Guru hjælper med at skabe enestående kundeoplevelser.

Produktgennemførelse

At holde alle opdateret om de seneste og største ændringer og opdateringer til dit produkt kræver en strømlinet løsning tilgængelig for alle. Dit vidensadministrationssystem bør være tilgængeligt virksomhedsomfattende for at sikre, at alle ved, hvad der er tilgængeligt og hvornår. Se hvordan Guru holder alle på linje med produktudviklingen.

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