Modern-day companies are overwhelmed with data. Whether it's decades of product information or customer conversation history, there is no shortage of information within organizations. However, with all of this information comes a greater need for knowledge management.
Knowledge management is all about getting the right information to the right person at the right time. Effective knowledge management processes involve developing a digital information access strategy, collecting existing explicit, implicit and tacit knowledge into a knowledge base, structuring that data into an organized information architecture, and sharing this knowledge to both your internal teams and external customers.
In the past, knowledge management was all about organizing information and leveraging search engines to help customers find information quickly and easily. Now, due to customers’ increasing expectations for personalized digital experiences, it’s about anticipating what customers need and getting that information to them through AI-powered technology.
Not sure where to begin? Keep reading to learn more about three critical steps of an effective knowledge management process.
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1. Develop a Knowledge Management Strategy
The first step of a successful knowledge management process is developing a digital information access strategy. It serves as a roadmap to guide not only your knowledge management process, but also your organization's digital transformation as a whole.
This strategy involves evaluating the knowledge management tools and technologies, like chatbots and CRM systems, that make the most sense for your organization, and also identifying any information silos that currently exist in your company.
Creating a detailed plan to eliminate these silos will make accessing and acting on information easier for both your internal teams and your customers. For example, this multinational pharmaceuticals branch reduced R&D time using a knowledge management strategy.
Once you’ve created a strategy, it’s time to collect and organize your data into an information architecture.
2. Construct an Information Architecture
Many organizations want to immediately launch AI-powered technology to improve their fragmented processes. However, artificial intelligence applications must run on organized knowledge and data. Thus, building an information architecture for your organization is a crucial next step in the knowledge management process.
Every digital interaction throughout your operation is dependent upon the information framework you build to support it. Enterprises—especially large, interconnected ones—need a common system for internal and external data. Without it, processes, people, and technologies cannot communicate with one another.
A well-executed information architecture organizes knowledge, customer data and content to ensure information is accessible, easily understood and explained, and known throughout the company. Your organization’s information architecture should align with the way individuals think about their problems and needs.
Components of information architecture might include content models, product data architecture, user experience flows and visualizations, customer journey models, taxonomies, and other design decisions that support effortless information flow.
Once an appropriate information architecture strategy is in place, your organization can begin to implement technology to automate your knowledge sharing processes.
3. Innovate with AI-Powered Technology
In today’s digital age, nearly every step of the customer’s buying journey is enhanced by some sort of technology. Think: Data-driven “next purchase” suggestions, virtual assistants, chat bots, and more. All of these process automation systems demand well-structured data and information architecture.
At this step in the knowledge management journey, implement the AI-powered technologies that make the most sense for your organization to not only improve your teams’ efficiencies, but also personalize and simplify your customer’s experience.
Ultimately, a well-executed knowledge management journey will lead to a sustainable competitive advantage for your organization.
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For over 25 years, our team of information architecture and data governance experts have worked with customers across a variety of industries to strategically develop and implement knowledge sharing systems.
Lay the foundation for your organization’s knowledge management success with help from our Digital Transformation Roadmap. With this whitepaper, assess and identify the gaps within your company, then define the actions and resources you need to fill those gaps.