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Game Changing Breakthroughs in Knowledge Management

Knowledge management is a rapidly-evolving discipline, in which constant change is a certainty. Today, we’re beginning with a step back to think about the big picture, and considering the impact of three major forces currently disrupting knowledge management:

  1. The workplace is increasing digital, with knowledge scattered across multiple systems.
  2. Business email is still on the rise, causing chaos for most organizations without effective corporate email management strategies.
  3. Knowledge workers are mobile and expect to stay connected. Many are using personally-owned devices and consumer apps to access their work while on the go, so long as better options are not provided by their organization.

Today’s knowledge managers need to consider new approaches to regain control despite these disrupting forces. Extending SharePoint in new ways—if you’re among the 250,000 businesses already using SharePoint—can be a highly cost-effective way to unleash the value in your corporate knowledge.

Recently my colleague Riyaz Lakhani, Colligo’s Director of Professional Services and Support, was invited to speak in a KMWorld webinar. He shared three “Game Changing Breakthroughs in Knowledge Management” that can leverage your existing investment in SharePoint.  We’ve captured his presentation below:

If you can’t find 23 minutes to watch the video, here’s a quick recap of the breakthroughs that Riyaz discussed:

Breakthrough #1: Integrate Outlook & SharePoint

By many measures, email is out control. According to an AIIM survey, 41% of respondents described email management at their organization as “chaotic” with users choosing their own archive locations (e.g. local PST files) and deletion policies.

It’s simply critical for knowledge managers to convert email “chaos” into structured knowledge retention—not just to protect the enterprise against legal and regulatory risk, but also to support better knowledge sharing among information workers.

If you’re using SharePoint, integrating Outlook is the lowest cost option for solving your email problems. Knowledge workers should be able to easily:

  • Access SharePoint in Outlook folders
  • File emails to SharePoint
  • Share links, not attachments
  • Capture email metadata
  • Tag using custom metadata
  • Search across platforms

Giving workers access to SharePoint libraries and lists within Outlook can radically drive up adoption of SharePoint for both email records retention and document management.

Breakthrough #2: Access & File Content on Mobile Devices

If you don’t provide your knowledge workers with an easy and safe way to mobilize their work content, they will find workarounds with unsanctioned consumer apps.

Mobilizing SharePoint content on easy-to-use (and business controlled) apps is the answer. Forward thinking knowledge managers are empowering workers to:

  • File email & content anywhere
  • Tag content with metadata
  • Access SharePoint offline
  • Find & share content
  • Centrally push policies

For example, Benco Dental leveraged SharePoint to push the latest sales materials to their mobile sales team. Their sales force can now respond on-site to dentist questions, even if offline or disconnected. Eliminating the need for follow-up time back in the office, they quickly saw productivity gains of 15%.

Breakthrough #3: Track Metrics for Success

How can you be sure your game changing knowledge-management plays have been a success? Metrics! Identifying the right performance metrics (and then actually getting visibility to them) is often a challenge but with the right tools you can get the insight you need.

As your organization navigates and implements new knowledge management processes, the secret to success is ongoing monitoring and management of change through clear communication and tracking. Plan ahead to do the following:

  • Identify process-relevant metrics (save, read, access)
  • Track at the team, employee, device and document level
  • Monitor trends over time
  • Discover compliance issues

Success requires a collaborative and iterative effort. Being able to monitor and measure knowledge worker activities gives leaders true insight into what people are doing. You can then tailor your communication to reward teams that are adopting your knowledge management best practices, and engage in discussions with teams that are not to find out why and rethink your approach.

For more on these game changing breakthroughs on knowledge management with Riyaz Lakhani, I invite you to watch the KMWorld webinar video here.

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