Adoption and engagement can make or break your knowledge system,
so we start with people first.
I’ve seen so many research repositories go unused because they forgot to consider one key element: human users.
When I come into an organization, I talk to people about how they do research, learning their processes, preferences and pain points. I put my librarian hat on and evaluate how research is stored, accessed and shared. In other words, I find the existing currents of knowledge.
Though every team I’ve worked with has the best of customer insight intentions, I always find gaps in their knowledge management ecosystem that let hard-earned organizational knowledge slip through the cracks.
By addressing 4 key areas of knowledge management, we design a sustainable knowledge ecosystem that empowers your team and elevates their work.
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How is tacit knowledge being gathered beyond the minds of employees?
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How are customer insights curated and categorized across teams and departments?
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How are you ensuring your knowledge bank is up to date and easily accessed by those who need it?
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How is knowledge shared and applied to service, product and process decisions?