What is knowledge management, exactly?
Imagine your company has all the answers to its biggest challenges… but they're scattered in emails, forgotten presentations, and the minds of long-gone employees.
That's where knowledge management comes in. It's about unlocking that trapped knowledge, organizing it, and making sure everyone on your team can benefit from it. In this article, we’ll tell you all about it.
We'll cover:
- What KM is and how it's used
- The basic 3-step process for implementing KM
- Different types of KM strategies
- Why KM is crucial to business success
- The role of a knowledge manager
- Types of knowledge captured and shared
- Best practices for implementation
- 6 common knowledge management tools
- Answers to your KM questions (FAQs)
Let’s get started!
What is knowledge management?
Knowledge management (also known as KM) is the process of getting, organizing, and sharing knowledge in a business or organization. The goal is to make the knowledge accessible and reusable. After all, why reinvent the wheel every time you need to solve a problem?
With KM, an organization can identify knowledge that already exists, capture it, organize it, and share it with others.
This helps the organization work smarter by reusing knowledge instead of rediscovering or recreating it every single time.
What is knowledge management used for?
What is knowledge management good for? In a nutshell, it helps companies get the most out of what they know.
How? By making sure the right knowledge gets to the right people at the right time so they can make the best decisions.
Here’s how that happens:
- Identifying knowledge gaps. Ever had a question at work but didn’t know who to ask or where to look for the answer? With knowledge management, companies can spot areas where people lack information or expertise. They then work to fill those gaps, so employees have everything they need to do their jobs.
- Improving decision-making. When people have access to the knowledge and experiences of others, they can make smarter choices. For example, say you’re launching a new product. Knowledge management helps you gather insights from previous product releases so you can anticipate challenges, save time, and avoid mistakes.
- Boosting innovation. Knowledge management fuels creativity by connecting people and ideas. When employees from different teams or backgrounds share knowledge, it often sparks new insights and “aha!” moments. These unlikely combinations of knowledge and experience are how breakthrough innovations happen.
- Increasing productivity. If people waste less time searching for information or reinventing the wheel, they can focus on meaningful work. A recent survey by IDC shows knowledge management can increase business execution by nearly 40% in some companies. Not too shabby!
The 3-step knowledge management process
Knowledge management essentially boils down to three simple steps: Create, organize, and share.
Let’s take a look at how that works:
- Create the knowledge. This first step involves identifying what knowledge exists in your organization and capturing it in a usable format. You’ll want to gather information from subject matter experts, documents, and any other resources. Try conducting interviews or focus groups and recording or transcribing the information.
You can also review reports, proposals, presentations, or anything else that contains valuable knowledge. The key is making that information accessible to others.
- Organize the knowledge. Now that you’ve gathered all this information, you need to categorize and structure it in a way that makes sense. Group related topics and content together. You might organize by project, department, process, or whatever structure fits your needs. Some companies use taxonomies or tagging to associate content with metadata for easy searching. The goal is to connect people with the knowledge they need.
- Share the knowledge. What good is knowledge if you don’t spread it around? In this final step, you distribute the organized knowledge and make it available to anyone who needs it. You can share through knowledge bases, wikis, collaboration platforms, and communities of practice. As people access and engage with the shared knowledge, they may provide feedback, ask follow-up questions, or contribute new knowledge to the system.
And the cycle continues!
Different types of knowledge management strategies
There are a few ways to make knowledge management, dare we say, interesting.
- The “water cooler” approach. This strategy is simple: encourage your employees to chat. Set up spaces where people can hang out and swap stories about their projects, clients, and key learnings. Sure, some of it may be gossip, but within those casual conversations are little nuggets of useful info. Have someone designated to jot down key takeaways and share them across teams.
- “If you know, share.” With this strategy, you incentivize knowledge sharing by rewarding those who spread the wealth, so to speak. For example, at the end of each month, you could recognize the employee who shared the most useful information with the rest of the team. Maybe throw in a gift card or some other small prize to really motivate people.
The only catch is that the knowledge shared should be substantive and help others do their jobs better. No points for sending cat videos!
- “Lessons learned.” This approach involves regularly reviewing how key projects or initiatives went and identifying the good, the bad, and the ugly. Then, compile the major takeaways and “lessons learned” into a shareable format, like a slide deck, report, or video. The key is to be transparent about both the successes and failures so people can gain a holistic understanding of what worked, what didn’t, and why.
These lessons become a valuable piece of institutional knowledge that can be applied to future projects.
Why is knowledge management important for businesses?
There are several reasons:
- Capture what you know. Think of all the information in your company’s collective brains. Years of experience. Trade secrets. Valuable data. If someone quits tomorrow, poof — all gone! KM helps you capture knowledge from the pros before they walk out the door. You can save info about processes, clients, research, anything.
- Avoid making the same mistakes. Ever heard the saying, “Those who don’t learn from history are doomed to repeat it”? Well, the same goes for businesses. KM gives you a record of past mistakes, successes, dead ends, and breakthroughs. So you can learn from experience and not repeat errors of the past.
- Share knowledge across teams. Silos are for farms, not companies. But too often, teams don’t share knowledge with each other. KM breaks down silos by making info accessible across departments. Then everyone benefits from the collective know-how. This can spark new ideas, partnerships, and shortcuts.
- Get new hires up to speed in a flash. Bringing on new staff? KM gives them a knowledge base to tap into so they can get productive faster. They’ll have context about clients, technologies, processes, and more at their fingertips. No more bothering coworkers with basic questions or stumbling around for months trying to catch up.
What kind of knowledge is captured and shared?
Knowledge comes in many flavors, and the kind of knowledge captured depends on what your organization needs to know.
Let’s go deeper:
- Tacit knowledge. This is the stuff in people’s heads that’s hard to articulate, like intuition, insights, and judgment that comes from experience. Getting tacit knowledge out in the open is tricky but important so critical expertise isn’t lost when an employee leaves. Some ways to capture tacit knowledge are through interviews, shadowing experts, and encouraging storytelling.
- Explicit knowledge. This refers to knowledge that can be readily articulated, codified, and shared, like documents, reports, white papers, manuals, and the like. The key here is organizing explicit knowledge and making it easy to find. No one wants to go on an Indiana Jones-style quest for the right document.
- Cultural knowledge. This captures the unwritten rules of how things really get done in an organization. New employees often struggle because they lack cultural knowledge, like when the coffee breaks are, which meetings you can skip, and who really makes the decisions. Capturing cultural knowledge helps new hires adapt faster so they can be productive sooner.
- Process knowledge. This documents the step-by-step procedures for how activities and tasks get done. Process knowledge is essential for efficiency, quality control, and training new employees. No one wants to reinvent the wheel or mess up a complicated process, right?
What is a knowledge manager?
Knowledge managers are responsible for gathering and organizing a company’s collective knowledge.
They’re in charge of identifying what info needs to be captured and shared so that employees can do their jobs as efficiently as possible. We’re talking processes, best practices, lessons learned, expertise — all the stuff that makes a company tick.
Knowledge managers tap into their inner librarian by designing systems to store and classify information. But they also need to bring people together and make knowledge sharing actually happen. That means facilitating conversations between teams, surveying employees to uncover insights, and generally making it as easy as possible for people to connect and collaborate.
Implementing a knowledge management system: Best practices and tools
Where do you even start with this knowledge management thing?
First things first, figure out what kind of knowledge is most important for your company to capture and share.
We’re talking processes, lessons learned, expert insight — anything that will help your team work smarter. Then, set up a system to gather all that useful info in one place.
A few of the most popular options are:
- An internal wiki where people can collaborate and share documents or how-to guides. Wikis are great because anyone can contribute, edit, and update the content.
- A digital library for uploading and tagging documents, videos, images, etc. This makes all your resources easily searchable. Some solutions let you add comments and ratings, too.
- An online community forum where people can ask questions, post ideas and discuss challenges. This is perfect for spreading tribal knowledge and fostering collaboration.
- AI-powered knowledge management tools: These bring in next-level capabilities. They can automatically classify information, surface hidden insights from your data, and even suggest relevant information to your team members while they work.
The 6 different kinds of knowledge management tools
There are a number of options available to suit different needs and budgets.
Let's explore six of the most common kinds of KM tools.
- Knowledge bases: Think of them as your company's online library, storing all your important info in one searchable place.
- Learning Management Systems (LMS): These help you create and deliver training programs for your employees or customers.
- Knowledge-Centered Service (KCS): This focuses on sharing solutions within your customer service team, so everyone learns from every solved problem.
- AI knowledge management: These tools use AI to understand complex data, sort information, and even find patterns in large datasets.
- Customer Relationship Management (CRM): A CRM keeps track of all your customer interactions, making it easier to build strong relationships.
- Content management systems: These streamline the process of creating, editing, and publishing all the content on your website.
Frequently asked questions
What exactly is knowledge management? Can you give me examples?
Knowledge management is the system of collecting, organizing, and sharing the knowledge a company has gained over time. Here are some examples:
- Customer service knowledge base: Answers to common questions, product troubleshooting guides, and known issues.
- Company wiki: Internal guides on processes, best practices, past project summaries, and team information.
- Training materials: Videos, presentations, or manuals created for employee development and onboarding.
- AI tools: For getting hidden insights from data and rapidly classifying information.
Isn't this just more work to add to everyone's busy schedules?
Done right, knowledge management actually saves time and reduces busy work. It's about streamlining how you capture knowledge as part of your existing work, not creating extra tasks. Think short summaries after a project, simple knowledge base entries, or even a shared folder with key documents.
How do we convince people to actually use a knowledge management system?
This is key! Make it easy to use and demonstrate the value. Focus on solving the pain points people currently have — finding information, duplicating work, etc. Show them how the system directly makes their lives easier, and participation will follow.
Key takeaways
Knowledge management is the key that unlocks the vault of collective learning in any organization.
- Knowledge management makes companies smarter. It captures valuable expertise, prevents repeating mistakes, and helps employees make better decisions.
- Knowledge sharing boosts productivity. Teams work more efficiently when they can easily find the information they need instead of reinventing the wheel.
- Knowledge management needs a plan. Success depends on identifying important knowledge, setting up easy-to-use systems, and actively encouraging employee participation.
What is knowledge management? A way to help companies thrive by leveraging their own know-how!
Next steps
Lindy isn't just another AI tool. It's a full knowledge-base-unlocker, designed to harness the full potential of your company's expertise.
It can create multiple instances of itself (Lindies) that can tackle different tasks, from creating a knowledge base to using that KB for 24/7 customer support.
Here's how:
- Build a robust knowledge base: Lindy helps you identify the most critical information in your organization, from processes and best practices to past project lessons. It then structures and organizes this knowledge into an easily searchable knowledge base, ensuring everyone on your team has the answers they need, when they need them.
- Gain deeper insights: Lindy helps you analyze knowledge. Using AI, Lindy can uncover hidden patterns and connections in your data, revealing insights that might otherwise go unnoticed.
- Collaborate effortlessly: Lindy breaks down knowledge silos! Different 'Lindies' can communicate seamlessly. Imagine a Customer Service Lindy sharing insights with a Product Development Lindy, sparking new innovations based on customer feedback.
- Lindy learns and adapts: As your company grows and your knowledge base expands, Lindy keeps pace. It continuously learns from your data and interactions, refining its organization and suggesting new connections within your knowledge.
- Works behind the scenes: Lindy learns your team preferences, proactively suggesting solutions and making things easier without them having to lift a finger.
