What is knowledge management? It is the control and dissemination of information relevant to an entity with regard to the people within the entity. So if you are running a business – no matter how big or small – knowledge management is making sure that the right people have the right information at the right time.
How important is this? Imagine a scenario wherein your customer service representatives have different information from the current SOP of the company. What is going to happen if a customer asks them for help? It is bound to be a disaster.
There are different ways by which a business entity can manage knowledge and information within the ranks. One easy and cost effective way is through blogging. Now I am talking about internal company blogs as opposed to the business blogs that we normally talk about, which are open to the public.
Take for example, a situation wherein a new query from a customer arises. No one has handled such a query before. The representative who takes care of the situation can resolve it and document the process in the blog, making it easily retrievable by other employees who may need the information in the future.
More so, internal blog posts can serve as an interactive tool for employees. They can exchange thoughts and ideas regarding various issues and concerns. It opens up a venue for problem solving wherein limitless ideas can be exchanged.
Of course, you would have to instill some sort of control regarding posts as things might get out of hand. Still, this is easily implemented and the advantages far outweigh the potential risk.
Image from: MITRE
Originally posted on October 19, 2007 @ 12:11 pm