Is It Time For Your Knowledge Checkup?
People who work in Knowledge Management (KM) understand that it’s a very human endeavor. You have to deal with knowledge base adoption, resistance to change, shifting business needs, and many other variables that make it difficult to make sure that you even understand the knowledge needs of your business, much less make sure that you’re addressing them properly.
The problem of groupthink is real in many organizations, and it affects knowledge management as well. Everyone does things the way they’ve always done them, and no one thinks to question them. People assume that knowledge problems are known and that there are no solutions to them. Even superstar knowledge managers who don’t get outside counsel and feedback can fall prey to thinking that the way things are is the best they can be if they don’t know the scope of their own problems and have insights into solutions from outside their business.
If there are problems in your organization with poor knowledge contribution rates, lack of knowledge base adoption, or, most commonly, lack of a complete picture of how you’re doing as an organization in utilizing knowledge management as a whole, what can you do to fix those problems? Even if there are no obvious problems with your knowledge management solution and strategy, are you doing everything that you could be doing to make sure that you’re taking the best advantage of your people, systems, best practices, and hard lessons learned not just from within your own company, but other companies that utilize Knowledge Management as well?
This is where a Knowledge Health Check comes in to play. A Knowledge Health Check involves having an outside knowledge expert come to your business, talk with your management and operations teams, observe knowledge management activities in their day-to-day usage, review your systems and usage reports, and give you their candid observations and real-world recommendations. Their perspective will be beneficial not just because it’s coming from outside the bubble of your organization, but because they’ve seen both good and bad knowledge management practices in play at other businesses and they know what problems to look for and what opportunities and best practices they can seize upon. It’s often hard to invite a consultant in to observe and provide feedback on your business, and it’s hard to accept critical feedback, but you need to do these things to identify opportunities and remediate problems. Even for businesses with relatively few problems, identifying what new ideas and practices other businesses have put in place to help them maintain gains and build on successes can ensure the health and sustainability of their knowledge management program.
The outcome of a Knowledge Health Check should contain a recommended action plan that focuses on real, achievable improvements that you can make, with a focus on making the easiest and most impactful changes first. The ultimate goal should be that any concerns you had have been addressed and that you’ve been given insights and recommendations that will help to improve your Knowledge Management program.
If you and your business want to take advantage of the benefits that on onsite Knowledge Health Check can provide, register here, or contact your Customer Success Manager today! If you’re not currently a RightAnswers customer, fell free to reach out to me directly at firstname.lastname@example.org.
About the Author
Alex Baker has been a Senior Consultant and KCS Certified Customer Success Manager with RightAnswers by Upland Software since 2014. His passion for helping people in all aspects of knowledge management flows through in his many knowledge implementations and problem remediation sessions he manages. In addition to his passion for making all of his clients experts in KM, Alex also holds a Project Management Professional Certification (PMP), he is a certified SCRUM Master, and also KCSv6 Practices Certified.