The best way for knowledge sharing

Knowledge sharing is essentially about what the word so nicely says. To share knowledge. When knowledge is divided into silos, you lose the knowledge foundation that you need to be creative across organizational disciplines. Knowledge sharing is the management and processing of the knowledge you as a company have. Knowledge sharing breaks down the biggest barriers that suppress your employees' creativity and problem solving. It is about ensuring that the employees have the right knowledge at hand so that they can create the most advantageous solution to the challenge they are facing.

What is knowledge?

There is a difference between knowledge and information. Knowledge exists as a long series of information set in a given context and is therefore dependent on the people who receive and work with the knowledge. It is therefore important for working with knowledge to realize that knowledge is not 100% controllable, as knowledge is dependent on context. What helps to form the basis for how information is transformed into knowledge in the individual person depends on what this person has in their baggage of experiences and opinions. We are therefore not 100% able to manage knowledge.

Knowledge management pyramid

Many people think that knowledge and information are the same, but as the knowledge pyramid above illustrates, knowledge is information put in context. At the bottom are data, the objective facts which in themselves have no relevant meaning. Next comes the information which aims to inform the reader and thus change the reader's status. At the top is knowledge, which is information put into context based on facts and meaning - i.e. it is actionable. This is where knowledge turns into knowledge sharing. The knowledge pyramid helps to visualize knowledge about knowledge.

Why knowledge sharing?

Knowledge sharing is an effective means of supporting corporate strategy, ensuring efficiency as well as coherence and correctness. Knowledge sharing makes it possible to work with, among other things, Collection of knowledge in the organization, organization of knowledge in systems so that it is easy to find for the right employees and customers, distribution of knowledge to the right people and to support a common opinion system in the organization.

The goal is to get knowledge divided and organized logically, as well as to facilitate knowledge in the most efficient way. We call the work with this daily knowledge management. Only when the right framework for knowledge has been formed will you have the basis for the further digitization of your knowledge.

As soon as you have control over your knowledge sharing, it can be seen in the results.

Knowledge sharing targeted service center use

A great many companies find it difficult to get their knowledge disseminated to customers. The company's knowledge is essential for the customer, but knowledge sharing is not in place. This is often seen in the fact that the company's knowledge and information on a subject is spread over several platforms, that your knowledge is difficult to access and/or that individual employees know the answer and the rest have to constantly ask for help. This can result in poor customer service in the form of longer response times for customers, frustrated employees, wasted time, the customer not getting concrete answers to their questions and therefore looking for answers elsewhere. Knowledge is the key to a good customer experience. Customer service is about helping your customers quickly and efficiently on all channels. This requires extensive knowledge sharing. The right knowledge, for the right customer situation, on the right channel.

Responza knowledge helps companies to concretize knowledge and comes up with a solution for knowledge sharing. In this way, the employees become experts in your specific knowledge and can share knowledge with customers. The solution is uncompromisingly designed based on how people work with knowledge. Knowledge sharing powers the use, maintenance and distribution of knowledge on a whole new level.

What is best practice knowledge sharing?

Best practice knowledge sharing is a process that is known to produce good results continuously, making your company experts in your own knowledge. It all starts with getting a handle on your knowledge and creating a knowledge foundation for knowledge sharing. A knowledge solution is a system that in an easy and intuitive way supports the work with knowledge according to the following four best practice processes:

  1. Knowledge Capture: Collection and production of knowledge
  2. Knowledge Management: Management and processing of knowledge
  3. Knowledge Distribution: Distribution of knowledge on all portals/channels
  4. Continuous Improvement: Improving knowledge based on the automatic feedback and management information the solution provides.

Best practice

Collected knowledge is continuously expanded by continuously moving through the above visual process. The content of the articles can be externally directed, and this helps to create a cost-effective knowledge base, because the maintenance of knowledge only takes place from one place.

Knowledge must be continuously updated so that the knowledge management process is constantly in motion. A prerequisite for this is that knowledge is shared and available to all relevant parties. To get the best knowledge sharing, you can use a knowledge solution. In order for a knowledge solution to support an effective work process, it must be able to collect learning about application and the applicability of knowledge sources. Responza Knowledge is a knowledge solution that supports working with knowledge according to best practice.

HWhat does it take to succeed in knowledge sharing?

Knowledge must be organised, distributed and support knowledge sharing or the knowledge management discipline – all this supports Responza. At the same time, Responza offers APIs and good integration options to easily add AI and ML to your organized knowledge in Responza. And then there's another thing we haven't talked about – the amount of information! Information as a resource has exploded in terms of quantity over time. And we do not necessarily believe that it is about gathering as much knowledge as possible. We believe in: The right knowledge, in the right place, at the right time.

In addition to a sustainable and user-friendly knowledge sharing system, there are also four essential principles that apply to successful knowledge sharing.

Our unique implementation concept

It is said that 39 out of 40 knowledge sharing projects fail because people don't know how to start and end. We have operationalized knowledge sharing in an implementation concept that we know works.

Our implementation concept for knowledge sharing in your company must ensure that the solution is sustainable and can be continued independently by the company and the employees. Knowledge solutions for customer service centers can be aimed at the employees in the customer service center or at the customers and employees. Regardless of whether the knowledge solution is external/internal or only internal, the crucial point is to ensure that the work with knowledge is in focus. If you do not maintain a focus on maintenance, updating and expanding knowledge, the knowledge will fade away and become unusable. To ensure that knowledge is always at the center of the solution, the underlying knowledge organization must be in place after implementation, and you must have a dedicated knowledge manager who takes care of the solution.

Implementation of the knowledge sharing system consists of the following phases:

Vision & organization: This point must ensure effective and synchronized governance as well as a project delegation with a clear framework and direction.

Knowledge sharing in your practice: Determining practices around your knowledge and solution management. Planning and detailing are in place. Governance translated into practice with knowledge sharing and Knowledge Management routines.

Knowledge in the solution: Knowledge sources are identified. Content and content types in the solution are specified, and the collection is mapped and planned. Recipient groups and their use are clarified.

Configuration: The solution is designed and configured. Article designs have been found and validated against recipient groups. Superuser and knowledge manager are trained.

Calibration: Ensuring that the knowledge solution is adapted to use and possibly new strategy, new practice or organization – on all channels and interfaces.

Through these four phases, we ensure that you are well prepared for knowledge sharing and knowledge management. When you are self-driving, you achieve the best results for both employees and customers.