What is Knowledge Management?

Knowledge Management is the same as knowledge sharing – just in English.  

Knowledge is often divided into silos in companies and this can result in the knowledge foundation that you need to be creative across organizational disciplines being lost. Knowledge Management is the management of knowledge. Knowledge Management is part of breaking down barriers that can hold back employees' creativity and problem solving. With knowledge management, it is ensured that the employees have the right knowledge at hand, in the exact situation in which it is to be used.  

Knowledge Management is therefore about: The right knowledge, to the right person, at the right time, on the right channel.

One knowledge solution gathers your knowledge for all channels in one place and that way you get to the point with knowledge management, in the best possible way.  

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

It is easy to think that knowledge and information are the same. But in this knowledge pyramid it is illustrated that knowledge is information put in context. At the bottom of the pyramid are all the data, the objective facts which in themselves have no relevant meaning. In the middle layer of the pyramid is the information. The information is data that has been processed and which now aims to inform the reader and thus change the status of the person concerned. At the top layer of the pyramid of knowledge we have knowledge. Knowledge is information put into context based on facts and meaning - so this is date and Information becomes actionable. This is where knowledge becomes Knowledge Management.  

Why Knowledge Management?

Knowledge Management is an effective means of supporting corporate strategy, ensuring coherence, efficiency and correctness. Knowledge Management enables the work of gathering knowledge in the organization, organizing knowledge in systems so that it is easy to find for the right employees and customers, distributing knowledge to the right people and supporting a common opinion system in the organization.  

The goal is to have knowledge divided and organized logically, as well as to facilitate knowledge in the most efficient way. This work with knowledge is what we call Knowledge Management or vidensfomanagement. Only when the right framework for knowledge is formed is there a basis for the further digitization of knowledge. As soon as Knowledge Management is under control in the company, it is visible in the results.  

Knowledge Management targeted service center use

Many companies experience problems in communicating their knowledge to customers. It can be a big challenge, as the company's knowledge is essential for customers. This is often seen in the fact that the company's knowledge and information on a subject is spread over several platforms, that knowledge is difficult to access and to widowlte employees sit on some knowledge that is not available to other employees who need to use the same knowledge. 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. Knowledge reaches the right people best when Knowledge management is in place.  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 Management. In this way, the employees become experts in your specific knowledge and can share knowledge with customers. The solution is designed based on how people work with knowledge. Knowledge Management powers the use, maintenance and distribution of knowledge.

What is best practice Knowledge Management?
Best practice Knowledge Management is a process thatis kendt to produce good results continuously. With the help of the best practice process, your company becomes experts in your own knowledge. To begin with, it is about getting a handle on knowledge and creating a knowledge foundation for Knowledge Management. 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. Collection and production of knowledge
  2. Management and processing of knowledge
  3. Distribution of knowledge on all portals/channels
  4. Improving knowledge based on the automatic feedback and management information the solution provides.
Best practice

What does it take to succeed with Knowledge Management?

The whole idea that knowledge must be organised, distributed and supportedthe knowledge management discipline – all that supports Responza Knowledge. At the same time, Responza Knowledge, with APIs and good integration options, allows you to add AI and ML easily to your organized knowledge. And then there's another thing we haven't talked about – the amount of information! Information as a resource is, in terms of quantity, e.gplodded through time. We do not necessarily think 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 Management system, there are also four essential principles that apply to successful knowledge sharing.

Our unique implementation concept

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 Management 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 how a knowledge solution makes sense for you, the key point is that you make sure that Knowledge Management, i.e. 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. In order 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 handles the solution.  

Implementation of the Knowledge Management system consists of the following phases:

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

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