Knowledge management - Knowledge database - Wiki & Co
Why is it becoming increasingly important to manage knowledge and what advantages do knowledge management tools offer companies?
In an increasingly networked digital world, the management of knowledge has long been a critical factor for success. Customers want fast and competent information when they contact customer service. Employees need all the data they need to complete their tasks promptly and on time, and strategic and operational decisions also require the right information at the right time.
In the following, you will learn how knowledge management tools work, what is behind the terms Service Knowledge Management System (SKMS) and Knowledge base and how your company can optimise processes and improve customer service through knowledge management software.
The value of knowledge in companies
Knowledge is a valuable resource for companies. It enables employees to perform their tasks effectively and develop innovative solutions. Therefore, it is important to recognise, organise and share this knowledge in order to get the maximum benefit from it.
The role of management in knowledge management
Management plays a crucial role in knowledge management. It is responsible for ensuring that the tools and methods of knowledge management are used correctly and for promoting the transfer of knowledge within the company. The Chief Information Officer (CIO) often plays an important role in implementing knowledge management.
Knowledge management tools and methods
There are a variety of tools and methods that can be used for knowledge management. From explicit knowledge stored in documents and databases to tacit knowledge that exists in the minds of employees, there are many approaches to systematically capture and use knowledge in an organisation. Knowledge bases and wikis are two examples of tools that can help organise and share knowledge.
What is knowledge management?
Definition of knowledge management
Knowledge management refers to the process of identifying, collecting, organising, storing and sharing knowledge in an organisation. It involves the central management of information and knowledge to ensure the effective use and utilisation of existing knowledge.
Goals of knowledge management
The goals of knowledge management are manifold. They include increasing innovation, using existing knowledge more efficiently and creating a competitive advantage for the company.
Advantages of knowledge management in companies
Knowledge management offers a number of advantages for companies. It enables better use of existing resources, promotes knowledge transfer within the company and supports continuous knowledge development. Through well-functioning knowledge management, companies can increase their innovative power and improve their competitiveness.
Definition: What is knowledge management software?
In order to manage services optimally and efficiently, it is crucial to organise the knowledge in the company in such a way that all employees involved can access all necessary information at any time. Knowledge management software takes on a central function here. It can be used to store, archive and use documents (e.g. work and process instructions, manuals, documentation, parts lists, etc.) as well as information from any other source (e.g. e-mail traffic, telephone notes, visit logs) in digital form.
Originally, such knowledge management tools were introduced within the framework of ITIL (IT Infrastructure Library) as "Service Knowledge Management Systems" (SKMS) with the aim of centrally providing data, information and knowledge that an IT organisation needs. An essential element of SKMS is the so-called Knowledge base (KNB), a dynamic database in which all information is stored.
Today, knowledge management tools are not only used in IT, but also in other areas of companies, such as human resource management, customer service and quality and emergency management. Here, too, it is important to manage knowledge efficiently and make it available in order to secure and accelerate processes and increase the overall service level.
However, modern knowledge management software with integrated KNB does not only offer the possibility to integrate documents manually. Rather, modern, powerful SCMSs are characterised by the fact that they grow dynamically, for example by automatically documenting and archiving successful solution approaches. For example, a malfunction that was reported via the ticket system and solved by the customer service department can be transferred to the KNB so that it is displayed to the person in charge or even the customer himself in the event of a similar case.
"Information only becomes knowledge in the hands of someone who knows what to do with it." Peter Drucker
What are the advantages of knowledge management software?
The most important advantage of all knowledge management tools is certainly that the professional and experiential knowledge in the company is thus centrally stored and decentrally available. In its simplest form, this is often done via an intranet or a company wiki, although an integrated SKMS is much more flexible and, above all, more reliable in comparison. Because while intranets and wikis have to be maintained mainly manually - with the risk that information is only stored incompletely or not updated regularly - integrated knowledge management software does more.
Modern knowledge management tools are not isolated solutions, but are integrated into operational processes. They can thus not only be manually fed with data, information and knowledge like an intranet, but also generate new knowledge from stored workflows that are run through several times a day, which is directly stored and made available. In this way, even decentralised companies can directly use new knowledge from the field service, customer care or order processing and thus continuously improve their customer service.
Why is knowledge management important in business?
The value of knowledge in companies
Knowledge is a valuable resource for companies. It enables employees to perform their tasks effectively and develop innovative solutions. Therefore, it is important to recognise, organise and share this knowledge to get the maximum benefit from it.
The role of management in knowledge management
Management plays a crucial role in knowledge management. It is responsible for ensuring that the tools and methods of knowledge management are used correctly and for promoting the transfer of knowledge within the company. The Chief Information Officer (CIO) often plays an important role in implementing knowledge management.
Knowledge management tools and methods
There are a variety of tools and methods that can be used for knowledge management. From explicit knowledge stored in documents and databases to tacit knowledge that exists in the minds of employees, there are many approaches to systematically capture and use knowledge in an organisation. Knowledge databases and wikis are two examples of tools that can help organise and share knowledge.
How do companies benefit from knowledge management?
Companies of all sizes benefit in different ways from modern knowledge management software:
- Customer enquiries can be answered more quickly and in a targeted manner.
- Complaints are recorded in a structured manner and solutions are documented centrally.
- Less need for internal coordination due to unclear data or information.
- Fewer costs for avoidable duplicate or blind work due to missing or incomplete information.
- Customer and employee satisfaction increases.
- Cross-departmental processes require less manual coordination, as all parties involved can use all necessary information at any time.
Increasing innovative power through knowledge management
By making the best use of their existing knowledge, companies can increase their innovative power. Through the exchange of ideas and experiences, new approaches to solutions can be developed and better products or services created.
More efficient use of existing knowledge
Effective knowledge management enables companies to use their existing knowledge more efficiently. By accessing existing information and experience, they can save time and resources and make better decisions.
Knowledge management as a competitive advantage
Companies that have a well-functioning knowledge management system can use this as a competitive advantage. By using existing knowledge efficiently, they can be more agile and innovative than their competitors.
How can knowledge management be implemented successfully?
The role of employees in knowledge management
Employees play a crucial role in knowledge management. They are the knowledge carriers and should be actively involved in knowledge sharing. Companies should create a culture that promotes continuous knowledge sharing and networking.
Continuous knowledge sharing and networking
Continuous knowledge sharing and networking among employees are crucial for successful knowledge management. By sharing knowledge and experiences, new ideas can be generated that contribute to the further development of the company.
The importance of tacit knowledge
Implicit knowledge, which exists in the minds of employees, is just as valuable as explicit knowledge. Companies should create mechanisms to identify and use this tacit knowledge to improve their performance.
How does EcholoN support knowledge management in the company?
The central element of EcholoN is the integrated, multidimensional knowledge base, which is available in all editions. Even in the low-cost Express Edition for small and medium-sized enterprises, it is linked to a ticket system that enables the rapid recording of faults, enquiries or other messages from customers or employees. All information necessary for processing is clearly listed here, for example on the requester, the process or possible solutions.
When the request is processed and the ticket is closed, the experience gained is directly transferred to the knowledge base and is immediately available to other employees in the system. In this way, many simple problems and customer requests can be solved. For more complex problems involving different areas, solutions can be determined in a structured manner and documented without gaps.
Through additional modules, EcholoN can be extended by further SKMS functionalities and thus becomes a software tailor-made suit for companies from very different sectors and areas. This is possible because EcholoN offers its own workflow engine with which any company processes can be modelled and mapped. In addition, any internal and external data sources can be seamlessly integrated into the knowledge process via the data workflow system.
Because all workflows are also connected to the integrated knowledgebase, the company's knowledge database grows with each step and expands to include process-relevant information. This can be used in the daily work environment, for example, to process customer enquiries by e-mail or telephone more quickly. Similarly, extracts from the KNBN can also be prepared directly for customers, suppliers or other stakeholders, for example in the form of web-based FAQs in self-service. In this way, frequently occurring questions or problems can be clarified more quickly and without delay, while for more complicated concerns there is still the option of solving them in direct contact, for example by phone or email.
A major advantage of EcholoN as an SKMS is the high degree of flexibility: the software has a modular structure and can be expanded at any time, even during operation, to integrate new functionalities. Of course, the previous knowledge stored in the knowledge database can still be accessed. In this way, knowledge management can be rolled out step by step in the company and used in more and more areas of the company.
Frequently asked questions - FAQs
What is knowledge management?
Knowledge management refers to the process of identifying, capturing, storing, distributing and using knowledge within an organisation to improve efficiency and productivity.
Why is knowledge management important?
Knowledge management is important because organisations can benefit from the effective use of knowledge. By accessing relevant knowledge, companies can foster innovation, empower employees and increase productivity.
What types of tools are used in knowledge management?
There are a variety of tools for knowledge management, including knowledge management software, knowledge databases, collaboration tools, content management systems and many more. These tools help in capturing, organising and distributing knowledge.
How can companies manage their internal knowledge efficiently?
Companies can manage their internal knowledge efficiently by using knowledge management tools, setting clear knowledge goals, coding knowledge, promoting knowledge transfer and creating a culture of knowledge sharing.
What are the methods of knowledge management?
There are several methods of knowledge management, such as capturing successful prior knowledge, codifying knowledge in documents, transferring knowledge through training and mentoring, fostering collaboration and using digital tools.
How can companies use knowledge management successfully?
Companies can use knowledge management successfully by establishing a clear strategy and responsibilities for knowledge management, taking into account the needs of their employees, aligning knowledge across departments and establishing effective communication channels.
Are there standards for knowledge management?
Yes, there are standards for knowledge management, such as ISO 30401:2018, which defines guidelines and requirements for knowledge management in organisations.
What are the benefits of good knowledge management?
Good knowledge management can lead to improved productivity, increased innovation, better decision-making, faster knowledge transfer and more effective collaboration.
Which experts have done research on knowledge management?
Experts such as Nonaka and Takeuchi have done extensive research on knowledge management and have developed important concepts such as the knowledge cycle and the importance of social interactions for knowledge management.
What role do digital tools play in knowledge management?
Digital tools play an important role in knowledge management because they help companies to organise, share and use knowledge efficiently. They enable quick access to information, collaboration and knowledge transfer.
Perhaps also interesting:
- Blog article: What is a FAQ and what does it mean?
- Blog article: Digitisation of documents and process flows
- Blog article: Self Service Portal / Selfhelp