Technology is a very important component of organizational knowledge sharing. Throughout the course, we have touched on some IT solutions that can support your knowledge management program. Let’s recap these solutions and share some additional approaches that can help you capitalize and maximize the knowledge within your organization.
Company Directory
Creating a company directory or “yellow pages” can help connect people. This can be achieved manually or with a computer program that allows users to upload data about themselves. Ideally, each user will have their own page that provides basic contact information, their areas of expertise, a work history, their interests, key internal and external contacts, and a picture.
Best Practice Database
A best practice is a solution that has been tried in one place and might be effective in another. Use a database to capture organizational success stories and ideas worth replicating.
Content Management System (CMS)
A tool that helps users input a variety of content (such as recordings, sound bites, documents, pictures, and videos) while adhering to parameters set up in the system to ensure quality documentation. This tool helps organizations manage large volumes of information.
Document Management System
A tool that is normally part of the CMS. It is used to:
- Capture data
- Classify data
- Search and retrieve information
- Version data
- Limit access
- Save and back up documents
Help Desk
A help desk serves as a place for employees within your organization to pose questions and get support. If appropriate, other members of the organization can answer questions in addition to the IT team.
Company Intranet
An intranet is a private network within your organization. Depending on what your organization values, having an intranet can offer many knowledge sharing benefits. Here are some examples:
- A space to provide e-mail
- A space to deliver training
- A place to publish information, such as company updates
- Ensuring quick and easy access to information for everyone in the company, no matter where they are
- Encouraging collaborative work as users can simultaneously work on the same document
- Discussion areas for users to interact
- Shared calendars and project management tools to increase and encourage collaboration
- Access to your company directory
- Access to company policies, mission statements, manuals, etc.
Company Extranet
An extranet is an extension of the intranet that is open to outside users, such as customers, suppliers, partners, etc. An extranet can be used to:
- Provide product and service information
- Recruit employees
- Exchange data
- Sell products and services
- Purchase supplies and services
- Collaborate with partners
Company extranets are a great way to share knowledge with people who are involved with your business that are not internal staff. Normally an extranet is password and firewall protected to ensure the security of sensitive information (like specific product details, customer information, financial results, etc.).
Electronic Whiteboard
This tool is similar to a blackboard or whiteboard, but because it is an electronic version, it allows users to share documents and drawings. This solution works well for:
- Displaying data
- Analyzing data
- Brainstorming
- Drawing concepts, flowcharts, etc. to help express an idea
This approach works best when paired with an audio device that allows users to discuss the information as it is being recorded.
Videoconferencing
Videoconferencing can be done from your desktop or from a designated space within your organization. The biggest advantage of videoconferencing is that you can link more than two locations to meet at the same time. This can be extremely cost efficient and time effective when trying to meet with multiple parties to discuss a topic.
Integrated IT Packages
An integrated IT package contains multiple tools to connect your organization. For example, a single service might offer voice services, videoconferencing, text chat rooms, discussion boards, file storage, and instant messaging. Most packages allow you to pick and choose the features you want. Some companies will even customize the tools you choose to meet your organization’s needs.
Summary
These examples are just a starting point of available technologies that can be useful with a knowledge management program. There are hundreds of IT-based solutions to help your organization share its knowledge.
When you are choosing a new solution, keep in mind the questions we discussed in the Technology portion of Session Four of this course. Additionally, keep in mind the goals you are trying to achieve with this technology. What do you want it to do and how do you want it to perform this task? Thorough research and comparison will help you identify the IT solution(s) right for your organization