What is a knowledge management system, and do you need one?

Who uses a knowledge management system?

Implemented by your company’s IT department, a knowledge management system consists of software that organizes and distributes company information across a wide array of departments. Whether a manager needs to cross-reference an invoice, a customer wants to download a user guide, or an employee has an internal question that’s crucial to a project,

Companies that are customer-facing certainly will require knowledge management systems to handle incoming queries. While FAQ pages are useful for disseminating regular information that won’t get in the way of customer service, oftentimes a more hands-on approach is needed to help a customer out.

A trusted place for your memories

Safeguard your photos and files in OneDrive

Learn more

Large companies, or companies that are part of larger conglomerates, will also benefit from knowledge management systems, so both new hires and veteran employees alike can become (re)acquainted with how their company does business. Large companies tend to acquire a lot of resources and know-how along the years and having this information immediately accessible streamlines work and increases employee satisfaction and productivity.

International companies that do business across multiple nations will know that knowledge management systems are crucial to keep translated information well-organized. Being able to analyze real-time data and analytics is also key to responding to market trends.

Knowledge management systems will typically take the form of online databases in the cloud, which can be accessed from anywhere, especially by remote-work employees. An IT department can harness existing software solutions to save on creating new platforms and implement solutions quickly.

Types of knowledge in a management system

There are three key types of knowledge that manifest in a company or organization: explicit knowledge, implicit knowledge, and tacit knowledge. They vary in their ease of documentation, which can be difficult to do without a knowledge management system.

• Explicit knowledge. Information that can easily be documented and distributed. These documents can include FAQs, slide decks, manuals, and how-to guides. They can be used to launch and outline projects, establish regulations, or show how certain processes work.
• Implicit knowledge. Ingrained information that appears almost like common sense. Learned skills and know-how fall into this category, such as learning how to ride a bicycle, or picking up a musical instrument again. From a business standpoint, implicit knowledge comes from repeated familiarity with a task or process, driven by learning taught through explicit knowledge.
• Tacit knowledge. Subtle gestures, protocol, and etiquette that can be driven by feeling or instinct. Usually passed on by veteran employees with experience at a company, tacit knowledge can be much more difficult to document than either explicit or implicit knowledge. Examples can include insider information about certain clients or customers, immediate judgement calls on business decisions, and intuition. Systems that incorporate AI benefit from their abilities to track this knowledge.

Benefits of a knowledge management system

• Efficient access to information. By organizing the sum total knowledge of a company or organization, everyone can access what they need to get their work done or to better serve customers and each other.
• Increased productivity. Employees who can readily access information easily and effectively will save time and focus on their projects, since they can avoid cumbersome routines to get what they need.
• Customization and personalization. Not all companies retain the same information, so a knowledge management system tailored to a company’s particular needs will be much more versatile and easier to use.

No matter the size and industry, your organization can benefit from a system that manages your white papers, meeting notes, budgets, and training manuals. Save time, energy, and money by implementing this and other organizational techniques.