As the knowledge manager of an organization, you’re responsible for the repository of knowledge being spread around. You’re like that middle man from the movies; you know a lot of stuff and know how to get it to the right people. But just like any other position, you can always improve upon what you do to get the most out of it. In a post at his blog, Joe the IT Guy gives seven tips for being highly effective knowledge managers:
- Understand your knowledge management terminology.
- Separate databases from management systems.
- Look at the current landscape when starting.
- Look at your biggest area of exposure.
- Look at complexity.
- Make knowledge management a regular part of work.
- Communicate the benefits.
Managing All That Knowledge
The first step is to sort out all the important terminology you need to know. Don’t get too caught up in it all and look for the basic things you’ll need to know, like the distinctions between data, information, and knowledge. Also separate your databases from your management systems, such as SKMS and CMDB. It doesn’t matter which system you have; just make sure you use whatever you have on hand to your advantage. With that in mind, you don’t have to reinvent the wheel and can use what is already available to you. Then Joe says to look for the greatest areas of exposure by asking some of the following questions:
- Who supports [knowledge management]?
- What information should you be capturing at first line? Second line? Third line, before escalating further?
- Are there any fixes or tweaks to settings you could do over the phone to avoid an unnecessary escalation?
- Is it something supported by an external supplier? Do you have their contact details? Are there any known bugs or scheduled patches?
When tackling complexity, get the experts in to help break down some of the basic legwork to solving the problems to lower level employees. This will free the experts to focus on harder things and help expand the knowledge of lower level employees. Speaking of which, integrate knowledge into everyone’s day-to-day activities. And don’t forget to preach the benefits of knowledge management as well. Tell how this will improve the customer experience, decrease response time, and help the organization continually improve.
You can view the original post here: http://www.joetheitguy.com/2017/10/04/7-habits-highly-effective-knowledge-managers/