4 Common Mistakes To Avoid When Implementing Knowledge Management
Current ITSM trends focus on Knowledge Management, Self-Service, and Self-Help. With this comes the uncertainty, and complexity, of implementing an effective and well-designed knowledge management process, and while challenging, this doesn’t mean you can shy away from it.
According to findings from “ The State of Knowledge Management: 2016-17 KMWorld Survey ,” knowledge management is gaining momentum and encouragement. More than one-third of those surveyed, 38%, said they don’t have any knowledge management structure in place or are sitting in the “exploration stage.”
If you’re in the early stages of planning for your knowledge management system, or maybe you’ve already tried and failed at your knowledge management attempt, this article is for you. We’re sharing the top four mistakes companies make when implementing a knowledge management method. After reading this, you can rest easy knowing you can avoid these costly errors.
Key Takeaways
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Prioritize UX: Shift from static data gathering to interactive, user-centric knowledge experiences.
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Active Promotion: Avoid the “build it and they will come” trap by actively training users on the system.
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Quality Over Quantity: Focus on the depth and reliability of information early on to build user trust.
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Data-Driven Growth: Use KPIs like article satisfaction and navigation flow to justify and refine your KM investment.
1. Relying on outdated knowledge processes
There’s nothing wrong with tradition and following what’s been tried and true. But, if you want to succeed at knowledge management, you must cater to your users and the style of experience they want—more knowledge at their fingertips, that’s readily available and accessible with just a few keystrokes.
Many companies keep using their same knowledge strategy of gathering as much information as they can, but in the end, it’s rarely updated and barely used. This method is not the best if you want to succeed in the long run.
To improve knowledge delivery and realize a potential 30% reduction in service desk calls, consider these strategies:
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Interactive Experiences: Move beyond basic search engines to tools that guide users through problem-solving.
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Employee Empowerment: Provide accessible solutions that allow staff to solve problems independently.
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Engagement: Ensure the interface is intuitive; users will only self-serve if the process is easy.
2. Assuming “build it and they will come”
Many organizations think knowledge management is simply building a massive repository of knowledge articles, and that this act alone will encourage people to use it. However, nothing could be further from the truth. Creating a knowledge base is not the end. Once developed, it must be regularly updated, easily and readily accessible, and its usage needs to be reinforced company-wide.
For instance, when a user calls for something you know is in the knowledge base, take a few minutes instructing him or her on navigating the system, and show how to find the answer quickly. It may take longer to resolve this particular call, but it may save the user from making additional calls in the future. This is a great example of promoting knowledge management and training users at the same time.
3. Spreading knowledge too thin
One of the biggest mistakes when building a knowledge base is going too big too fast. Don’t try to get all the knowledge in there just yet. Ambitious deployments almost always result in a knowledge base that is solid in places but spread so thin in others that it weakens the entire system. If users can’t find answers, they will quickly stop using the tool, leaving you with an uphill battle to get them back on board.
In the early stages, focus on the depth and quality of the information, rather than quantity. Concentrate on what matters most, what would solve the most problems today, and grow from there. Users must know that the information in your knowledge management system is reliable and accurate, which builds trust between them and the initiative, which means you now have advocates supporting the implementation.
4. Skipping measurement and ongoing monitoring
You’ve got your people, processes, and technology in place, and you think you’re done—not so fast. After implementation, the real work comes in tracking and measuring how the knowledge management environment is being used. Some key performance indicators should include data on:
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Article usage
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Article satisfaction
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Navigation times
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Navigation flows
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Ease of use
Capture as much data as you can on how the knowledge is used and consumed. A good self-help tool should assist you in learning which processes and navigations function best, what articles users find valuable, how deep users dig to get the information they need, and who is actually using the knowledge base. Furthermore, use this data to justify increases in resources, funding, and additional tools to maintain the success of your company’s knowledge investment.
In the end, several factors will play a role in the success of your knowledge management initiative. But now that we’ve let you in on some of the biggest mistakes companies make, you can prevent these and reap the benefits of successful knowledge management implementation.
Frequently Asked Questions
What are the five components of knowledge management?
Problem: Focusing on software alone leaves critical gaps.
Explanation: Successful programs balance five elements.
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People: Experts who create and consume knowledge.
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Process: Steps to capture, review, and update content.
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Content: The actual articles, videos, or diagrams.
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Culture: Incentives that make sharing routine.
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Technology: A platform, such as EasyVista Self-Help, that delivers answers fast.
How often should knowledge articles be reviewed or updated?
Problem: Stale content drives users back to the service desk.
The Short Answer: Audit top-viewed articles quarterly and all others at least every six months. Trigger an immediate review whenever a system, tool, or policy changes.
Which metrics show that a knowledge management program is working?
Explanation: Use data to prove value and spot weak spots.
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Article Views: Are users finding content?
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User Feedback: Thumbs-up or satisfaction score.
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Time-to-Answer: Seconds it takes to reach a solution.
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Call Deflection: Tickets avoided after a self-help visit.
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Article Freshness: Percent updated on schedule.
How can we encourage employees to use the knowledge base instead of calling the service desk?
Solution:
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Meet Users Where They Work: Embed the search bar in your portal, chat, or ITSM tool.
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Coach During Calls: Walk callers through finding the answer so they can do it next time.
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Incentivize: Recognize teams that cut tickets through self-service.
Benoit Tessier is the Director of Product Marketing at EasyVista, bringing over 20 years of IT Service Management experience and expertise in process implementation and technical integrations.
