Having strong knowledge base for your users can eliminate repetitive and easily avoidable support requests. But just the mere existence of knowledge isn't sufficient. Effective knowledge management is key to drive self service among your users.
Here are 3 helpful tips for effective knowledge management:
1. Add some spice to your knowledge base
2. Let users voice out their opinions
3. Make your KB accessible anytime, anywhere
Do you have more useful tips to share? Comment below!
There is so much that has been learned about knowledge management, and getting people to share what they know with others, over the years especially the importance of KM being about so much more than the technology, with the need for organizational change management given that it’s a change to the traditional way of working.
These research-based statements from Dave Snowden are super-helpful for KM success: