Techniques used in knowledge management aim to connect the people in a company with knowledge that is relevant to improved performance. Knowledge management techniques include the use of software to help in identifying, capturing and storing knowledge created within the organization. Knowledge management also uses techniques such as a knowledge bank to connect people to the knowledge they need. Techniques that encourage knowledge exchange between people include setting up communities of practice and the establishment of a knowledge marketplace, including collaborative software where relevant. Relevant, too, is participation in external networks and collaboration with customers and suppliers.
People in the company may be connected to the knowledge they need by the use of an accessible knowledge bank, updated by the staff of the company as they identify new knowledge and supervised by a knowledge management team to ensure completeness and quality. Staff training may be conducted regularly to ensure that all staffers, including new staff members, are familiar with procedures, know how to update the knowledge bank and where to access the knowledge they need at the relevant time. Knowledge management techniques such as case studies prepared at the end of projects can capture valuable knowledge gained on the project and store this knowledge for future use.
Other knowledge management techniques involve connecting people for knowledge sharing and collaboration. This may involve communities of practice in which staff can exchange knowledge on a routine basis. A knowledge cafe may be set up in the form of a workshop or a regular meeting for exchange of views and experience. Other knowledge management techniques include the knowledge marketplace, where appropriate software may be used to bring together staff that possess relevant skills and those teams and projects that need those skills. This may involve a directory of staff skills including both core skills and skills such as knowledge of foreign languages.
Knowledge exchange within an organization may be improved by the establishment of reviews after each project to assess the success of the project and identify areas that could be improved in the future. Knowledge management techniques to keep knowledge within the organization include arranging for knowledge exchange when staff change functions or exit interviews to capture their knowledge before they leave the organization. Staff job descriptions may be drawn up and regularly updated by staff members to ensure that the scope of each person’s function and skills is known throughout the organization. Staff assessments could include a review of the extent to which they have made use of the available knowledge management tools and a plan to increase their familiarity with those tools.
