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Extracted from Radical Knowledge Management: using lessons learned from artists to create sustainable workplaces, in Frontiers in Artificial Intelligence: AI in Business, Knowledge and Innovation Management Section.

Knowledge management is the practice of creating, capturing, storing, and making accessible all the information that helps an organization achieve its directives. The resulting knowledge base then becomes a priceless resource to people at every layer in the management structure. At least it will if there’s a disciplined approach. A good approach to knowledge management should be rules-based, so the following is accomplished:

●      Destruction of information silos.

Search engineers work day and night to improve algorithms with one purpose - providing the most relevant information to searchers easily. It’s not about ranking websites or penalizing spam. Those are important processes, but they are just a part of a large task system active non-stop to offer results in half a second or less.

But your position as a part of the World Wide Web is slightly different. Yes, you want to provide relevant info to target audiences. Yes, you want to offer value for their attention, money, subscription, etc.

In every organization, leaders are appointed so that they can give professional guidance to their teams. They take the responsibility of providing practical knowledge to their peers and assist them in their tasks. When a team is assigned a project, then the leader is held accountable for the faults found in them.

As Drucker says – “If you can’t measure it, you can’t manage it”.

Believe it or not, knowledge management (KM) is a key discipline that one must learn in the following fields:

One of the major aspects of customer service is agent productivity that as a result helps the company in improving its customer experience (CX). Agents (users, employees) should be given access to all the necessary information and documents that are stored in an organized manner. In the training duration, it might happen that agents do not know what the next exact step should be taken while solving a customer’s query. 

Knowledge management as applied in modern organizations is both a simple concept and a wide-ranging one. Definitionally, it can be boiled down to the effort to manage information and resources to improve the organization’s efficiency. But this effort can of course be applied to any number of specific issues or aspects of an organization.

Knowledge Management as the System That Helps People in an Organization to Share, Access, and Update Business Knowledge or Information    

Knowledge management is a system that enables people to access, share, and update information and any business knowledge in an organization. It includes subjects in information systems, management, business administration, information science, and library. KM promotes the integrated approach to capturing, evaluating, and sharing information. 

Company knowledge is extremely valuable. It is crucial to manage knowledge to support organizational learning. In fact, knowledge management (KM) is essential because it informs business strategy.