Blog Social Knowledge Management

The 5 Big Strategic ITSM Challenges for 2015

Capture versus Creation

 

When thinking about knowledge management, the traditional approach is to think about the processes you will need to create knowledge content. How do you squeeze knowledge out of subject matter experts? How do you validate and refine content for publication? The intention is good, but centralized authoring doesn’t work.  The people with the most valuable knowledge are always busy by default. They don’t have time to continually “feed” a knowledge base, even if pushing knowledge downstream does free up more of their time in the long run. It’s another example of operations standing in the way of improvement. 
 
The truth is that organizations already have processes that create knowledge content – the day-to-day IT processes like incident, problem, change and request management. With processes that create and transfer knowledge already in place, IT needs to think about knowledge management from different angles: capture and curation. How can you capture the knowledge that is already flowing around the organization? And how can you curate this knowledge to make it more useful and shareable?
 
Social Curation
 
When you push collaboration online the volume of knowledge content explodes. Existing curation processes are too heavyweight to enforce without creating huge backlogs of knowledge artifacts waiting to be approved. But, collaboration created the problem and collaboration can solve it - through social curation. “Social signals” – the Facebook “like”, Google +1, Amazon star ratings and Helpful/Not Helpful flags- are all indicators of the quality of published knowledge which can be crowd-sourced by knowledge consumers. As a result, no formal process is required and the burden of curation is spread across a much broader group.
 
With a much larger number of people creating and curating content, your knowledge base can finally hit the “critical mass” it needs to become the default go-to resource it’s supposed to be.
 
Find out more in the full briefing paper: “Social Knowledge Management”
 

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