Expected Trends and Changes
When discussing a knowledge repository in an organization, many envision a centralized and traditional repository: content editors feed content into a dedicated knowledge management system, publish it, and update it as needed.
One of the main problems in implementing a knowledge management system and increasing its use is the lack of user trust in the content it contains. Content editors, responsible for entering knowledge items by their job definition, are not always perceived as having relevant field experience.
Common claims that can be heard in organizations in this context are:
"The knowledge repository is disconnected from the field; it seems the content feeders have no practical experience."
"It's a theory; things are different in practice..."
"It's hard to find information in the system; the language of the content feeders is different from the field and customer language."
"By the time the information is updated in the system, other things are already happening in the field..."
New trends that we can expect to see more and more in knowledge repositories:
In the past year, we have witnessed more and more trends of change in traditional knowledge repositories as we have known them until now:
Tag Cloud - A tag cloud in knowledge management systems allows users to tag items in their language and/or the customers' language. The taxonomy gradually transforms from editors' language to users' and customers' language.
Wiki Style - There is a trend of selecting users and chosen field employees as content feeders. Some organizations implemented this for specific content only, such as hot questions from the field, sales tips, etc. In some organizations, users feed all content, such as technical support and troubleshooting systems. This is not yet a dismantling of the centralized knowledge repository but rather a transition towards decentralized knowledge repositories that involve field employees who also feed content.
Rating - The Use of a rating mechanism as a recommendation for items. The rating encourages content feeders to edit the content better for users. For example, content feeders upload several possible solutions to a problem in a technical troubleshooting knowledge system. The rating mechanism can serve as a gauge for the best solution in the eyes of the users, and the first solution offered to customers as a solution to the problem will be the one that receives the highest rating.
Comments - Use a commenting mechanism for sending feedback and comments on an item. Feedback is no longer intended only for the content editor's eyes but rather a response and sharing of comments with all users. The mechanism allows learning and encourages knowledge sharing within the organization.
Social Networks - The increased use of Web2 tools on the Internet is gradually entering knowledge repositories as well, allowing more openness in organizations on the issue of sharing with the field and customers. Since the topic of social networks is already familiar to users, most of whom are exposed to them in everyday life, incorporating some of the features into a knowledge system could increase usage:
Use of a wall for messages and updates in the system
Comment and share - for sharing between users
The social network as a professional community
Designing the phone book as a social network
Using Twitter for updates, tips, etc...
Video Linking - Knowledge items, such as technical training, are easier to convey to the user and even the customer through short instructional videos, such as those on YouTube.
Implementing a knowledge management system is not a one-time step but takes place throughout the system's life in the organization. It is recommended that the organization keep its finger on the pulse by regularly examining emerging trends in knowledge repositories and knowledge systems and constantly thinking about which trends should be implemented in-house to embed and encourage use.
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