On Knowledge Management (go back »)

What makes a good knowledge management system? One that, when a person needs to find out information about something to do his or her work more effectively, is able to search for it quickly and find the exact information he or she needs. This person won't need to go through other people to get the information he or she needs. Most of the input to update this information is automated.

To create this system, I figure that a good step would be to look at the business processes in the organization. What is the business process pertaining to each staff role? For instance, for a customer service personnel, what are his or her inputs to the business process? From there, figure out: what information does this person need? After getting all the information requirements from all the job roles, consolidate the requirements and determine how to deliver the information required. Always keep in mind to weigh the costs of getting the information in a certain way to its benefits.

In Business