Managing Knowledge for Greater Impact: Transforming your Knowledgebase

Our  recent webinar, Managing Knowledge to Achieve Greater Impact, covered the important aspects of building a knowledge ecosystem that creates happy, loyal customers.  It’s a big topic so it’s no surprise that we couldn’t get to all of the audience questions in the Q&A.

Here to address the first round of follow-up questions are Senior Knowledge Consultant, Melissa Burch, and founder of FT Works, Françoise Tourniaire.

Q: We are thinking about moving to a new technology platform, what specific advise would you give us?

Melissa Burch: When choosing a new technology platform, the most important question to ask is “Does this align to my strategic objectives in the mid to long term?” Be sure to identify specific functionality you will need to support your business processes, and use that to determine which tool to select.

The second important consideration is the content migration strategy. How will you identify and migrate content from your legacy system into the new one?

Once you’ve answered these questions, you have the information you need to decide how you will retire the legacy system and the content it holds.

Q:  Our knowledge base has been around for many years and is not able to align to our new strategic initiatives. What do you recommend we do now?

Melissa Burch: It’s likely that there will be some specific pieces of knowledge in your legacy knowledge base that remain valuable and should be migrated.  A usability review of your content can help you identify what specific documents to bring over. Examine any usage data you have to ensure you only take valuable content.

Q:  We would like to implement a knowledge management program team to support our knowledge management efforts.  Where do we start?

Melissa Burch: The first step is to do a knowledge management ecosystem assessment to determine where your specific opportunities are. Do this yourself or partner with Irrevo to help you. This information will help you determine how you would like to design your knowledge program.

Determine if a centralized, decentralized or hybrid model works best. We cover the differences in our new white paper, so that’s a great starting point. Then start to build out your roadmap of the critical elements that are needed to be successful.

Q: I manage a doc/user assistance team of a brand within a multi-national software company. We don’t have any metrics about users interactions. Where do we start? Is there a good set of books or papers that give us some metrics that we can start managing?

Francoise Tourniaire: If you have no metrics at all, that’s great because you have no bad metrics. I would suggest starting from the balanced scorecard approach. There are a lot of ways you can look on the metrics. I have some books available that talk about metrics, and you can also read my blog.

The main thing about metrics is to accommodate both the theory of what you should measure and the reality of what you can measure. Start small. Start with metrics that are meaningful. If you can measure satisfaction at all, that’s a good start. Start with the ideal and accommodate what you can do.

Melissa Burch: In addition to FT’s book, I’d add another book to read; It’s called How to Measure Anything: Finding the Value in Intangibles in Business by Douglas Hubbard. The beginning of the book is very inspirational and makes you think differently about measuring for intangible value.

Further insight

If you missed the live broadcast, you can watch the recorded webinar.

And for practical advice and strategies to transform your customer support experience,  read  our new white paper, Managing your Knowledge to Achieve Greater Impact.

Stay tuned to the Irrevo blog for answers to more follow-up questions.

Make sure to sign up for the Irrevo Newsletter for announcements about upcoming webinars and insights about creating truly great customer service.