In our recent webinar, Build a Knowledge Management Transformation Plan that Wins Executive Support, our expert panel shared quite a few stories of how to get a successful KM program off the ground.
In this series of posts, Jennifer MacIntosh, VP of Customer Success at Coveo, is joined by Irrevo’s Knowledge Strategists, Melissa Burch and Laurel Poertner to address the incredibly insightful questions shared by our audience.
Q: What kinds of skills should we look for when engaging a knowledge management expert to help?
Melissa Burch: To be most valuable for you, the experts that you engage should fill the gaps in experiences that you and your team lack. So for instance, if your knowledge management transformation involves a website redesign and the presentation of your support knowledge base from the website, you need expertise in at least 3 domains. The first is website design. The second is expertise in KM tool functionality requirements and third is expertise in knowledge program implementation to ensure that the content you present is maintained. Or perhaps you aren’t really sure how to get started. Then you should look for an expert who has expertise in designing effective solutions and can help build the roadmap to get there.
Q: What metrics would be good to report to the Executive Sponsor and how frequently?
Laurel Poertner: I would focus on the higher level metrics and trends that align with the strategic framework. Something that I have done in the past is to present a Quarterly Business Review for the Knowledge Program. This allows you to note monthly or quarterly trends in traditional metrics such as Time to Publish, Average Handle Time, Knowledge Reuse, Linking Rates, etc. It also allows you to give project updates with completed milestones, potential risks and challenges, and finally an assessment of the progress towards the outcomes you identified within the strategic framework. Don’t forget to add new goals and/or risks to head them off before they happen so the Executive Sponsor is not blindsided by any sudden changes.
If you missed the live broadcast, you can watch a recording of this webinar. Stay tuned to the Irrevo blog for more Q&A from this session, and follow us on Twitter to be the first to know when we share new answers.
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