Offering one-on-one support is a very personal and individualized approach to KM communications. Build a team of people who provide support to users by phone, email, chat, enterprise social network (ESN), and screen sharing.
In order for users to adopt and continually leverage your KM program, you must make it easy for them to access people, process, and technology components. This includes providing an intranet, portal site, or mobile app with obvious links to the available resources. Allow users to quickly navigate to the appropriate sites or apps based on their role, business process stage, and current requirements.
Our KM Conversation webinar series included a chat with knowledge management evangelist and expert Stan Garfield about using gamification techniques, including offering tangible rewards for participation in a KM program.
In order to motivate those in your organization to embrace knowledge management, you must be able to passionately describe the end-state vision for your program. What does KM look like when it’s working? Establish a vision for how knowledge management should work, and relentlessly work towards making that vision a reality.
Education is required when introducing a new KM initiative, during roll out across your organization, and as a key part of ongoing implementation. You must continue to offer training in a variety of ways; once is never sufficient. Please read on to learn the elements of a knowledge management training program, drawn from my new book, Proven Practices for Promoting Knowledge Management.