1. Making life easier for you and your users JAMES LESLIE VP
PROFESSIONAL SERVICES Knowledge Management Simplified
2. Knowledge management is a discipline that promotes an
integrated approach to identifying, capturing, evaluating,
retrieving, and sharing all of an enterprise's information assets.
These assets may include databases, documents, policies,
procedures, and previously un-captured expertise and experience in
individual workers. (Duhon, Gartner Group, 1998) What is Knowledge
Management? Knowledge management is the process of capturing,
distributing, and effectively using knowledge. (Davenport,
1994)
3. What should Knowledge Management be? SIMPLE TO FIND TO
UNDERSTAND TO MONITOR TO MANAGE INTUITIVE INNOVATIVE EVOLVING
15. Mobile Devices in 2014 More Connected Devices Than
People
16. Device Smart technology tailors the way your knowledge is
displayed to the device that its on. Knowledge should be Device
Smart
17. The internet is pan-generational Users expect instant
gratification People seek self-service rather than interaction
Generation Internet
18. 40,000 search queries per second 145 million per hour 3.5
billion per day People use Google as a first point of contact Where
do your users go when they want help? The Google Effect
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20. Automatically optimize content with no need for Adwords,
keywords, metadata or manual intervention to drive up your rankings
Almost half the traffic to Transversal hosted optimized pages comes
through Google Optimized Knowledge
21. Prescience APIs give you the freedom to embed consistent
knowledge everywhere. Knowledge Everywhere
22. Answer contextual questions on your pages before theyve
been asked. PrescienceAPIs inside your site
23. Complementary, related entries based on what users might
ask next, can answer questions before they are asked,
automatically. Smart Links
24. Guide users to their answers in the simplest way. Decision
Trees
25. Perform a live search that adapts as the user types
Predictive Search
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27. Inject knowledge into contact forms to search knowledge
articles and return common questions relating to their query
Supercharge Escalation channels
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29. Simple to understand
30. Keep text concise Make it media rich with images, videos
and sound files Easy to Scan
31. Use your customers language Use active voice Easy to
Read
32. Utilise readability tools such as Gunning Fog Index or
Flesch Reading Ease tool free at checktext.org Knowledge management
is a discipline that promotes an integrated approach to
identifying, capturing, evaluating, retrieving, and sharing all of
an enterprise's information assets. These assets may include
databases, documents, policies, procedures, and previously
un-captured expertise and experience in individual workers.
Readability Tools
33. Simple to monitor and manage
34. Knowledge is not a one-off project, it should constantly
evolve. Evolve your Knowledge Ecosystem Deploy MonitorOptimize
35. Get ratings on the quality of your entries Feedback -
Ratings
36. Find out how you can improve the quality of the entry when
it is under-performing. Feedback Textual Healing
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38. Evaluate the reasons people escalate and see if you can
fill gaps in the knowledgebase. Fill Knowledge Gaps
39. Look for Patterns Next generation tools like TrendWatch
find themes in search queries, email and social media, allowing you
to address them before they become issues
40. Regularly review content to ensure that it is up to date
Remove unused or duplicate content to make it easier for users to
find their answer and improve search results Regularly refresh
content
41. Back to the beginning
42. What should Knowledge Management be? SIMPLE TO FIND TO
UNDERSTAND TO MONITOR TO MANAGE INTUITIVE INNOVATIVE EVOLVING