KCS makes knowledge re-use easier
In his weblog Knoco Stories Stories, Nick Milton writes how hard it is to re-use knowledge. According to Milton, this is a serious barrier for knowlede management and he lists several re-use blockers. They are, amongst others, the knowledge not being available when knowledge workers need it and they don't have time to go looking for it.
Next, Milton lists some recommendations for knowledge workers to re-use knowledge. I will sum up a few from the list of 10 recommendations:
- The knowledge should be available to them (or better - presented to them) at the point and time of need.
- Ideally the knowledge should be built into process and procedure, and this procedural guidance should be available at the point and time of need.
- There should be a culture of checking the procedures, just as an airline pilot goes through their checklist before take-off.
- The knowledge should be usable.
- They should be able to see a clear link between their experience and learning (and the learning of others like them) and the creation of the new knowledge.
- They need to be assured, and need to believe, that the new knowledge or the updated procedure is the best available.
He concludes the blogpost with the following conclusion: "Knowledge re-use is far harder than just giving people access to a site or a document. It's tricky, it's hard work, and it is the step to where many KM programs fall".
One of the reasons why KCS (Knowledge Centered Service) shows good results is that sharing and re-use of knowledge is built into the process of handling issues. A knowledge base is built by its users, filled with articles that are immediately usable for solving issues. It is crucial that these articles are easy to find. Knowledge that can't be found will most likely be produced again in another place (i.e., another knowledge article).
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