To improve their sales, increase productivity as well as take steps towards achieving their long-term goals, organizations should rethink how they use their current knowledge management capabilities.
Knowledge management has been a key component for organizations to survive while operating a remote environment. While it has been all along for employees and staff to resolve their issues regarding their different queries, it played a crucial role when organizations had no choice but to operate in an environment that most of them were unfamiliar with. However, its usage goes beyond just resolving queries for employees.
As per a survey conducted by DestinationCRM, 47% organizations that deployed knowledge management systems (KMS) saw an increase in sales while 54% witnessed an increase in web traffic. It shows that not only KMS help employees and staff members to feel less burnout but also enable the organization to achieve their long-term goals. But, given today’s globalized environment, relying on just one language to address the issues for staff is not a solution. To effectively utilize it, organizations should take a multi-lingual approach towards knowledge management capabilities. This will allow them to integrate the repositories across the enterprise while making it easy for employees to seamlessly access the resources to address their issues.
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Here are a few steps organizations can take to create a robust knowledge management systems for 2022 and beyond:
Organizations will need to expand their KM systems into centralized but multilingual repositories
No doubt that the KM system has provided a lot of benefits to organizations during the past couple of years. But, at the same time, it also highlighted its limitations because of the configuration as well as structures of country-specific repositories. The unanticipated switch of organizations to remote work as well as the latest hybrid work environment has developed a business requirement for organizations to broaden their KM systems. This allows them to create a centralized global system, yet multilingual knowledge repositories that can work effectively and intuitively in each of the identified languages.
By 2022, multi-jurisdictional organizations will concentrate on revisiting the taxonomies as well as document classification in the KM systems. Meaning, the search for knowledge that gives results equally and effectively irrespective of the language in which the search is performed.
Organizations will concentrate on implementing internal and external knowledge sources to facilitate unified search
Staff members search for ‘knowledge’ that is generated internally but often explore external third-party content resources such as the web, legal databases for relevant data. Due to lack of integration between the platforms as well as resource repositories, professionals often have to seek information in different resources individually. Not only is this time consuming but it also restricts a 360 view of the subject matter that they are searching for.
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Therefore to succeed in 2022, organizations that have a sufficient level of maturity in their KM will proactively partner with technology solution providers to attempt an enterprise-wide knowledge portal. This will help them to facilitate comprehensive searches across various repositories and resources.
Organizations will capitalize on analytics to drive improvements as well as adoption of the KM functionality
The KM department will need to get insights on how the professionals utilize their KM systems, where are the limitations to make sure that their functionalities are tailored to the user needs. Intelligence such as what types of searches professionals are doing, the differences in focus by country as well as whether the information that professionals are seeking meet their expectations will help to drive improvements in the KM system.
In 2022, the KM departments will have to stretch beyond maintaining the KM systems to leverage reporting and analytics for monitoring adoption and function and the value it is delivering to the organization. Moreover, as the firm advances towards global, analytics, multi-lingual KM functions they will need to create analytics that ensure KM is geared towards meeting the needs of all stakeholders equally.