Trash your wikis
Knowledge Management Pitfalls
The shortcomings of Knowledge Management are key to Answer Management. Knowledge Management has been an enterprise pursuit for two decades. Its goal is to create a process for “capturing, distributing, and effectively using knowledge.” The benefits are huge. It creates an asset of preserved intellectual capital with the potential to improve business decisions, increase efficiency, accelerate innovation, speed on-boarding practices, and generally improve user satisfaction. It’s been a long and expensive process, but companies have been relatively successful at building comprehensive libraries of information. The real problem is adoption. Value is only created when people consume knowledge, and they aren’t.
Employees want the information locked in Knowledge Management solutions, but they can’t find it fast enough (and when that happens, they don’t come back for more). McKinsey says the average employee wastes 20% of their time searching for information; the equivalent of not coming to work for a full day every week. This is a serious problem worth solving, and there’s a solution.
Industry leaders are turning to Answer Management, but what is it?
Answer Management unlocks the value of documented company knowledge to the workplace. It creates an information layer based on questions and answers (Q&A) that simplify access, and provides the missing context documents need to get found.
The Answer Management layer sits between employees and existing knowledge libraries. Instead of requiring employees to search through information silos, it lets them ask questions and get simple answers.
5 Pillars of Answer Management
- Short answers: The Nielsen Norman Group found that when an article is over 111 words, users only read 20-28% of the text. Knowledge documents are long and contain answers to numerous questions. When a person has a question, they must sift through unwanted information to find what they need. This is not ideal for users who need fast direction so they can get back to work. Answer Management provides bite-sized answers to quickly answer questions. The answers are linked to source documents so users can drill into more detail when necessary.
Simple English: Enterprise content is written by experts,
using the language of their expertise – product
guides written by product managers, hiring
policies written by an HR directors, IT
knowledge articles written by technical experts,
and so on. Jargon makes content hard to find and
harder to understand. Answer Management sets
guidelines for the simplicity of language,
aiming for a
9th grade reading level, avoiding acronyms and
overly specific industry terms.
Accessibility: When an employee has a question and is forced
to go search for an answer, it takes an average
of 23 minutes and 15 seconds
to return to task. Answer Management removes the
cognitive overhead of switching context by
enabling users to get answers wherever they
work. The answer layer is made accessible from
any application so they don’t have to go to a
repository and search for a document. If an employee spends all day working in SAP
processing orders and they have a question about
SAP, those questions should be answerable from
within that application. This goes for Workday,
ServiceNow, Salesforce and any other workflow
Relevance: When employees use the search feature in a
repository and are not given back relevant
information, they will not come back. Answer
Management changes the nature of search for the
better. The Q&A layer serves as a level of
metadata to be navigated with search. Instead of
searching documents for keywords, Answer
Management matches questions to previously
answered questions that are tied to an answer,
and then a source document. The result is more
reliable search, providing more relevant
results, and an enhanced user experience.
- Automation: The amount of knowledge that is trapped in the heads of employees and across repositories is too large to manage manually. Answer Management is made possible on a large scale with automation. Machine learning and natural language processing can be used to break down long-form documentation into Q&A, and to capture new Q&A organically from employee interactions. All of this is monitored with human oversight to ensure accuracy.
Kaleo Software automates the implementation of Answer Management. Finally there’s a solution to help you realize the full benefits of Knowledge Management. In just a few weeks, the value of existing knowledge is unleashed to the business, giving actionable information when and where it’s needed to restore employee productivity. Haven’t embarked on your Knowledge Management journey? Not a problem–we’ll help you get started the right way so you hit the ground running with content that’s fully optimized for user adoption.
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Drop us a line today for a free quote!