Knowledge work is different from other forms of work. Its emphasis is on non-routine problem solving that requires a combination of convergent, divergent, and creative thinking.
Knowledge workers are well-educated, have significant experience, and are considered people who “think for a living.” One of the keys to enhancing the productivity of your knowledge workers is to capture their knowledge so it’s easily accessed, shared, and improved upon by others.
By capturing this knowledge, making it easy to access, and identifying subject matter experts (SMEs), your knowledge workers’ productivity will increase as they see the value of, and are recognized for, sharing their knowledge.
Enterprise knowledge management and social collaboration platforms can be deployed in a variety of ways to improve productivity:
- Internal teams of employees can share answers, techniques, ideas, and articles with each other. Teams as small as five and as large as 100 thousand-plus are currently using enterprise knowledge management platforms in this way.
- Sharing articles and ideas are a great way for knowledge workers to collaborate and execute a well-defined innovation process.
- Developers can share code with other developers across the room or around the world to complete the development process more expeditiously.
- Call center representatives can use the Q&A function of an enterprise knowledge management platform to find answers instantly, reduce the number of escalations while improving the customer experience.
- Public-facing customer service sites can be deployed in both pre-sale customer query environments and post-sale customer service environments.
- Companies with complex products and services can provide a way for customers to find answers to their questions during the sales process.
- Educational institutions can use enterprise knowledge management and social collaboration so students can get answers to questions. This can be especially helpful in MOOC environments, where the community helps answer questions.