Handbook: 16 Rules for practical Knowledge Management — Beginner’s Guide

With more than 10 years’…

Generally there are five tiers of procedures, each getting more and more granular towards the task-level work instructions.

Define a Process Hierarchy

Before you start inviting Subject Matter Experts (SME) to help you document existing processes, take the time to meet with them to understand what motivates them as individuals.

The value of Subject…

Create a content review schedule — up to date content is always more trustworthy.

Content review cycles

As a manager, you should be accustomed to managing team tasks and priorities, however within a Knowledge Management function…

The best way to present complex decision trees is to use a Guided Process — you’ll see this commonly in software packages as ‘Wizards’.

Creating process wizards

It’s important to highlight the purpose of each and label documents accordingly.

Label your processes

Another challenge that particularly larger organisations experience is knowing when to separate Policies, Work Instructions and…

By including examples and case studies in your knowledge articles, you can encourage staff to learn — not follow.

Sharing case studies

When managing content, as soon as content is approved, publish it where possible. Velocity is the secret.

Publish first, refine later

Before embarking any major effort to improve something big within your organisation, make sure your executive team are onboard and know the benefits of your proposals.

Engaging executives and sponsors