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Entries by Aprill Allen

How to Integrate a Knowledge Management Program in Your Organisation

Knowledge has become an invaluable asset in today’s business world, it is the fuel that an organisation needs to sustain itself in its environment. A knowledge management program (KMP) is designed to help organisations utilise this invaluable asset and maximise efficiency, productivity, and also the quality of products and services that it provides to …

Helping Employees Meet the Demands of Ever-Changing IT

Technology continues to advance at an exponential rate, and businesses are struggling to keep up. One way to stay relevant in a crowded, sophisticated marketplace is to employ workers who can emulate the dizzying pace of progress. That isn’t as difficult as it sounds. It may be simply a matter of how — and …

Introducing the Service Intelligence Layer

The consumerisation of workplace apps is finally addressing the long-neglected software experience of the enterprise user. Our workday-selves are now being treated to the kind of attractive interfaces and convenient procurement paths that our weekend-selves have had for some time.

The laser-focused problem-solving of modern software has created new challenges that now need addressing, though. …

The 8 pillars of a knowledge management strategy

There’s no standard definition of knowledge management and there’s a lack of understanding of what it is and where it fits, or should fit, in an organisation’s management toolset.
In my view, knowledge management is the strategic director of many activities to do with mobilising knowledge throughout an organisation and between the business and its …

When we don’t know what we know

One of the biggest obstacles organisations have when they introduce a learning and development program for the first time is designing a curriculum. Creating individual content for an e-learning system, for example, can be a daunting exercise—not unlike the writer facing a blank page. Even preparing a new team member with what they need …

Investing in mentoring: why it matters

I grew up in the family business of ticketwriting & screenprinting. I went to TAFE to learn foundational skills in calligraphy, brush lettering, and screenprinting, and I spent time in the workshop with my parents showing me how to apply those skills. I was able to build on that learned foundation and they were …

Establishing good habits

A knowledge management program is a change management program, and lasting behaviour change needs rewired routines. One of the simplest and most cost-effective ways to reinforce new behaviours is to make those expectations visible with posters in the work area. The Consortium for Service Innovation was smart enough to develop simple and memorable statements …

Mentoring

In the first of my KnowTech reports, I am focusing on applications that facilitate formal mentoring programs.
What is mentoring?
Mentoring is a concept we’re all familiar with. We often form a mentor-mentee relationship organically, and it may only be through reflection that you describe an individual as your mentor. Some of us seek out mentors, …

The strategic KM map: a model in progress

There are known knowns. These are things we know that we know. There are known unknowns. That is to say, there are things that we know we don’t know. But there are also unknown unknowns. There are things we don’t know we don’t know.
—Donald Rumsfeld
All individual and organisational knowledge falls somewhere on a spectrum. …

How to keep your knowledge base up to date

Here’s a simple process to help keep your knowledge base in good shape. When it’s in good shape, you’ll be able to take advantage of customer self-service and automated chat. Click on the infographic to see it in full-size.