Knowledge Management Systems Lessons Learned: 5 Key Takeaways

Knowledge management (KM) systems are an investment. But when implemented correctly and applied with the mindset of continuous engagement and improvement, a knowledge management system is well worth investing in. We share the lessons our clients have learned when implementing KM systems.

When it comes to creating and building an effective knowledge management system, many organizations struggle, especially when it comes to developing clear objectives, clearly defining roles and responsibilities, and creating standard operating procedures. 

This blog covers:

• Knowledge management and lessons learned
• Knowledge management benefits
• The 5 key take-aways for knowledge management lessons learned
• Other best practices for implementing a knowledge management system
• Further resources on knowledge management and lesson learned

Knowledge management and lessons learned

Knowledge management is the process of creating, organizing, sharing, storing, and using organizational knowledge to help improve company-wide performance. People tend to think KM is about collecting and storing data; but knowledge management involves actively connecting resources, ideas and people to create meaningful solutions. The goal of KM is to improve the efficiency of an organization's collective intelligence.

Lesson learned

Most project managers understand the importance of capturing lessons learned; it is good for the team, organization and existing and future
projects. Lessons learned are the documented information that illustrates both the negative and positive experience of a project.

Read our popular blog: Lesson Learned Guidlelines and Examples. 

Knowledge management benefits

So, why should organizations invest in a knowledge management system? Here are just 6 benefits that can enhance both the employee experience and the aims of an organization itself:

1. Improved employee onboarding

By having a comprehensive knowledge management system in place, employees can quickly and easily access the organizational knowledge needed to hit the ground running; this saves time, resources and makes for smoother onboarding experiences.

Read more about knowledge management and employee onboarding. 

2. Enhanced decision-making

Knowledge management systems offer insights into trends and data that are otherwise obscured; enabling organizations to make more informed decisions on a regular basis and make decisions with greater certainty and security, minimizing risk.

3. Improved customer experience

Having a comprehensive knowledge management system in place allows organizations to quickly answer customer questions, provide timely support and resolve problems faster.

Knowledge management supports the business’ ability to provide holistic responses to complex, multi-layered queries. Whereas traditionally ‘first time response’ metrics created a single question-single response mindset, the customer relationship today is based on the drive to provide a complete response – which in turn increases customer retention.

This helps to improve the overall customer experience and helps businesses build a solid and reliable reputation with their clientele.

4. Improved employee performance and continuous upskilling

With access to the right and, importantly, up-to-date information, employees can quickly and easily get up to speed on their role, as well as the roles of other employees and other departments. This knowledge building helps to improve performance, which in turn allows organizations to achieve more with less resources. Motivated employees confident that they are providing accurate and consistent information will engage better with your customers.

A comprehensive knowledge management system also allows employees to upskill with ease, making them better equipped to take on more senior roles and responsibilities in the future. Not only does this result in an enhanced employee experience, but it also saves money on new hires - the average cost of filling a vacancy in the UK is £6,125, and the cost of an unmotivated/ disillusioned hire is greater both in terms of the financial and emotional impact on current employees.

5. Increased seamless collaboration

Collaboration is key to any functional workplace, especially as the rise of remote work continues.

Knowledge management systems enable team members to quickly find the information they need to collaborate effectively and complete tasks faster; this increases efficiency within an organization and helps reduce costs associated with lost productivity.

6. Reduced consultancy costs

Enabling channels that employees can use to collaborate and communicate on knowledge improves not only the quality of the content, but also how and how often it is used. So knowledge management also reduces the need to invest additionally in consultants and trainers to interpret and explain your own knowledge back to your employees.

The 5 key take-aways for lessons learned

We have learned 5 particular lessons about implementing knowledge management systems:

Lesson 1: Understand your knowledge management needs

Just like starting any other project, you need to create a plan for implementing your knowledge management system. Think about the business problems you want to solve by putting together a list of short and long-term goals. You must know what you are trying to accomplish so that you can then measure the success of your knowledge management system.  

1. Identify Knowledge Assets: Determine what knowledge assets exist within your organization, including explicit (documents, databases) and tacit (employee expertise) knowledge.
2. Assess Knowledge Gaps: Identify gaps in your current knowledge management practices and areas where improvements are needed.
3. Set Clear Objectives: Define clear, measurable goals for your KMS to ensure it aligns with your organizational strategy.
   
   

Lesson Learned

Organizations that skip this critical first step often struggle with low user adoption and inefficient KM practices. Understanding your specific needs ensures the KMS is tailored to support your unique objectives, leading to better outcomes.

Lesson 2: Engage Stakeholders Early and Often

Successful knowledge management initiatives require buy-in from all levels of the organization. Engaging stakeholders early in the process helps build support and ensures the system meets the needs of its users.

1. Form a KM Team: Assemble a team of representatives from different departments to provide input and champion the KMS.
2. Conduct Workshops and Surveys: Gather feedback from potential users to understand their needs and preferences.
3. Communicate Benefits: Clearly communicate the benefits of the KMS to all stakeholders to build enthusiasm and support.
   
   

Lesson Learned

Organizations that fail to engage stakeholders early often encounter resistance and low adoption rates. Involving stakeholders from the beginning ensures the KMS is user-centric and widely accepted.

Lesson 3: Focus on User Experience

A knowledge management system is only effective if it is used consistently by employees. Focusing on user experience (UX) ensures the system is intuitive, accessible, and aligned with users' workflows.

1. User-Friendly Interface: Design a simple, intuitive interface that requires minimal training.
2. Integration with Existing Tools: Ensure the KMS integrates seamlessly with other tools and platforms used by employees.
3. Mobile Accessibility: Provide mobile access to the KMS so employees can access knowledge on-the-go.
   
   

Lesson Learned

Organizations that prioritize UX see higher user adoption and engagement. A user-friendly KMS becomes a natural part of employees' daily routines, maximizing its effectiveness.

Lesson 4: Promote a Knowledge-Sharing Culture

Importance of Culture

A successful knowledge management system relies on a culture of knowledge sharing. Encouraging employees to share their expertise and insights fosters collaboration and continuous learning.

1. Incentivize Sharing: Recognize and reward employees who actively contribute to the KMS.
2. Leadership Support: Ensure leaders model knowledge-sharing behaviors and promote the use of the KMS.
3. Training and Development: Provide training to help employees understand the value of knowledge sharing and how to use the KMS effectively.
   
   

Lesson Learned

Organizations that cultivate a knowledge-sharing culture experience more robust knowledge flows and greater innovation. Employees are more likely to contribute and seek knowledge, enhancing overall organizational intelligence.

Lesson 5: Continuously Monitor and Improve

Importance of Ongoing Evaluation

Implementing a knowledge management system is not a one-time project but an ongoing process. Make sure you have a clear picture of the ‘before' situation to compare with the ‘after’ implementation stage. Keep in mind that seeing results will take some time but that monitoring performance will help you improve your knowledge management implementation step by step. Some things may work well for your organization and some won’t; there may be gaps or your vision may change. Continuously monitoring and improving the system ensures it evolves with organizational needs and remains effective.

1. Regular Feedback: Collect regular feedback from users to identify pain points and areas for improvement.
2. Performance Metrics: Track key performance metrics such as user adoption rates, content usage, and impact on productivity.
3. Iterative Improvements: Use insights from feedback and metrics to make iterative improvements to the KMS.
   
   

Lesson Learned

Organizations that continuously monitor and improve their KMS see sustained success and relevance. Regular updates and improvements keep the system aligned with evolving needs and technological advancements.

Other best practices for implementing a knowledge management system

Here are some other points we'd recommend considering when implementing your KM system:

Using the right software

You need to invest in the right software for your knowledge management system. The software should be accessible and intuitive so that all employees can find the information they’re looking for quickly, irrespective if they want to navigate to what they need or search for it.

This means the knowledge management software must support different user journeys that always get users the same, correct,  result quickly. The software also needs to be scalable and secure so that as your operations grow so does your system’s capacity to store, manage and retire knowledge.

Regularly updated and monitored content

Once your KM system is up and running, the content within the system needs to be regularly updated so that it's always relevant to company operations.

This means making sure all documents, policies, processes and procedures are reviewed on a regular basis by an appointed person or team. Assigning a knowledge management role to one person in each department can be an efficient way to do this, and monthly updates should be a key pillar of their duties.

Aligned with regular reviews of the quality and accuracy of the content is the continual monitoring of how content is found and being used. If content isn’t being used, is it still relevant, does it make sense to invest in it or assign resources elsewhere? If content that is critical to the business isn’t being found, how can you make it more visible?

The quality of content determines how helpful it is to those who need it. Quality content depends on several aspects:

• Accuracy – it is factually correct?
• Readability – does it make sense to the audience who needs to use it?
• Interpretation – is it clear, concise and consistent with all knowledge articles in how it is presented?

Rewarding contribution

To encourage employees to contribute to the knowledge management system, it’s important for organizations to provide rewards or recognition for their contribution. This could be something as simple as a bonus or additional leave days. This will act as an incentive for employees to share their knowledge with the organization and help to build an effective KM system that incentivizes curiosity, knowledge sharing and a culture of collaboration.

Download our popular Knowledge Management eBook.

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• The most advanced knowledge platform for Microsoft 365 that makes great use of taxonomy to help drive the automation of content flow.
• Makes it simple for everybody across the whole organisation to find stuff and everybody to contribute.
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Further resources on knowledge management and lesson learned

• J. Andrade, J. Ares, R. Garcia, S. Rodriguez and S. Suarez, "Lessons learned for the knowledge management systems development," Proceedings Fifth IEEE Workshop on Mobile Computing Systems and Applications, Las Vegas, NV, USA, 2003, pp. 471-476, doi: 10.1109/IRI.2003.1251453.
• Kothari, A., Hovanec, N., Hastie, R. et al. Lessons from the business sector for successful knowledge management in health care: A systematic review. BMC Health Serv Res 11, 173 (2011). https://doi.org/10.1186/1472-6963-11-173