Questions on KM
According to Laurie Orlov, an analyst from Forrester, KM is a broad term that frames a firm’s desire to do a better job in the creation, transfer, and codification of what employees, partners, and customers know.
Orlov argues that KM has become "Too broad to be meaningful, too encompassing for projects to be successful, and too subject to interpretation by vendors and consultants to be easily purchased, managed, or finished in anything less than a year".
She then recommends firms to aks themselves 6 specific questions. Does your firm need to do a better job of:
- Sharing solutions to customer problems in a call center?
- Helping groups or teams collaborate and share work?
- Locate people with specific skills or create communities?
- Managing unstructured content repositories?
- Providing customized access to existing information?
- Documenting, modeling and executing business processes?
Do you agree KM has become "Too broad to be meaningful" and can you think of another specific KM-question?