Top Knowledge Management Trends for 2014
Today I co-presented a webinar with longtime partner Coveo, “Top Knowledge Management Trends of 2014.” We had a huge response to the event, and the largest live audience I’ve seen for a webinar in quite a while. KM is always a hot topic with TSIA members, but interest continues to grow as we see knowledge strategies moving beyond customer support to include field service, professional services, managed services, and more. So what are the biggest trends in KM today? Based on TSIA data and member conversations, here are the top 3 trends I highlighted in today’s webinar:
- Legacy search tools failing. My colleague Ken O’Reilly completed TSIA’s first “knowledge management practices” survey in December, and the results will be published in the next couple of weeks. I shared a couple of proof points in the webinar today to illustrate how existing KM implementations aren’t keeping up. The lion’s share of respondents to the survey have had both their customer-facing and employee-facing KM platforms in place for 4 or more years, which should indicate they are mature, highly adopted, and delivering value. But, when asked to rate their current KM implementations, the largest percent of respondents indicated the worst option: “Needs a lot of work.” So why are these mature implementations failing? In my experience, inadequate search is often at the root of the problem. Legacy search tools don’t do well outside a proprietary knowledgebase, and according to my annual tech survey, SharePoint is now the top installed knowledgebase tool used by service organizations. Not a specialized tool built for support knowledge, a generic content warehouse. With customers and employees now expecting to search content anywhere in the enterprise, in any format, requirements for search have evolved dramatically. Today, companies need a search tool that provides context, intelligence, dynamic taxonomies, and multiple filtering options.
- Enterprise collaboration. I have a report in editing right now calling enterprise collaboration “the third wave of knowledge management.” Another factoid from the recent KM survey is that less than half of customer issues are resolved by content in the knowledgebase. If you don’t have the answer at your fingertips, the most direct route to the answer is to ask an expert. I’m seeing huge planned spending on enterprise collaboration tools to enable this. But the missing element–and this is a BIG missing element–is how to know who the expert is to ask. This is where expertise management comes in. I have blogged before about the importance of expertise management, and I’m hoping more companies begin to include requirements for this in their KM/enterprise search plans. The same search platform that can analyze all the content in your enterprise to create dynamic taxonomies, can also create relationships between content topics and people. So, if you are trouble shooting an install script, the system can prompt you with the developer who wrote the install script, the Q&A person who tested it, and the Tech Pubs person who documented it. Armed with this information, you know exactly who to reach out to for an answer.
- Mobility. I tend to refer to this trend as “The Connected Customer” and “The Connected Technician.” The mass adoption of smartphones and tablets has revolutionized the way we retrieve and interact with information. While the majority of mobile devices may be originally designed for consumers, we bring our consumer experiences into the workplace with us. Today’s customers and employees expect–if not demand–that they have ubiquitous access to corporate content at any time, from any place, using any device. But to enable this, you need the right mobile infrastructure. When shopping for KM/search technology, include requirements in three areas. First, the system should support all devices, not just Droid or Apple or RIM. Ideally, this means HTML5. Secondly, the system should offer optimized displays for mobile devices–the same user interface that works fine on a desktop web browser will not work effectively on a 2″x 3″ smartphone screen. And third, the system should be able to retrieve and display a wide variety of formats. I’ve heard complaints from companies whose mobile search tools displayed some file types like ASCII characters–completely unreadable.
For those of you who missed today’s webinar, here’s a link to the OnDemand version: https://cysalesteam.com/tsia/event/on-demand-top-knowledge-management-trends-of-2014. It is only 30 minutes, and worth a listen if you are interested in what’s new with KM. Thanks to everyone who tuned in today. We didn’t have time to answer audience questions, so if you asked a question during the live event, we will be following up with you afterwards.
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