Leaning Tower of Provisions for Knowledge Management (Part 1 of 2)
Josh: Hey, Jackie, I found a procedure here in our job aid database, but it looks like it may be obsolete. I'm not sure. Who should I tell?
Jackie: I dunno. I remember they kicked off the database, but they didn't tell us who to contact if we had a question like that.
Josh: Oh well, I'll just use it.
What if this procedure was essential to customer satisfaction? Or related to the approval of large expenditures for critical equipment?
I have been to at least two conferences where people were establishing some smaller, targeted knowledge management applications of one sort or another. The speakers were consulting companies and a client representative from the project. At least one of these was a major high-tech company. In neither case--and I did ask specific questions in this regard--did the consulting company address the issues of who was going to manage the content after they left.
Good grief! Nice job if you can get it. It's like they think that such a system will run itself through some sort of artificial intelligence.
The problems here seem obvious when you think about it, yet evidently there is no red flag during the project (or the players are color blind).
First, there needs to be some kind of roll-out with marketing and promotion so the application will be used.
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