As a support executive, you are probably painfully aware of how important it is for your team to share what they know. You’ve spent thousands (and for larger organizations, tens and hundreds of thousands) on knowledge management. But you’re not seeing the progress. Not getting the results you saw when you launched your knowledge program.
But how do you know that the knowledge program isn’t working?
Here are three symptoms of a broken knowledge program:
- You hear a manager tell their support engineers that they can skip writing a knowledge article “just this once.”
This is a key indicator of trouble with your program. Your informal practices – your culture – values collecting, improving and sharing knowledge less than getting the work done. Your organization is losing time and frustrating customers by treating an urgent issue with less care than a non-urgent issue. The next customer who puts in a case (or when this same customer has the same problem) won’t benefit from this knowledge, creating another urgent issue that consumes time and energy when it has already been solved.
- Search activity in your knowledge base declines.
Your team might be churning out articles, attaching them to cases and even getting coached on writing them better, but if no one is looking at them, then the effort is truly wasted. Some organizations see this drop in self-service search activity by customers, which is a direct indicator of how valuable the customers see the knowledge in your repository. Other organizations even see search activity by engineers declining, which usually indicates a significant lack of trust in the knowledge (and often a strong statement about the overall quality of the articles).
- Your team members say that the knowledge program is broken, but your managers disagree.
This lack of consistency is a significant problem for your knowledge program. Your team, your managers, understand how important knowledge is to the company’s success, but they aren’t effectively translating your vision to the team. There are also likely challenges that the team is facing that the managers don’t see. Either of these are significant impediments to your knowledge program.
So what can you do?
The first step is understanding what is broken and what you need to fix. Klever’s Knowledge Sharing Capability Assessment is a quick way to not only see what’s broken from a number of perspectives, it will also give you a path to getting back to success. It’s a quick, affordable option for support organizations that need to get back on track. More information is available on our Knowledge Sharing Capability Assessment page.