2Know Magazine: Sharing KM Knowledge
2Know: Sharing KM Knowledge
September 2020 - Magazine No. 252
September 2020 - Magazine No. 252
Written By Michal Blumenfeld

Gamification is imbedded in our psyche in early childhood. Mankind has been playing games since prehistoric times. Gamification is a vital part of child development socially, cognitively, motorically, etc.

The dichotomy between the 'serious' world of adulthood and the childish world of gamification has crumbled away with the emergence of escape rooms. They began in Japan, China, and Hong Kong in 2007. They then became a worldwide phenomenon and a huge success. The success of escape rooms is solid proof that adults enjoy playing. Playing games has been shown to be a basic human need, regardless of age or creed. Recognizing this need has legitimized adults gathering for a common goal. This in turn paved the way for gamification, when circa 2010 it began being discussed in organizational contexts.


This past decade has seen gamification become a legitimate tool. Respectable organizations began using these tools, emphasizing the experiential aspect rather than solely the didactic. They have added gamification principles and components to activities and products. The fun 'kept locked' to be used on fun days became a means to attaining organizational objectives. Enjoyment, it seems, can be the key to conveying meaningful messages.


Gamification encourages using your imagination, creativity and 'out of the box' thinking. These skills have thus become increasingly valued in organization. Gamification can be used for learning new subjects, tutorials, implementing new systems, brain storming, etc. The motivation to learn new subjects increases when learned as part of an enjoyable game. Gamification elements can be of assistance when sharing knowledge in the organization and enhance cooperation among colleagues. Workers who share organizational tasks can suddenly be faced with 'saving the world'. This is obviously just 'playing pretend', but we can experience strong emotions even when we know what aroused them is fictional. Consider the last time you were scared or brought to tears by a movie. Despite being aware of its fictional nature, you nevertheless experienced an authentic emotion. These experiences generate meaning and increase workers engagement to the organization.


Fun and enjoyment, therefore, do not negate organizational goals- quite the opposite! And yet, gamification could enjoy wider implementation in organization. How? Creativity is the name of the game.

For example, a digital escape room can be set up to instruct/implement a certain subject. This sophisticated solution is easy to implement, especially in comparison to a physical escape room. It is also a solution especially appropriate for Covid19 days.


What are the essential properties and components of a digital escape room?

  • A dramatic story line or theme- usually a great danger threatening the organization, such as a virus which infiltrated into organization servers. The story can be presented via a simple video to start the game off.
  • Game time limit- a 'ticking clock' is an element taken from the world of cinema. It creates a clear timeframe in which the threat may be exacted. This component adds interest and suspense.
  • Transforming participants into the heroes- only can you save the day, it is all on you.
  • Basing the tasks on the knowledge/values you wish to instill- learning takes place via hints scattered around the room and assist in solving the riddles.
  • The plot advances as the game proceeds- solving the riddles reveals new plot details. Participants actively advance the plot and solving the riddles is an integral part of the story.
  • Designing different screens- it is best to design 3-4 different screens for each game to retain interest, surprise and satisfaction when shifting from one level to the next. Any solution will lead to the next riddle on the same screen. A meaningful task and plot advancement will lead to the next screen.
  • Humor- it is recommended to incorporate humor into the various elements.
  • Sharing and teamwork- teammates cooperate to solve the riddles. There is a competitive element between teams and a sense of pride within each group.
  • Concluding video- a virtual substitute to exiting the physical room. Describes the happy ending to the adventure and thanks the team for its excellent work.
  • Everyone wins- despite the competition between teams, anyone who 'exits' the room is a winner.


In conclusion, instead of receiving knowledge passively in top-down form, let us turn workers into active participants. They are those that advance the story, thus enhancing engagement. Digital escape rooms are an effective tool for instilling values and conveying knowledge. Other gamification tools can also be used to assist the organization in attaining its objectives. Moreover, this can be done with a sense of meaning and enjoyment.



Written By Yamit Omer

The laptop, besides its advantages, is an excellent tool for notes, summaries, and reminders. After all, many people can type faster than they can write and it seems that we can more easily perceive oral rather than textual material. this, however, is not the case. Recent years have seen more and more people discover the power of an organized (physical) notebook as an efficient learning tool for organizational purposes. Some might view this as a regression to olden times, yet I suggest this change be viewed as a smart analog system in a digital age. Many studies have shown writing offers value added substantially more effective for learning, creativity, and efficiency. Hereby are some reasons why you might want to consider a pen and pad:


  1. Improving your memory:

Writing by hand takes more time and forces your brain to dwell on each word a bit longer. This results in your brain processing complete data, which is more memorable than bits of data received when typing.

Writing can improve memory through:

  • Writing very important tasks multiple times
  • Rereading what you have written
  • Writing right before you go to sleep. If you sleep on it, you will wake up with it.
  • Using digital reminders as a complementary tool rather than your main solution
  1. Improving concentration and information processing:

Since we are able to substantially reduce diversions while writing (unlike typing) we increase our focus and think more about the material being written. We thus enhance our ability to understand and deeply process information.

  1. Creativity:

Writing by hand actually affects our cognitive processes by slowing us down, allowing us to consider new, creative ideas while writing. “Creativity enables sensitivity”, said Bill Gates. And indeed, a study conducted in 2016 has shown a causal connection between writing and emotional processing.

How can we implement this?

  1. Meetings

Make sure to arrive at meetings with pen and pad at hand. Write down main points during the meeting to allow additional ideas to pop up and make the meeting much more productive. Furthermore, unlike typing, writing allows you to maintain eye contact with participants.

  1. Lectures

How many times have you left a lecture trying to remember that brilliant thing you just heard the speaker say? How many times during a lecture has your mind wandered elsewhere? Writing during a lecture contributes to our concentration and prevents us from daydreaming. Continuous writing will assist our brain in receiving complete data thus making it more memorable.

  1. Writing documents

Occasionally, when our thoughts are in disarray prior to writing a document, it may help to write its drafts by hand. Writing by hand allows us to organize our thoughts.


I am not suggesting we substitute our laptops for a pen and pad. This piece itself was typed by keyboard. Furthermore, writing by hand rather than typing is a matter of personal preference and comfort. People differ in their learning techniques. That said, writing is indeed preferable in some situations, regarding the aforementioned aspects.

So, till we all own laptops equipped with their own pens…start off by increasing your writing by hand. You just might discover the magic of learning through writing.








Written By Chezky Shneller

The Coronavirus crisis which is still raging on has coerced business organizations to shift from the physical realm to the virtual. One known way to implement virtual UX is the use of Chatbots. Chatbots are a form of software designed to converse with customers digitally and automatically.

Customers have grown used to receiving an optimal user experience from large corporations such as Amazon, Netflix and Ali Express. They now expect the same level of UX from financial institutions. In a virtual age, customers demand both self-serve capabilities and to receive quick, efficient service when they make contact through various channels. They sure do not wish to call a service center to discuss a transfer. Many customers do not wish to physically arrive anywhere to open a new account or perform any financial transaction.


Utilizing chatbots in banking environments has its advantages:

  1. Chatbots automate frequent and simply answerable questions and answers. These include transfers and accounts, hours of operation and resetting passwords. By taking over these tasks, chatbots allow service centers to deal with issues of greater value. A live chat with a banker would be needed in more complex situations, such as opening accounts, credit card fraud and data regarding loans. Chatbots play a pivotal role in these cases, too: they are those that direct the call to the relevant functionary.
  2. The chatbot is available 24 hours a day.
  3. It possesses an innate ability to measure and monitor.

Furthermore, Chatbots are innovative. They are the most efficient way for an organization to make its services accessible to its users. This solution is intuitive, as chatbots are placed in a setting natural to users. Its development involves a fairly quick process which requires relatively few resources since they can be generated in a codeless fashion. And finally, it has been proven to improve UX: over 75% of users have reported a natural, pleasant experience.


Despite this tool's advantages, implementing and applying it hoping to benefit efficient, substantial support to financial institutions isn't considered a quick or economical solution. Technology alone cannot solve challenges involving deciphering and managing information that is directly connected to the process. For example, the way data flow in chats is managed precisely and comprehensively). The data the chatbot holds is what fuels the conversation and the user experience. Optimal data flow is attained by using multi-staged conversation scripts which necessitate complex decision diagrams. For example, a seemingly simple chatbot convo such as 'opening an account' or 'reset password' may contain more than 25 decision diagrams. The compilation process is complex and when prepared for a banking chatbot it is vital to incorporate banking experts (besides KM and technological personnel) to ensure optimal UX.


Another challenge setting up a chatbot for banking settings stems from the regulation so prevalent in this area. The chatbot must meet the monitoring and procedures challenges this field involves. Therefore, the chatbot must include functions familiar to us from the field of Knowledge Management:

  1. Comprehensive version management documenting changes to content items, as well as by whom were these changes authorized and when
  2. Workflow for content authorization to ensure that every new or updated content goes through the appropriate authorization process
  3. Connectors allowing consumers a smooth journey from one application to another
  4. Banking Security complete with full monitoring of record management


Furthermore, it should be noted that chatbots aren't a 'fire-and-forget' tool. They require consistent analysis, fine tuning, and optimization to ensure their constant improvement. They must adapt to customers and provide a positive UX and therefore require resources to function efficiently.


It is safe to say that designing a chatbot for banking settings is a process replete with challenges. Lest us forget that it is merely a complementary tool among a larger set of tools available to banking consumers. These tools include banking applications which allow them to follow deals and online banking that allow them to perform simple transactions. The chatbots advantage is that it can provide technical support and basic services via digital channels such as the internet, the mobile app and online banking. The chatbot can provide answers regarding products and technical malfunctions. It also enables an intuitive search, directing consumers to their next stage.


Despite the aforementioned challenges, chatbots' advantage should be considered and implemented.



D.J. Haskins (Jul 20, 2020) "Why all chatbots are not created equal"

Dr. Moria Levy (July 24, 2020)

Bringing the future to Knowledge Management: a post-Covid19 world



Revital Elazar, Chatbots: Can virtual experiences possibly replace reality?







Written by Rom Knowledgeware
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