2Know Magazine: Sharing KM Knowledge
2Know: Sharing KM Knowledge
August 2019 - Magazine No. 239
August 2019 - Magazine No. 239
Edition:
Written By Elad Bashi, KM Lighthouse

The title of this article might seem intimidating at first sight.  I assure you, despite the grandiose phrasing the matter at hand is quite simple.

In order to plan and implement a Knowledge Management methodology, we must be acquainted with the various components of our array:

  • Users
  • Information/content
  • A system to hold said information
  • Processes in the organization that support constant flow of information.

 

Each component supports another, while being supported by yet another component. Users consume information/content which is stored in the KM system. The KM system, in turn, is maintained by the content managers who depend on organizational business processes. Organizational processes support constant transfer of new information. Furthermore, system users provide feedback that enables its optimization.

Every organization is interested in its customers receiving quick, professional, uniform and reliable service.  Every organization offering a product and/or service is interested in increasing its sales potential with each encounter with a customer. The various methodologies provide us with the tools to attain our ultimate goal: providing users with the tools for performing their job most efficiently without depending on other professional parties in their organization.

Who will use the information?

We must meet our users and understand their need. We must understand what data they require and what form will be best understood in terms of phrasing, presentation and data search method.

For example, I wouldn't present representatives of a debt collection team tutorials on device operation. I would equally refrain from providing a technical support team with articles on debt collection processes (unless this issue is somehow their responsibility as well).

 

How should we write the information?

When writing information, we must stick to the following rules:

  • Each information item should be appointed a unique title which reveals its exact content. The item templates should suit the type of information they hold. Each item should be comprised uniquely. Users entering the item should know where to find the required piece of data.
  • Stick to the point and refrain from redundancy and repetitiveness.
  • Short segments are best. You cannot finish an entire meal in one bite, and you cannot continuously read entire pages of information. It's preferable to separate long texts into paragraphs, each consisting of five sentences.
  • Stick to positive phrasing that suits your users that is neither 'street' nor 'academic' lingo.

 

The importance of processes

Every organization has its processes and procedures. When introducing a Knowledge Management system to the organization, it must implement intra-organizational processes to transfer the relevant information to those maintaining the organizational knowledge held in the system. This knowledge can then be edited and pushed to edge users.

For example, the marketing department comes out with a new campaign. Prior to publishing it, part of the process involves transferring the data in a certain format to the knowledge managers that pushed to edge users. Without such a process, the campaign will be uploaded, and edge users will be approached by customers exposed to the campaign. Without the required data, they will be perceived as unprofessional.

What must a Knowledge Management system contain?

I believe that the term 'solution' perfectly sums up the essence of a Knowledge Management system. A KM system provides us with solutions for a certain need. The more it contains functionalities that benefit the users the better this solution suits said users.

Our solution will contain different functionalities according to our needs, such as:

  • Intuitive advanced search
  • User interfaces
  • Cataloging the organization's knowledge items by content categories
  • Search engine filters
  • Item comparison
  • Favorite items
  • Feedback
  • Forums
  • Tests and surveys
  • Integration with additional systems

 

Implementing the system

The usual reaction to anyone initiating the "new KM system" conversation is invariably "not another system!". indeed, we live in a system-filed environment. So, how can we convince our users that our new tool is nevertheless desirable?

  1. Involve management: informing users about the new system and its importance via management. Management should support, not provide answers instead of using the system.
  2. Preliminary publicity: at least once a month prior to the system's launch, begin hinting at an organizational change and flooding the organization with teasers.
  3. Involving edge users in decision making let your users suggest names for the system. by participating, they will connect to the system even before its launching.
  4. Discuss efficiency: if some data is difficult to locate, notify your users that this data is available via the new system. Reduce the time invested in training new workers, professional consultancy and handling customer queries. Provide constant updates.
  5. Games and competitions: a treasure hunt in which the clues are hidden in various items in the system and lead users to the treasure. Trivia questions with answers hidden in the system. Effective feedback competition: which feedback has contributed most? Announce the winner to all users. An item viewing and using competition.
  6. Ambassadors: each unit must appoint representatives to connect the fields with the system. these representatives are responsible for transferring the information (what to obtain, what to retain and what to improve) to edge users, system managers and content mangers.

I wish to further clarify that each organization is a unique entity in its nature as well as the nature of its users and customers. Organizations also differ in the type of information they handle, the solutions they select and their implementation methods. Nevertheless, we must realize that there are no shortcuts. We may set up an elaborate system with an advanced search engine. This system will remain unused and redundant if we write the content in a manner that doesn't allow users to understand content. What good is a system that isn’t coupled with processes to regularly receive new information? Without these components, the system will be merely a "white elephant" in the room that is your organization.

 

 

 

Written By Yanina Dayan, Daniel Ohayon

"An amazing User Experience is the most efficient leverage an online company can get if it wishes to increase sales by word of mouth" Scott Voigt, Founder of Full Story

The idea that stands in the base of magic moments is to provide a surprising and amazing experience by creating "magical moments" for customers; to satisfy them and keep them coming. The element of surprise is the key to a successful magical moment.

Magical moments aren't a new concept. Providing users with value is the endgame of any quality product. Adding in surprising experiences, a sense of pride, developing insight and relationships are the key to the people's most memorable moments and a good way to consider magical moments.
Imagine arriving one morning at your workplace and spending an hour looking for a parking spot. This is a daily challenge. Eventually you arrive at the office, you settle down and receive a text message informing you that an officer just passed your car. Luckily, says the message, you used a parking app. You're OK.
Well, that must feel great! talk about positive User Experiences.
Imagine opening the internet browser at your workplace, when suddenly a pop-up appears: "congratulations! Your child is six years old. Click on the link below to receive a gift". How about that?
Here's something that might sound familiar. You active Waze and it asks you: "still on the way home?" in our case said user is the customer which we are required to approach with something innovative, something unexpected.
In the examples mentioned above we, the customers, experience a magical moment with each received message. That sense of satisfaction for saving time or not getting a ticker are magical moments.

We all aspire to provide our customers with a positive UX. But how is it done? Here are some ideas:
Holiday Spirit
For some special spirit, add holiday icons to internet live chats, a special holiday logo and add 'happy holidays' to your email signature. This will uplift people's spirits and greet customers and visitors to your website during the holiday season. Holiday decorations encourage website users to get shopping, especially if they encounter an enticing sale and some gift cards. The right heading styling, such as holiday posters, will do the job and help consumers delve into your rich supply. You can also upload posters to social media to promote your holiday offers.

Managing customer expectations' while expecting
It's vital you update users on the product's availability and their order's status. In case there are any complications, offer any addition: a discount, a free item or at least a thank you note. People will appreciate the gesture and become more loyal customers and may share this pleasant experience with their friends on social media networks. You can also ask customers to fill out a "holiday survey" to ensure they are satisfied and notify of any delays/updates.

Proactive planning/special events
informing workers on events and sales promotion items will assure you that your team is well-organized and can efficiently cope with all requests without causing any commotion. If your website features a live chat software as the main customer service channel, you are going to need to man more positions to be available during rush hour. If you cannot respond to chats quickly or leaving the customers waiting for a response will lead to distrust and dissatisfaction, which in turn will lead to your potential customers doubting your website's reliability. Your team should be prepared for new challenges and can provide quick and reliable response via all customer support channels. If you make sure it is indeed prepared. your business (website) will gain its customers' loyalty and positive feedback to your product.

Sales promotion via social media channels
Many buyers rely on social media for ideas for presents (and information in general). According to Twitter's latest study, this involvement increases sales: 54% of users said that sales they read about on twitter encourage them to make a purchase.
To encourage online buyers to purchase via your website, post information/offers/product reviews on social media.
Furthermore, it's best to offer to coupons on the company's Facebook page to motivate Facebook users to enter your website. People love receiving coupons and will recommend your shop to their friends. Facebook allows easily adding such a card using a designated app.

Creating 'Wow Moments'
'Wow Moments' aren't just about a discount or great customer service. They're about an act of true treatment. A kind word, a smile, a gesture showing that you recognize the recurring customers. These can all make our customers feel appreciated. We all remember the big moments of customer service. Let's try focusing on the little things that make our company unique and stand out in comparison to others, making our customers return each time for more.
For more details, click on the following link: Winner application

In conclusion, it is important that companies create magical and surprising moments; both for customers and for employees. These magical moments can occur during the interaction between people and their computers, and on any other channel of interaction. Regarding all as purely people is the core of a business's success.

References:

https://www.providesupport.com/blog/5-ways-create-magic-customer-service-moments/
https://openviewpartners.com/blog/magic-moments/#.XTXJzY4zZhE
https://medium.com/nyc-design/magic-moments-for-customers-f869bbee11db

 

Written by Rom Knowledgeware
Fax 077-5020772 * Tel 077-5020771/3 * Bar Kochva 23 st., Bnei Brak Postal: 67135