Optimizing knowledge management with office tools
- Dr. Moria Levy
- Jul 1, 2003
- 6 min read
The field of knowledge management, which burst into the business world in the mid-1990s, has gained momentum, and rightfully so - no one can deny or argue with the importance of knowledge management and documentation.
Following this new field, many companies emerged that developed tools and technologies for preserving, documenting, and retrieving information within systems and organizations.
In this review, we do not seek to diminish the importance of these technologies; on the contrary, we have nothing but appreciation for sophisticated systems that can justify the investment in them by streamlining the work processes of hundreds and thousands of employees (depending on the organization's size and type of work), optimization that through proper management will contribute to achieving organizational goals (Time to Market, more sales, etc.).
In these challenging times, both large and small organizations are directing their available resources to essential purchases only; reserves, if they exist, are set aside for difficult days.
In such cases, an ambivalent situation is created: knowledge management is often considered by most organizations as a "luxury," an investment that is sometimes relegated to the same level as welfare projects, but precisely during this period, the importance of knowledge management is greater than ever.
Massive layoffs of employees, job transfers within the company - all these and more cause the loss of vital and even critical knowledge and information to the company. Sometimes an employee takes with them knowledge accumulated over years, knowledge that no other employee possesses.
Conclusion: Precisely during this difficult period, organizations need knowledge management more than ever.
The purpose of this review is not to convince you of the importance of knowledge management - this is certainly known and clear at this stage, nor to convince you to purchase an expensive system, but rather to provide a budget-friendly solution suitable for most organizations regardless of their size.
As in other projects, the software and technology component accounts for a significant portion of the budget.
In small organizations, a substitute for this technology must be found; in larger organizations, complementary tools are needed to address local needs that are not adequately addressed by comprehensive solutions. This is where Office software comes into play - it is already present in most organizations, and there is hardly an employee who doesn't know and use it.
Some compare Office to a Mercedes car: among its users, some know all its features and utilize it accordingly, while others use only its basic features, and there are those for whom the car "sits in the parking lot" and is hardly used at all.
If so, we're talking about a system with very many features and functions, with which much knowledge can be managed, but most of its users know only basic features.
The office can serve as an excellent knowledge management solution for small organizations (up to 100 people) or departments within larger organizations.
Dedicated solutions are tailored to meet the organization's specific needs, enabling the efficient channeling of information that can be documented and retrieved when needed.
How can Office be used for knowledge management?
Here are several possible directions:
Templates in the XP version: Smart Tags method. In all versions: templates - simple but quite effective techniques.
We'll focus on the template method, since most organizations still don't use the advanced Office XP version.
Knowledge Management Through Templates:
Guidelines on how to perform the process
Emphasis on dedicated attention to defined points in the process (process and content insights)
Examples of similar processes performed in the past in the organization
Data from information systems for decision-making on process parameters
Relevant insights accumulated in organizational memory
We reiterate that the success of a knowledge management project lies, among other things, in integrating it into the employee's daily work habits. Templates in Word can provide a perfect solution.
How? Templates are created in Excel or Word. Once an employee writes a template, all that remains is to access the document. Upon selecting and opening it, a completely new file opens (made possible by saving the document as an XLT or DOT file, respectively).
The very use of built-in headings constitutes process guidance (1).
Process and content emphasis (2) can be implemented through Comments: for every section where emphasis is desired, a comment is added. Not visible in printing, but effective during writing.
Examples of similar processes (3) can be surfaced by referencing folders through VBA buttons embedded in the template. No possibility or desire to add Macros? Linking can be done through a Hyperlink. Clicking the button activates Explorer with access to the relevant folder area. If folders aren't saved on the network, they can be activated through the same buttons, according to their storage location.
By adding a button or link that refers to the system (4), data can be extracted from existing information systems in a limited way. In some cases, the system can be activated with related parameters.
Want to expand? Document properties (basis for organizational taxonomy) can be managed through the document's properties.
Insights Repository: Insights accumulated within the organization are typically stored in the minds of individuals. Today, more than ever, it's important to preserve as many of those insights as possible in the organization.
We manage various types of content within knowledge management systems. When we imagine a knowledge management system, examples of insights (discoveries) discovered within the organization usually come to mind - only one expert, veteran, or specialist remembers what it's about. These pieces of knowledge constitute organizational memory and are the pinnacle of knowledge we seek to manage. Nevertheless, when we come to manage knowledge within an organization, we often discover that the knowledge we manage is simpler and more basic. This isn't surprising, since there's no point in managing insights (the "penthouse" of knowledge) if we don't manage basic content (the "ground floors").
How? Insights repositories (5) can and sometimes should be recommended as a starting point for managing data from a properly managed and utilized Excel file (several large companies with sophisticated knowledge management systems have started their insights repositories from simple Excel files).
By creating a properly built and organized form with links and a series of filters, an efficient and active insights repository can be established.
"Good Lists" - Small and meaningful "knowledge repositories" can be prepared in the form of good lists:
Lists of what is found and where
Expert lists - experts in the organization on various topics who can be contacted on different issues, and experts outside the organization with their specialization, phones, addresses, when contact was last made, etc.
Lists with links to important documents and more
How is this done? Like the insights repository, good lists can also be implemented through Excel. It should be noted that beyond Excel's regular capabilities, one can also use the application's search capabilities, as well as links between different sheets, and create "Macros."
Additional (and not final) options could be:
Good Examples - Examples of documents proven to be good, which can be reused. A comment can be added to give tips on how to fill in the blank spaces. Contracts, confidentiality agreements, specifications, and other documents can be prepared.
Tracking Reports - Excel or Word reports that help easily track various tasks.
Tagging Lists - Also known as checklists. Such lists can be prepared to assist in checking particularly long documents. Enables guided reading and prevents forgetting critical details.
Forms - Forms such as meeting summary forms, project summaries, and trip summaries can be prepared and assigned automatic properties to facilitate their search.
Document Organization- In small organizations where it's not worthwhile to introduce document management software, the folder tree in which organizational documents are stored can be arranged in a way that makes it easy to know where to save each document and facilitates its search through navigation in the hierarchical tree.
Tips and Recommendations Repository- A repository of tips and recommendations can be established in Excel, allowing for filtering by different headings and topics relevant to each organization.
We've surveyed here how tools commonly found on every computer can be utilized for knowledge management, leveraging technology that also facilitates the manual implementation of the proposed solutions. Every organization can choose the means that are suitable for it and wisely plan how to integrate them into its existing work processes.
It's essential to note that Outlook's role is not absent from these processes. In this application, a specific adaptation of the system to users' needs can be made, enabling a smooth and easy information flow to users and preventing the loss of vital information.
Want to learn more about digital platforms?
Here are some articles you might find interesting:
Commenti