The right tool supports the chosen method and reduces the need to develop workarounds. It also encourages users to follow the correct methods through having the right flow and functions.We give you three reasons to why you should use a specialized knowledge tool.
Choosing the right tool for the work with knowledge is important and we often underestimate the difference between the various tools. The working methods and the people are more important than the system and tools, which in itself is correct, but we mean that the tools are not far behind in level of importance. If you choose to work with the KCS knowledge method, it is even more important to choose a tool that supports the method in a natural way, and where the tool is designed so the natural way of using it leads to the same behavior that the methodology recommends.
1. Your knowledge is the most valuable thing you have
We are, of course, slightly biased when it comes to knowledge tools, but we also have a unique insight into the pitfalls when estimating the importance of a good tool. A good knowledge tool can be seen as a good facilitator in the work between knowledge and self-service.
A question we are often asked is where in the tool and system ecosystem we should place a knowledge tool. As knowledge in a company or organization is almost always one of the greatest values, it is important to treat this knowledge cleverly. It is compiled in some form of knowledge database and needs to then be able to be distributed and linked to other important systems. We recommend that all companies and organizations have a separate system to compile the company’s greatest value, the combined knowledge, in a pure knowledge tool. This is where you have to compile the most important information, and it is worth having a specialized tool intended solely for this purpose, to compile, structure and distribute this information. It can be compared to the majority of people using different systems for CRM, intranet, external websites, etc. They are specialized and good at different things.
2. It is no good to be dependent on others
One of the most important properties in this knowledge tool should be that it builds on modern, scalable and open technology and that it is easy to integrate and link this knowledge core to other tools within the organization, such as the case management system, intranet, CRM, etc.
One consequence of having a separate specialized knowledge tool and, for example, not using inbuilt modules in other broader tools, is that you do not need to replace the knowledge tool and – in the worst case – also change the methodology around the knowledge simply because you have chosen to replace your intranet or case management system, for example.
3. The quality determines the outcome
Per Strand, CEO and Co-founder, ComAround