That´s why you want a separate specialized knowledge tool

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.

Why you want a specialized knowledge toolChoosing 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

Specialized knowledge tool - integrationOne 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

The third and final reason for wanting a specialized knowledge tool is purely because it is a specialized knowledge tool. If your company is in an early stage of maturity and simply needs to get going, an integrated tool will suffice for a while, but to move from OK to good or very good, you will need a specialized tool. We can compare this to connecting cinema-style surround sound to a TV. The TV’s own loudspeakers do the same thing – i.e. that they provide sound – and if you simply want to tick that off the list, then you can stop there. But if you want a better, louder and more comprehensive soundscape, you need to connect a specialized sound system with external speakers. The solutions are theoretically similar, but the experience and result are markedly different. No inbuilt TV sound can match up with even a mid-range specialized sound system that is designed and optimized for one thing – to deliver great sound. So we recommend that everyone finds a specialized knowledge tool to integrate with your ‘TV’ (i.e. your ITSM/case management tool/intranet) and let the system simplify and guide you in your work towards successful self-service and knowledge management.

Thanks you for reading this article. If you have any questions please feel free to contact me or any of our Knowledge Specialists.

Per Strand, CEO and Co-founder, ComAround

Related links:

Read about ComAround’s Knowledge tool

How a global enterprise works with knowledge to meet business needs

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