Knowledge is often scattered everywhere in an organization. Knowledge arises and is produced in departments and projects groups, and for individual purposes. It could be stored as documents on a server, on an employee’s computer, as well as in knowledge bases, or not stored at all. Usually the majority of documented knowledge is seldom used despite its benefit to many employees, customers, and partners. That’s because they can’t find it or don’t even know that it’s there. The benefits of reusing collective knowledge in an organization are huge. An organization can achieve operational efficiency and organizational learning, as well as drive innovation and product development. Achieving these benefits requires a corporate Knowledge Management strategy that supports a knowledge sharing culture and the building of a common knowledgebase.
Whether you’re looking to implement self service for your customer, or assessing the quality of your current self-service solution, there are five key enablers that need to be in place in order to achieve a successful self-service solution.
Self service is an excellent tool that I always recommend every organization to implement as a service to their employees, as it improves service and support. A good self-service solution will also reduce support costs, decrease incoming calls to the service desk, and improve job satisfaction within the service desk. Invest some time in my five recommended key enablers to discover how you can dramatically improve the results of self service: