Knowledge Management has been around as a concept since the early 1990s and has been continually evolving. Adoption of the concept has grown as more comprehensive knowledge tools have entered the market allowing even the largest organizations a way to centrally manage and distribute knowledge. If we can leverage our disparate silos of information, we can more effectively support our customers and more quickly and efficiently resolve their issues.
To effectively manage our knowledge, we first need to understand what Knowledge is. At its most basic, knowledge is a collection of experiences and insights. Good Knowledge Management lessens the time people waste “rediscovering” knowledge and allows people to be more efficient, effective, and empowered at their job because the right knowledge is at their fingertips.