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How to Build a KM Program with Business Outcomes in Mind

Produced by Steve Nathans-Kelly

Organizations can struggle when it comes to implementing knowledge management best practices. Sometimes combining new ideas and information with legacy technology causes more problems.

At KMWorld 2022, Gloria Burke, Slalom, global director, examined how to introduce new approaches in KM program development with business outcomes in mind.

Building a KM program starts with leadership, Burke explained, then they need to look internally and ask, “What are we trying to solve for?”

“What are the outcomes for the business that they’re looking to achieve with their customers,” Burke said. “What’s keeping them from finding knowledge or accessing knowledge quickly?”

Starting with a strategy and understanding pain points of the business enables organizations to build their requirements.

“If you already have a knowledge platform built, is it wise to keep putting band-aids on something that isn’t really a fit for those requirements that you laid out or is it more efficient for your company to start with a white sheet of paper,” she said.

Starting with a blank slate is better for IT and for the business overall.

Save the Date for KMWorld 2023—November 6–9, 2023—JW Marriott | Washington, DC!

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