Knowledge and Content Management is growing in importance within our industry. It is key to helping both internal colleagues and external customers. These videos offer practical knowledge and examples for specialist knowledge management teams, as well as key tips and guidelines for analysts, planners or managers looking to understand more, or curate knowledge in their own area of specialism.  

Watch this series at your own pace, taking time to go back and review. You can pause at key points, to give time for reflection. As you complete each module write down a few bullets about what you found most interesting and how this could apply in your work. Then, at the end, get your manager to sign off that you have been applying learning and email us to gain your Professional Accreditation Certificate as a Foundation Professional. 

Modules

1a. Knowledge and Content Management
This module covers:

• An overview of knowledge management, emphasising its significance for professional excellence and improvement in both contact centres and digital platforms.
• Definitions and distinctions within knowledge management, including its impact on quality, customer experience, and the transition to digital omnichannel centres.
• An introduction to the series structure, highlighting future modules on disciplines, content lifecycle management, and the role of knowledge management systems in enhancing operational efficiency and customer outcomes.

1b. How do we communicate information and gain end user buy-in?
This module covers:

• The importance of distinguishing between knowledge and content management, emphasising their roles in effective information sharing and communication within organisations.
• Strategies for gaining end-user buy-in through appropriate feedback mechanisms, ensuring information is relevant, up-to-date, and tailored to the needs of the users.
• The significance of involving subject matter experts and considering the wider impact of content across different departments to ensure consistency and accuracy in information dissemination.

1c. Why should this matter to analysts, planners and managers?
This module covers:

• The critical role of centralised knowledge and content management in enhancing learning, development, and operational efficiency across businesses.
• The influence of structured information sharing on reducing handling times and improving decision-making processes.
• Strategies for optimising knowledge management, including creating a single source of truth, encouraging user feedback, and utilising analytics to refine content delivery.

2. The Content Lifecycle
This module covers:

• The significance of the content lifecycle in knowledge management, focusing on planning, designing, publishing, evaluating, and iterating content.
• The distinction between content management and design, highlighting user-centred and accessible content creation.
• Practical strategies for engaging content, including prioritising important information, choosing the right format, and enhancing navigability and comprehension.

3. Data and Improvement
This module covers:

• The critical role of questioning to understand the rationale behind knowledge management changes.
• Utilising analytics, feedback, and quality checks to assess change effectiveness.
• The iterative approach to knowledge management, focusing on constant evaluation and adjustments for improvement.

4. Building the team and gaining buy-in

• This module covers:
• Building effective knowledge management teams, including the importance of aligning with organisational strategy and assessing current knowledge management practices.
• Various models for structuring knowledge management teams (distributed, centralised, hub and spoke, matrix) and their respective pros and cons.
• Key skills and roles needed within a knowledge management team, such as web development, stakeholder management, and understanding of legislation, alongside strategies for ensuring team success and organisational buy-in.

5. Systems and investment
This module covers:

• Key considerations for choosing a knowledge management system, focusing on search capabilities, accessibility, customisation, collaboration, and user insight.
• Steps to build a business case for a knowledge management system, including identifying needs, stakeholder analysis, selecting a solution, implementation planning, and cost-benefit analysis.
• The importance of using analytics to demonstrate value and adopting a minimal viable product approach to meet essential organisational requirements.

Learning from Best Practice 

These final modules show how different members of our Knowledge Management Network Group have put these principles into practice in their own operations. Many thanks to the members who have shared their learning with us. Before you apply for your accreditation we expect you to have watched at least two of them. 

• Capita (25 mins) Andy Johnson demonstrates how they use Verint’s system to power their knowledge management for private sector clients  
• Open University (39 mins) Liz Vosper, Knowledge Manager of the Year 2021, shows how she approached a thorough content audit and makes the case for investment in a better resourced knowledge management team. 
• Legal & General (24 mins) Steph Williams shows how her team of knowledge management architects supports internal advisors, external customers and IFAs, using technology from Bold 360.  
• Motability Operations (22 mins) Llaurah Hughes demonstrates how AskMo empowers advisors and what her award-wining Comms and Knowledge Management team do to make this work so well.  
• Very Group (25 mins + Q&A) Gemma Curtis & Michelle Halewood demonstrate how the KEVIN system is driving better customer service in this retail operation, onshore and off-shore. 

The cost of this mini series including accreditation is great value at £325 + VAT and free for students on our assisted learning pathway.