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

Knowledge Management Learning Box Set – Summary
This box set provides a complete introduction to knowledge management, exploring what it is, why it matters, and how organisations can use it to improve performance, consistency, and learning. It guides learners through the systems, skills, processes, and cultural practices needed to create, share, govern, and sustain high-quality knowledge across teams. It also looks ahead to the future—showing how data, maturity, and emerging technologies like AI can strengthen knowledge management and help organisations work smarter and more confidently.

Introduction to Knowledge and Content Management
This module introduces the difference between content and knowledge management, explaining why knowledge flow is essential for organisational success. It explores the challenges that arise when knowledge isn’t shared effectively and the benefits of building a strong knowledge-sharing culture. Finally, it shows what good knowledge management looks like in daily practice and how it supports consistency, learning, and continuous improvement.

What is Knowledge Management?
This module explores what knowledge management truly involves, including the different types of knowledge and how they move through an organisation. It explains the knowledge management lifecycle and the enablers that make KM effective, sustainable, and embedded in daily work. It also dispels common myths and shows how good knowledge management strengthens performance, consistency, and resilience.

Building Effective Knowledge Management Teams
This module explores how to build the right mix of roles, skills, and responsibilities needed to support knowledge management across an organisation. It explains the different team models—integrated, community-based, centralised, and hub-and-spoke—and how each one supports knowledge creation, sharing, and governance. It also highlights the leadership behaviours, collaboration, and cultural foundations that make knowledge management sustainable and effective in the long term.

Systems and Technology for Knowledge Management
This module explores the systems and technologies that support effective knowledge management, focusing on how they help people find, share, and update what they know. It explains the different tools organisations typically use—such as document repositories, knowledge bases, intranets, collaboration platforms, and AI-driven search—and the role each one plays in making knowledge accessible. It also highlights the importance of usability, integration, feedback, and trust, ensuring that technology supports real work rather than complicating it.

Readability, Accessibility, and Inclusive Knowledge Design
This module explores how to create knowledge that is readable, findable, and usable for everyone, focusing on plain language, clarity, and real-world applicability. It explains how to design knowledge that supports different learning styles, including structures, formats, and tools that make content quick to understand and easy to use under pressure. It also highlights inclusive and accessible design principles—ensuring knowledge works for all users, including those with disabilities, diverse needs, and varying levels of experience.

Internal & External Knowledge Management
This module explores the differences between internal and external knowledge, why they must stay aligned, and how inconsistencies can create confusion for staff and customers. It explains the shared principles that underpin both types of content—clarity, accuracy, accessibility, and regular review—while highlighting the unique needs of each audience. It also shows how connecting internal and external knowledge processes builds trust, reduces duplication, and ensures a consistent voice across the organisation.

Using Data to Drive Knowledge and Improvement
This module explores how data can be used to understand whether knowledge is truly helping people and how to make it better. It introduces five key types of insight—usage, accessibility, searches, feedback, and outcomes—and shows how each one helps identify gaps, improve usability, and strengthen content. It also explains how linking outcomes to knowledge usage transforms knowledge management from a support function into a driver of performance and organisational improvement.

Applying the Knowledge Management Framework
This module explores how a structured knowledge management framework brings consistency, clarity, and accountability to the way knowledge is identified, captured, organised, shared, used, and reviewed. It shows how applying this lifecycle helps reduce fragmentation, improve trust in content, and align knowledge practices with organisational priorities such as customer experience, efficiency, and resilience. It also explains how to embed the framework into daily work so it becomes a sustainable habit that supports performance, learning, and long-term improvement.

Social and Tacit Knowledge – Capturing What’s Not Written Down
This module explores how to recognise, surface, and capture tacit knowledge—the lived experience, instincts, and practical insights that don’t usually get written down but are essential to great performance. It introduces techniques such as interviews, shadowing, communities of practice, and storytelling to help bring this informal knowledge into the open. It also shows how to turn these insights into usable formats like best practices, hints and tips, case studies, and lessons learnt, ensuring valuable know-how is shared, preserved, and applied across the organisation.

Driving Adoption of Knowledge Management
This module explores how to build lasting adoption of knowledge management by shifting habits, mindsets, and everyday behaviours across the organisation. It explains why adoption efforts often fail—due to unclear value, cultural resistance, outdated assumptions, or poor integration—and shows practical ways to embed knowledge use into daily work. It also highlights the roles of leaders, champions, coaching, and continuous feedback in creating a culture where people trust, use, and actively contribute to shared knowledge.

Sustaining Knowledge – Governance and Maturity in Practice
This module explores how to sustain knowledge management over the long term by building strong governance that keeps content accurate, trusted, and up to date. It explains how maturity models help organisations understand their current capability, identify gaps, and take practical steps toward more consistent and strategic knowledge practices. It also shows how embedding ownership, review cycles, responsiveness, and continuous improvement into everyday work creates a healthy, resilient, and growing knowledge ecosystem.

The Future of Knowledge Management – AI and Automation
This module explores how AI and automation are transforming knowledge management by making content more dynamic, contextual, and accessible in real time. It explains emerging capabilities such as intent-based search, auto-tagging, summarisation, conversational AI, and agent assist—while highlighting the risks of inaccurate data, over-reliance, and AI hallucinations. It also shows why strong governance, high-quality content, and human-centred design are essential to safely unlocking the benefits of AI and ensuring technology enhances—not replaces—human judgment.

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.