Wrap Your Arms Around AI: A User Centric Program (Session 5)

Part 2: Knowledge Management

Session 5: A User-centric Program

Knowledge Management (KM) touches every facet of an organization. From establishing a location to store accounting documents to locating documents required for a maintenance repair, Knowledge Management is entwined in every aspect of the organization.  While a successful program will be comprised of specific functional elements such as a metadata schema and an Information Flow(^SM) philosophy, true success is achieved through company-wide acceptance of the program.  The path to a fully integrated and accepted program is exceptional customer service from the KM team. 

Knowledge Management should be a customer focused effort.  The purpose of KM is to ensure that information is available, accurate, timely, and accessible throughout the organization.  Learning how this applies to each functional group, your customer, is at the core of KM.  Once you understand the needs of the customer, the KM team can make recommendations and implement tools that provide the customer with the confidence that their information is available, accurate, timely, and accessible.

Here are a few tips for developing a customer centric KM program:

• When developing the taxonomy and metadata schemas speak with members of each department to understand the vocabulary used.  Using the department’s vocabulary in the schemas makes the transition to a new Document Management System palatable.

• When creating workflows, potential users should participate in an exercise to create a process flow of the new process.

• Perform extensive User Acceptance Testing (UAT) when deploying a new generative AI tool to ensure users get accurate, reliable results. Also, use this exercise to ensure that users only have access to information that should be available to them.  You don’t want confidential HR information to become available to everyone.

• Deploy training using a variety of methods to meet stakeholders’ learning needs.  Demonstrations, hand-on in person sessions, digital ‘click along’ sessions, and desk top aides are examples.

• After a comprehensive KM system is in place and it is time to validate use of the system, take a collaborative approach to evaluating compliance with program requirements.  When evaluating a department’s compliance, also discuss the needs of the group, both functional needs and training needs.

Knowledge Management is responsible for providing methods for managing an organization’s information assets.  “How” the methods and tools are delivered to customers is critical for program success.  Your organization’s culture dictates your approach to Change Management and Knowledge Management.

Up next …. Session 6: Metadata schemas – a keystone element to a successful Knowledge Management program.

IM Visibility Information

IM Visibility provides clients with practical approaches for protecting information assets. Regardless of industry or company size, managing information assets in the age of AI is crucial.  How these new tools are implemented must be managed from a technical and people perspective.  Let IM Visibility support your next project to ensure that your information gets the protection required while meeting the technical and cultural needs of your organization.

Cathy Blosser is the owner and principal consultant for IM Visibility. She is a certified Change practitioner and certified Information Governance practitioner.  She is available to support your project or speak to your organization.

The Octopus Den

Octopus are quite streamlined when it comes time to move.  Whether running from a perceived predator or trying to get to the next hunting ground, the octopus extends its tentacles and thrusts to the next location.

Octopus pictures are provided courtesy of Panacea Place – a short-term vacation rental in St. Croix, USVI.   www.panaceaplace.com