Understanding what you need is the first critical step in selecting the right technology provider. Allow your business strategy for knowledge management to drive your requirements. Analyze competitive technology solutions that offer robust, out-of-box features that support knowledge management internal authoring, as well as external customer portal visibility. Ensure the provider you select has a knowledge-centric platform with the ability to connect multi-channel interactions and provide a 360° view of your customers’ experience. The following is a list of essential elements to consider when comparing different knowledge management solutions:
Allows users to save and reference content no longer in use without having to delete it.
Make it possible to log all updates and actions associated with the content record.
Lets you track and “revert back” to previous versions of content.
A mechanism to collect feedback, including comments, from consumers to facilitate dynamic ranking.
The ability to associate a solution to the support team or incident tracker
Ability to integrate with other third-party vendors, supports data exchange APIs involving open standards and protocols for web services (WSDL, UDDI, and SOAP), support all major browsers and versions and supports portable and hand-held devices.
Gives users the ability to index or categorize content in a way that is easy to search, but flexible enough to allow for a more complex taxonomy.
It should be easy and flexible to create or modify content. The system should support various media file types, attachments, multiple languages, and use of metadatam and provide ability to schedule content display, review, and expiry changes.
Makes it possible measure the full consumer experience and utilize analytics that track movement throughout the site, content utilization rates, knowledge gaps, and feedback. Multiple, standard reports, and dashboards with flexibility to create new or customized reports and self-service access with minimal technical expertise required.
Allows the association of various metadata such as topics, sub-topics, categories, keywords, etc. to facilitate ease in navigation and finding the right answer.
Gives admins the ability to control access to content records for creation, modification, or archiving.
A user-friendly interface for navigating through knowledge content that's available to both external and internal consumers. Should include extras like set favorites, bookmarks, and manage content subscriptions. Visual indicators that call out new or recently modified content, automatic content ranking and display based on historical selection and the ability to manually specify the order in which content displays.
Relevant search returns, the ability to search keywords, boolean, natural language, attachments,etc. Also helpful are Dynamic suggestions within search (auto-suggest), the ability to highlight search terms in the search results list body of the article and the ability to define and use corporate taxonomy to refine search results.
Allows users to set multiple access levels, allowing content segmentation by user, customer type, role or level with conditional sections, allowing for access control to areas within a single article
Ability to connect organizational knowledge with all customer multi-channel assisted or self-service activities?
The second essential tool is a Requirements Document that can be used as a guide and reference to identify the scope of the project and document approvals. At a minimum, the Requirements Document should include a numeric ID for each requirement, a requirement type, a description, and documentation of the discussions and agreements related to each requirement.
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