Using knowledge management software helps you make good use of your company’s most important intellectual capital – the information possessed by employees. Knowledge management is defined as the distribution and maintenance of vital information and knowledge possessed by individuals employed by a particular organization.

The basic principle of knowledge management software is to distribute knowledge in a consistent and user-friendly format to the appropriate person in a timely manner to complete a specific business task. Consider the following tips to help you determine if using knowledge management software is the right choice for your company.

1. Outline your goals for using knowledge management software.
2. Evaluate knowledge management application options.
3. Determine how to choose providers of knowledge management software.
   

Action Steps
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Assess your need for knowledge management software

The first step in choosing the right knowledge management solution is identifying how you plan to use the software. This will help you to avoid overspending for functionality you may never use. To ultimately succeed, your knowledge management system must be complemented by company wide support of the implementation.

I recommend: Read more about how to use knowledge management software to benefit your company by visiting TechSoup. Learn more about knowledge management solutions by checking out information provided by The Data Management Newsletter.

Find out more about KM software functionality

Knowledge management software isn't one size fits all. Knowledge management software allows companies to document organizational intelligence so that it can be used by authorized users across all offices and departments. A good knowledge management application is one that assists with knowledge generation, storage and distribution. Many software providers will offer templates to help with consistent distribution of data, provide alerts to update users on edited or revised documents and provide tools to classify data.

I recommend: Find out about KM software features at infoRouter. Check out CIO for additional information about knowledge management software.

Compare providers of KM software solutions

It's important to review knowledge management software applications closely and choose a system that will be user-friendly and accepted by your staff and management. The most productive knowledge management system is one that increases efficiency and helps you to improve time management. To do this, you may need a basic handheld tool that can be used to synchronize your data or you may benefit from Web-based KM software.

I recommend: Review a directory of knowledge management software vendors at Forbes Magazine. You can also find a listing of KM solutions providers through helpdesk.com.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  While implementing knowledge management systems is a step in the right direction to ensure individual knowledge is beneficial for the entire company, your implementation process can't stop there. It must be combined with a cultural change that creates clear processes identifying how data is stored, managed, generated and shared in manner that's consistently beneficial to the company.

An estimated $73 billion will be spent on knowledge management software by U.S. businesses in this year alone, according to strategic advisory firm AMR Research. These companies know how vitally important it is that they are able to collect, store, organize, and disseminate vital business information, whether in the service of internal brainstorming, collaboration, or operational efficiency, or as part of customer service and support efforts.

Knowledge management solutions range from small software packages for individual use, such as brainstorming software, to highly specialized enterprise software suitable for use by teams, as with most groupware apps, or by hundreds of employees, as with some customer service KM software programs.

Depending on your goals, you may wish to acquire just one kind of KM software, or a few different tools. Consider your options:

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KM software for brainstorming

Individuals and small groups use KM software as a platform for brainstorming and analysis, and for cataloging, organizing, structuring, and searching disparate sources of information or data and arranging them into an accessible format.

I recommend:
DEVONthink is designed to collect and organize all of your digital files, including everything from PDFs, emails, and Word docs to multimedia files and active hyperlinks. Its artificial intelligence engine categorizes and cross-references your information, while remaining flexible to your preferences and adapting to your input.
TheBrain Technologies provides visual information management solutions, placing information on a dynamic, multi-dimensional interface, unfettering your ideas from the limitations of typical outline and list structures. The company offers PersonalBrain for individual users and knowledge management and groupware app BrainEKP for enterprise use.

KM software for collaboration (groupware)

Groupware provides a virtual space where members of a company or project team can access key files, pose questions, and coordinate their workflow. This collaborative style of KM software can be especially helpful to companies with remote workers or freelancers and the resulting need for a centralized resource where key information can be stored and accessed. More and more web-based groupware solutions are becoming available all the time. They leverage the flexibility, ease of access, and cost-effectiveness of the web as they facilitate information sharing.

I recommend:
37 Signals offers innovative, secure, and user-friendly web-based collaborative tools, including Basecamp, a project-based collaboration and knowledge management solution with integrated scheduling, task assignment, file organization, and messaging features.

KM software for customer service agents

Many companies seek to bolster the quality of their customer service efforts by providing their reps with knowledge management software. This is particularly effective in the complex field of technical support. A user-friendly KM software suite can help keep customer service agents confident, educated, and up-to-date. Many knowledge management application integrate with call tracking systems which pre-populate questions, allowing an agent to move towards issue-resolution without delay. The call tracking system can automatically log the exchange, thus capturing valuable feedback data.

I recommend:
UK-based eGain KnowledgeAgent offers all of those features, as well as the ability to handle multi-lingual content and global deployment.
Talisma Knowledgebase combines a help desk and FAQ knowledge base with customer support tools to create a web-based, enterprise-level KM software solution which can integrate with many popular legacy CRM apps.

KM software insight from the experts

Since 2000, KM World magazine has released a ranked list of the top 100 companies active in the knowledge management software market. Their comparative study uses customer feedback and an expert panel to evaluate the innovation and ease-of-use offered by each KM software company.

I recommend:
KM World.com features white papers, a buyer's guide, and research reports.
Information Week.com delivers news, reviews, analysis, trends, and whitepapers covering the latest in business technology and software.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  There's no substitute for hands-on experience. The best way to evaluate any software solution out there, including KM software, is by giving it a thorough test drive. And with today's proliferation of free demo versions for download, you may never have to make an uneducated purchase again.
• •  Make your search specific. Have your KM software needs fixed in your mind before you start your search. The most impressive sounding array of features out there may not suit your exact needs.
• •  Ask around. Almost any popular software solution will inevitably spawn some online discussion, whether hosted by its creators or by its most avid users. Either way, these insights can be invaluable.

Learning knowledge management software basics will help you make the most of your company’s most critical intellectual capital—the information possessed by employees. Knowledge management is the distribution and maintenance of critical information and knowledge possessed by individuals.

The primary function of knowledge management software is to efficiently transform personal intelligence into company knowledge by providing an application that can be used to make information accessible to authorized users. Consider the following tips to help you learn the knowledge management software basics.

1. Research how knowledge management systems should function.
2. Learn how to prepare your company for knowledge management software.
3. Consult with providers of knowledge management software.
   

Action Steps
The best contacts and resources to help you get it done

Determine why businesses use knowledge management software

Using knowledge management software should help you create a learning environment within your organization. One of the benefits of this is that knowledge is owned by the company, not individuals. For example, if an employee leaves the company or transfers from a specific department, the skills and knowledge about that particular job function is retrievable using a knowledge management system. The ideal knowledge management solution will provide a centralized location for knowledge generation, storage and distribution.

I recommend: Read more about the benefits knowledge management systems by visiting Intranet Journal. For more information, you can also check out Joe Firestone’s Blog on Knowledge and Knowledge Management.

Learn best practices for implementing KM software solutions

Purchasing knowledge management software is just one step of many to create an effective knowledge management process within your company. In addition to software purchases, a cultural change must occur--one that changes the way management and staff store, manage and generate data for the benefit of the company as a whole. Successful implementation of a knowledge management system requires companywide buy-in and support from management and staff.

I recommend: Read more about KM software at Knowledgeline. You can also learn more about establishing a knowledge management system by visiting the Dennis Kennedy website.

Get advice from providers of knowledge management software

Consulting with providers of knowledge management software can help you gain a better understanding of software features and customization options. Discussing your company objectives and current processes with knowledge management software vendors can also help you obtain best practices about software application features that worked best for companies with similar business operations.

I recommend: Obtain additional information about knowledge management software by checking out RightNow Technologies, a U.S.- based provider of customer relationship management and knowledge management solutions. Read more about KM solutions and check out vendors at BNET.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  One of the most important factors in successful implementation of a knowledge management software system is how your staff and management will use the system. It may be a good idea to have staff and management attend training sessions or seminars to help them learn more about the principles of knowledge management and how knowledge management software is used to carry out those principles.

The field known as knowledge management, or KM is somewhat abstract to many. Knowledge management is a study that seeks to combine the best powers of people and computers to reach new heights in data use and decision making. As the abilities of computers grow, knowledge management is growing into its own sector with its own software tools and common methodology. Find out about some key terms for KM to learn about this fascinating exploration of automated intelligence.

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Artificial intelligence, or AI

Artificial intelligence is the study of how to get advanced data analysis from computers and other technology. AI has been advancing in leaps and bounds as creative programmers come up with ways to use technology to accentuate data and sometimes model 'mental powers,' or human thought.

I recommend: Get a definition and details on AI from this page at AlanTuring.net. See more on the link between artificial intelligence and KM at this page from SpringerLink.

Data synchronization, or data syncing

This aspect of technology often impacts KM software. Data Syncing is just getting two different sets of data together through some automated process.

I recommend: GS1 is a data synchronization company that helps trading partners stay on the same page.

Groupware

Lots of KM software is classified as 'groupware.' Groupware is software that lets multiple users work together. As the nature of software changes, groupware is becoming more common. There is certainly a demand for it, to facilitate greater cooperation between multiple users.

I recommend: See more on groupware from WiseGeek.

K-logging

K-logging is a kind of logging that complements a KM setup. Automated logging is a common resource built into KM software, and K-logging is becoming an accepted practice to boost the effectiveness of KM.

I recommend: See more on K-logging for KM at URLGreyHot.

Neural networks

The neural network represents one of the most ambitious technologies in KM. A neural network is defined as an artificial grouping of neurons that scientists try to use to create 'knowledge,' or mimic the activities of the human brain. KM often relies on neural networking and related technologies, at least conceptually, to advance.

I recommend: The Imperial College of London publishes an in-depth introduction to artificial neural networks.

Data model

Data modeling is another huge part of KM. Data modeling means constructing meaningful results from data, or using data in a way to get more insight or knowledge from it.

I recommend: See more on data models and related terms from Endorsed Education Providers.