Every organization has one: the person everyone routes questions to. The one who knows why the system was built that way, which client relationship is fragile, what actually happens when the standard process breaks. They’re usually praised for it. They’re also, often without meaning to, the reason knowledge doesn’t move. The instinct is to call … Read more
An employee hands in their notice. HR schedules the exit interview, IT revokes system access, the manager posts the job opening. Every box on the offboarding checklist gets ticked. And yet, three months later, someone on the team is stuck trying to figure out why a client account was configured a certain way, or which … Read more
Modern enterprises are investing billions of dollars in digital transformation, artificial intelligence, analytics platforms, enterprise search, collaboration technologies, automation systems, and knowledge management initiatives. Across boardrooms and strategy meetings, executives frequently discuss becoming data-driven, AI-enabled, customer-centric, and digitally mature. Yet beneath these conversations lies a more fundamental objective that is rarely discussed directly. Organizations do … Read more
Most Enterprises Do Not Have a Knowledge Storage Problem They have a knowledge flow problem. This distinction explains why many global organizations continue struggling with operational inefficiency despite investing heavily in collaboration platforms, enterprise search systems, knowledge repositories, digital workplaces, AI copilots, workflow tools, and information management technologies. The enterprise may possess enormous quantities of … Read more
Organizations Are Surrounded by Knowledge They Cannot See Most knowledge management discussions focus on what organizations know. We talk about knowledge assets, repositories, expertise, lessons learned, communities of practice, and organizational memory. We invest in systems designed to capture knowledge, preserve knowledge, and share knowledge. We measure how much content has been created, how many … Read more