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Leveraging Social Media Principles for Effective Knowledge Management

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July 02, 2012

Leveraging Social Media Principles for Effective Knowledge Management

By Jacqueline Lee, Contributing Writer

In a recent presentation, Augustine Fou, the chief digital strategist at Marketing Science Consulting Group, discussed how organizations can utilize principles from social media including sharing, prioritizing and discussing to drive effective knowledge management.

A recent press release from Allos Consulting backs up Fou’s assertion. “Over the past few years,” says Allos, “the market has seen an increased requirement for system-based solutions to organizational knowledge management that are more sophisticated in how they manage both retention of and access to explicit and tacit knowledge artifacts as well as their ability to draw on social media and informal learning.”

So just how are organizations utilizing social media platforms and ideas to improve their knowledge management processes? Enterprise social media, according to Fou, creates a watercooler environment where employees can hold conversations and share knowledge publicly.

As businesses build up enterprise social media content, they build up effective processes for asking and answering important questions. To this employee knowledge sharing, they can add supplementary information including collected documents, FAQs, customer databases and e-mail marketing lists.

Fou says that companies have to take their social media principles and add features that are appropriate from the business environment. Effective functionality includes tools for sharing as well as tools for distinguishing quality interactions and information from background noise.

Jive, Yammer and Salesforce Chatter are all enterprise social media platforms that have a direct bearing on organizational knowledge management. Dedicated knowledge information platforms like Allos UNIFIED also allow employees to access crucial information in real time and ensure that experts share approved information without repeating the same answers over and over.

A knowledge management platform like Allos UNIFIED ensures that employees have the information that they need when they need it. At the same time, leveraging enterprise social media ensures that companies are evolving their database of knowledge to the demands of customers and the employees who interact with them.

According to Allos, an individual has to double his or her knowledge every seven years. Enterprise knowledge management provides the information; enterprise social media provides the context.

Edited by Juliana Kenny

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