Knowledge management software is used to collect, organize, share, and review business information. Different types of software are designed for specific industries, such as customer service or employee management. Information is gathered from various sources and stored in a database, then managed with tools such as indexing, categorizing, and versioning. Benefits include faster retrieval, easier sharing, and insights into productivity and workflow.
Knowledge management software is a tool, or set of tools, used to electronically collect, organize, share, and review business information among a variety of users. The concept of knowledge management (KM) developed in the 1990s as companies struggled with effective ways to manage and retrieve business information. Enterprise content management systems have been developed, along with specific knowledge management software to facilitate the collection and distribution of knowledge. There are currently hundreds of different KM software tools, each designed for a specific type of business.
Different groups such as customer service, information technology (IT), retail, science, engineering, government and education may need specialized knowledge management software. For example, some KM software manages customer or customer information, to improve sales and customer service. Another type may collect information about employees’ skills, talents, education and training to tap into skills that may have gone unnoticed in the past. Some tools manage workflow, provide training, or standardize processes through step-by-step instructions or manuals.
Knowledge management begins with the process of gathering available information. Paper documents, emails, .pdf or word processing files, drawings or graphics, web content, handwritten documents, microfilm or microfiche, and digital files are all possible inputs. The knowledge of a subject matter expert can also be written down and added to the knowledge base. Special tools can convert various information inputs into a standard format and improve the quality of the resulting documentation. The resulting knowledge set is usually stored in a powerful database.
Once the information is collected, other knowledge management software tools are used to manage the information. Documents and files can be linked, indexed and categorized so they can be easily scanned and accessed by recovery tools. Some information may require versioning so that users are sure they are using only the most up-to-date information, while older versions are archived. KM tools allow multiple users to collaborate to create information and manage a review and approval process. Other features may include access controls, storage and retrieval capabilities, and conversion to various output types.
There are many business benefits of using knowledge management software. Reduces the need for businesses to manage and archive large amounts of paper or records in various formats with varying filing requirements. Information can be retrieved faster, from a wider variety of sources, and can be shared and controlled more easily. KM tools allow users to gather insights into information, such as metrics, productivity, recurring or common problems, and workflow disruptions. For these reasons, knowledge management software continues to grow in popularity, complexity, and practical application.
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