In this episode of “The CX Tipping Point Podcast,” Martha Dorris talked with Dr. Liz Herman, a knowledge management expert and professional. Liz defined knowledge management as “the strategies and processes aligned with identifying, capturing, structuring, and valuing the organization's intellectual assets - what the organization knows, to enhance its performance and its service to its customers.” Capturing and documenting that knowledge are the two key areas as well as disseminating across the organization. The knowledge needs to be accessible within the organization and external to the organization.
With the Administration’s focus on transforming government services, Dr. Herman discussed the importance of knowledge management in delivering simple, seamless, secure, accurate and consistent information to the government’s customers. As a result of the pandemic, the public is expecting a more asynchronous relationship with agencies and the ability to self-serve 24 hours a day, 7 days a week. Knowledge management enables those service improvements. Solving the customers’ problems or answering their important questions, the public develops more trust and confidence in the government.
Learn about the challenges and solutions for improving knowledge management.