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Global Work Glossary

How does a knowledge management system operate?

A knowledge management system (KMS) is a tool that helps companies organize and access their organizational knowledge effectively. It centralizes company knowledge into a knowledge base, facilitating easy access to information for employees and external stakeholders.

Types of Knowledge Bases

Internal Knowledge Base: Contains private or confidential information accessible only to the company's team members. External Knowledge Base: Includes information accessible to customers, clients, stakeholders, or the general public.

Functions of Knowledge Management Systems

Knowledge management systems automate the process of collecting, storing, and sharing knowledge across an organization. They facilitate easy navigation through large volumes of information, offer powerful search capabilities, and enable customization and maintenance automation.

Types of Knowledge Management Systems

Enterprise-wide Knowledge Management Systems: Support firmwide efforts to collect, store, distribute, and apply knowledge. They often include group collaboration tools, portals, search tools, and classification tools. Knowledge Work Systems (KWS): Support the creation of new knowledge and its integration into an organization, often tailored to specific operations like financial analysis. Intelligent Systems: Use artificial intelligence to capture and preserve complex tacit knowledge, primarily used in science, medicine, and business.

Alternative Knowledge Management Tools

Various tools and software, such as document management systems, content management systems, databases, intranets, and wikis, serve as alternative knowledge management solutions depending on company size, budget, and needs.

Advantages of an Effective Knowledge Management System

Elevated Customer Experience: Enables proactive resolution of customer queries, leading to increased satisfaction. Reduced Customer Support Costs: Lowers the volume of support tickets, allowing teams to focus on complex issues. Enhanced Company Performance: Facilitates knowledge sharing, collaboration, and innovation among team members. Improved Data Security: Provides customizable permission control and enhances document security. Streamlined Problem-Solving: Centralizes organizational knowledge, enabling quick access to relevant information for problem-solving.

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