In Business Since 2001 We accept Paypal
Home Article Directory
More from Bill Platt
"Bill Platt for Book Authors" Youtube Channel
Training for Book Authors
Other Resources for Book Authors & Publishers
FictionPlots.com (350+ Plots & counting)
Please Support Our Advertisers

 
D9 Hosting


3 Keys to Cutting Costs Through Centralized Knowledge Management

Copyright (c) 2008-2023

We all know the saying “Knowledge is Power”, and this still rings true today, but knowledge can also be analogous to “Time”. Whether it be time gained, or time lost, how quickly employees can access company knowledge translates into huge amounts of time, translating into huge amounts of money. In a season where companies are forced to maintain and improve services, while often cutting budgets, time (knowledge) management can be an overlooked tool that can produce dramatic effects to the bottom line.

Knowledge Sharing:

Organizations use knowledge management/sharing for both internal and external use. Some companies post answers to FAQ’s , company information, and even product manuals in knowledge base articles located on their company websites. Call centers typically use knowledge base technology to provide customer service reps the ability to search for and quickly provide answers to callers. And there are companies that simply have a corporate knowledge base for internal knowledge sharing.

Selecting the right Knowledge Base Tool:

There are many Knowledge Base (KB) software tools on the market today that are built to organize your company knowledge. You’ll need to develop specific criteria based on your needs because all software applications are not created equal. For example you will need to consider:

  • Web Based Apps - Web based apps are hosted on the web, so they can be accessed by anyone with access to a web browser. This is especially effective for remote access such as remote employees.
  • Ease of Use - your KB should have an easy to use article editor, so that articles are easy to create. It should include the ability to create links, include images, and add attachments to the article. Additional features to consider are the ability to load and view multiple file types, such as video and flash files. The inclusion of a flexible template system allows different departments to quickly create articles based on their needs.
  • Flexible Roles - You will have administrators that manage the app, and employees and/or web site visitors that will be the ‘end-users ‘of the app. The software should be highly flexible where administrators can delegate the content (through permissions), so that you can decide who has access to view what.
  • Search capabilities - what good is storing knowledge if you can’t easily find it? The KB should have both basic and advanced search capabilities, such as the ability to not only search the KB, but also the ability to search common attachments. Other high-quality search features include a built-in thesaurus engine, as well as search filters that further refine your search.
  • Work flow Capability - this key feature can be a huge time management tool. In certain cases, Knowledge Base articles that have been added or changed require multiple people in various departments to approve the new or changed article. A Work Flow System provides a flexible method for automating AND keeping track of these approval tasks. Advance features should allow for auto email notifications, to complete the loop and advise when tasks are completed or rejected.
  • User Feed back mechanisms - this will help you keep your KB well maintained. Metrics such as hit tracking, search phrase logging, and an article rating system can let your users tell you how the app is working for them. Some KB’s even allow your users to propose an amendment to a given article.
  • Traceable Security - supports compliance with archival histories, such as who/when an article was edited, and as mentioned above, who has permissions to view selected company data.

  • Getting Your Employees on Board:

    Sharing employee knowledge is one of the greatest benefits of a KB System. Whether it be documenting company policies, or company best practices, getting that information out of the employee’s heads and into a centralized reservoir is essential. Letting valuable knowledge leave when an employee leaves is costly and unnecessary. With the knowledge base you can:

  • Reduce employee training time - document training and company “best practices” to get new employees trained and quickly up to speed.
  • Retain employee knowledge - prevents knowledge from leaving when an employee leaves.
  • Share knowledge among departments - encourage employees to propose or amend articles to help management solve problems- they can often give higher level management a great perspective ‘from the ground level’. (Most employees are eager to contribute - awards for article submissions are a great incentive to get employees to play a part).

  • Companies whose Call Centers maintain statistics regarding the number of incoming calls and the average time per call are often able to see an immediate reduction in the “cost per call”. This quickly translates into increased efficiencies as well as proven Return on Investment (ROI). Once employees begin to see the benefits and how much easier their jobs will be, they will often quickly get on board and become huge proponents of the system. In the end, management gets a system that quickly pays for itself and the employees are pleased to be able to quickly access the data they need in order to do their jobs better and provide their customers the best and most expedient support possible.


    About The Author: Shop Amazon - Top Gift Ideas
    Written by: Anne Sych, Marketing Manager for Novo Solutions, Inc.
    Novo Solutions, Inc. is an Independent Software Vendor (ISV) in Virginia Beach, Virginia specializing in Knowledge base and Customer Support Software. Free trial versions of the Novo Help Desk Software, Knowledge Base Software and suite of web-based Customer Support Solutions are available. Contact: sales@novosolutions.com for more information. http://www.novosolutions.com/

    VOTE ON THIS ARTICLE
    Needs Work >> 0 - 1 - 2 - 3 - 4 - 5 << Excellent Article

    Tell our authors what you think about their article.



    Top-Level Category: Computers Articles

    10 Most Recent Articles Written by Anne Sych

    Disaster Preparedness | Safeguarding Your Most Valuable Assets - Company Knowledge
    Written by: Anne Sych | Distributed: 2010-12-08 | Word Count: 428 | Page Views: 5524 | Votes: 5 | Rating: 0.40
    Nobody likes to have to think about disaster preparedness, and many do not give thought to safeguarding 'company knowledge', but among other tangible catastrophic losses, it can mean the difference between your business making it or going under when a disastrous event occurs.

    Cloud Computing: Does Your Business Belong in 'The Cloud'?
    Written by: Anne Sych | Distributed: 2010-07-27 | Word Count: 601 | Page Views: 5244 | Votes: 5 | Rating: 0.20
    The 'Cloud' has rolled in and by all accounts is here to stay, but is it really the magic bullet for most businesses and is it right for you? And are all clouds the same? Here's what you need to know about computing in 'the Cloud'.

    The Hidden Costs of Freeware
    Written by: Anne Sych | Distributed: 2009-07-08 | Word Count: 572 | Page Views: 5175 | Votes: 12 | Rating: 2.08
    You are tasked with looking for software and in your research you stumble upon 'free' software. Can this be? It sounds too good to be true! How can they do that? It is very tempting - most of us at least take a peak. After all, why would we buy something we can get for free? But don't be rash... The cost of free might be really steep...

    Resolve to Improve Transparency with Your Constituents: The Benefits of Citizen Request Management Software
    Written by: Anne Sych | Distributed: 2009-01-21 | Word Count: 399 | Page Views: 3979 | Votes: 8 | Rating: 2.75
    Well it's a New Year, with all of its promises of fresh starts and new beginnings, but you may not be as optimistic as in years past. Everyone is feeling the squeeze of the struggling economy. Municipalities are being forced to do business-as-usual with less staff, and budget cuts have butchered most cities and counties plans to purchase much needed equipment.

    5 Benefits of SaaS Software in a Downturn Economy
    Written by: Anne Sych | Distributed: 2008-11-18 | Word Count: 735 | Page Views: 4758 | Votes: 8 | Rating: 1.63
    Whether you call it a 'hosted solution' or SaaS (Software as a Service), this model of software delivery is a perfect fit for many organizations. While the concept of 'leasing' software has been around for a long time, it has been gaining popularity in recent years, and for good reason.

    Government in Action: Cities Move Toward Four-Day Work Week
    Written by: Anne Sych | Distributed: 2008-09-09 | Word Count: 476 | Page Views: 6129 | Votes: 6 | Rating: 2.50
    While we cannot know if gas prices have 'peaked' or will continue to rise, some municipalities have moved to a four-day work week in an effort to cut expenses for cities and employees alike. Facility utilities are reduced by up to 20 percent, and employees realize an immediate savings in commuting expenses when shifting to a four-day week.

    Municipal Localities Using 311 Systems to Provide Better Service to Citizens
    Written by: Anne Sych | Distributed: 2008-09-03 | Word Count: 623 | Page Views: 5499 | Votes: 8 | Rating: 2.00
    All across the country, cities and counties are implementing "311 Systems" for non emergency citizen requests. Like 911 systems, 311 call centers assist citizens inside their jurisdictions and resolve issues through approved 'answers' contained in the center's 'knowledge base' repository.

    The Advantages of Customer Self Support in a Downturn Economy
    Written by: Anne Sych | Distributed: 2008-07-24 | Word Count: 487 | Page Views: 4240 | Votes: 8 | Rating: 1.50
    With today's economic challenges forcing management to tighten spending, companies are looking for effective ways to sustain excellent customer service while maintaining or reducing overall expenses.

    2008 Application Development Trends: 'Building for Change' To Accommodate Today's Shifting Business Conditions
    Written by: Anne Sych | Distributed: 2008-02-06 | Word Count: 441 | Page Views: 7420 | Votes: 18 | Rating: 2.28
    Software developers and businesses alike can expect to see significant changes in the year ahead in how applications are developed. Research analysts are projecting that 2008 will reveal a shift in the conventional development process, resulting in more flexible solutions that can evolve with a company's changing needs.

    Analysts Speculate IT Tech Trends for 2008
    Written by: Anne Sych | Distributed: 2007-12-05 | Word Count: 1048 | Page Views: 4654 | Votes: 8 | Rating: 2.50
    At the recent Gartner Symposium/ITxpo held last October in Orlando, more than 6000 senior business and IT strategists from virtually all major industries gathered for the industry's largest conference to gain the latest advice on driving profits and performance with IT.

    All of Author's Articles on this site:

    Most Recent "Computers" Articles

    To IPhone Or To IPad, That Is The Question
    Written by: Dawn Carey | Distributed: 2011-06-24 | Word Count: 658 | Page Views: 6245 | Votes: 4 | Rating: 0.25
    If your iPhone experience has ever left you wanting more, then the iPad may just be the scratch your itch is looking for.

    Are Alienware Gaming Laptops Worth Buying?
    Written by: Titus Hoskins | Distributed: 2010-12-09 | Word Count: 540 | Page Views: 9085 | Votes: 12 | Rating: 3.00
    Alienware laptops have gained a large devoted fanbase, but are these high-priced gaming laptops worth buying? Discover why there are many angles to this question which you must consider before buying that Alienware laptop.

    Learn How to Identify, Diagnose and Replace Damaged Laptop LCD Screens
    Written by: Erwin Leona | Distributed: 2010-10-26 | Word Count: 508 | Page Views: 6021 | Votes: 5 | Rating: 2.20
    Consumers with broken laptop screens will usually take their computer to an electronics repair store or replace the laptop altogether. A broken laptop screen still has a perfectly functioning machine underneath and with just a screwdriver and a manual you can replace the screen yourself and save. This task is much easier than it sounds and the job can be done in less than an hour with the proper set of instructions.

    Is The Apple IPad The Perfect Student Laptop?
    Written by: Titus Hoskins | Distributed: 2010-08-03 | Word Count: 816 | Page Views: 6295 | Votes: 6 | Rating: 2.17
    Will the new Apple iPad turn out to be the perfect student laptop? Only a close examination of the iPad features (and missing features) will give you the answer.

    Is Nvidia Optimus The Future Of Gaming Laptops?
    Written by: Titus Hoskins | Distributed: 2010-07-29 | Word Count: 874 | Page Views: 5706 | Votes: 2 | Rating: 0.50
    New Nvidia Optimus technology gives you switchable graphics for enhanced visuals and longer battery life for your laptop. But what will this new Optimus technology mean for the future of gaming laptops?

    Has 3D Gaming Finally Arrived?
    Written by: Titus Hoskins | Distributed: 2010-04-20 | Word Count: 970 | Page Views: 5692 | Votes: 7 | Rating: 1.71
    Dazzle them and they will come, or will they? We all know the new 3D technology as seen in the popular film Avatar has everyone enthralled, but will 3D have the same impact on computer gaming? Are we on the verge of a visual gaming revolution?

    Roles and Responsibilities of a SAP MM Consultant
    Written by: Varsha Vilankar | Distributed: 2010-04-20 | Word Count: 1255 | Page Views: 13071 | Votes: 63 | Rating: 2.90
    Everyday there are thousands of people who discover the prospects of a career in SAP. However, lack of knowledge often takes them to mushroom schools that have sprung up due to the high demand of SAP training. Varsha has attempted to give an easy to follow roadmap that is drawn on a timeline. Following this roadmap will ensure that students don't end up as hit-and-run victims of mushroom schools that are run by unethical businessmen and not educators. Midst of the weakening economy and employment uncertainty, the last thing you want is for someone to rob you of your savings and precious time. Read this article to stay in touch for an amazing career in SAP.

    New Trends In Gaming Laptops
    Written by: Titus Hoskins | Distributed: 2010-03-10 | Word Count: 695 | Page Views: 6254 | Votes: 2 | Rating: 0.50
    Just what are the latest new trends in gaming laptops? Will greater portability and 3D features become the latest trends in gaming laptop design... read to find out.

    Gaming Laptops Goes Mini-Me (Dell Intros Alienware M11x - The World's First Gaming Netbook)
    Written by: Titus Hoskins | Distributed: 2010-02-10 | Word Count: 601 | Page Views: 5205 | Votes: 2 | Rating: 0.50
    The whole concept of a gaming netbook is an intriguing idea - take your gaming with you, no matter where you go. But can the Dell Alienware M11x, which is being described as the World's First Gaming Netbook, really capture the hearts and pocketbooks of serious gamers?

    Gaming Laptops - 5 Reasons To Put Them On Your Christmas List
    Written by: Titus Hoskins | Distributed: 2009-12-30 | Word Count: 840 | Page Views: 5195 | Votes: 5 | Rating: 2.00
    The Holiday Season is just around the corner and everyone will be considering what to give as gifts this Christmas. If you have more than a little cash to spare and you're operating in a Non-Scrooge mode, here are 5 reasons why giving a gaming laptop should be high on your list.

    Most Viewed "Computers" Articles

    SAP HR Training
    Written by: David Sholmire | Distributed: 2008-04-30 | Word Count: 716 | Page Views: 16829 | Votes: 82 | Rating: 2.26
    Learning SAP HR or (new name HCM - Human Capital Management) module is not difficult at all if you have a qualified and experienced instructor who loves to teach; If you have the best of material that is geared towards certification; If you have system that is carefully tweaked for optimal performance and if you have an environment that is conducive to total learning.

    Roles and Responsibilities of a SAP MM Consultant
    Written by: Varsha Vilankar | Distributed: 2010-04-20 | Word Count: 1255 | Page Views: 13071 | Votes: 63 | Rating: 2.90
    Everyday there are thousands of people who discover the prospects of a career in SAP. However, lack of knowledge often takes them to mushroom schools that have sprung up due to the high demand of SAP training. Varsha has attempted to give an easy to follow roadmap that is drawn on a timeline. Following this roadmap will ensure that students don't end up as hit-and-run victims of mushroom schools that are run by unethical businessmen and not educators. Midst of the weakening economy and employment uncertainty, the last thing you want is for someone to rob you of your savings and precious time. Read this article to stay in touch for an amazing career in SAP.

    Are Alienware Gaming Laptops Worth Buying?
    Written by: Titus Hoskins | Distributed: 2010-12-09 | Word Count: 540 | Page Views: 9085 | Votes: 12 | Rating: 3.00
    Alienware laptops have gained a large devoted fanbase, but are these high-priced gaming laptops worth buying? Discover why there are many angles to this question which you must consider before buying that Alienware laptop.

    How To Choose The Best Student Laptop?
    Written by: Titus Hoskins | Distributed: 2007-07-20 | Word Count: 861 | Page Views: 7483 | Votes: 8 | Rating: 1.00
    This article lists the different factors which make up the perfect student laptop. If you're considering purchasing a student notebook or laptop in the very near future, read this article first...

    2008 Application Development Trends: 'Building for Change' To Accommodate Today's Shifting Business Conditions
    Written by: Anne Sych | Distributed: 2008-02-06 | Word Count: 441 | Page Views: 7420 | Votes: 18 | Rating: 2.28
    Software developers and businesses alike can expect to see significant changes in the year ahead in how applications are developed. Research analysts are projecting that 2008 will reveal a shift in the conventional development process, resulting in more flexible solutions that can evolve with a company's changing needs.

    Top 5 Gaming Laptops - Quick Roundup
    Written by: Titus Hoskins | Distributed: 2008-11-10 | Word Count: 1313 | Page Views: 7051 | Votes: 11 | Rating: 2.64
    In the market for a gaming laptop? Here are 5 Top Gaming Laptops you might want to put on your short list. Quick round-up of the latest gaming rigs...

    CISSP Advanced Security Certification Can Lead to a Lucrative Career for the Committed Computer Security Professional
    Written by: Frank Pines | Distributed: 2009-07-07 | Word Count: 623 | Page Views: 6762 | Votes: 14 | Rating: 2.14
    Within months of 9/11, computer security became one of the hottest career choices in Information Technology (IT) departments around the world.

    Is The Apple IPad The Perfect Student Laptop?
    Written by: Titus Hoskins | Distributed: 2010-08-03 | Word Count: 816 | Page Views: 6295 | Votes: 6 | Rating: 2.17
    Will the new Apple iPad turn out to be the perfect student laptop? Only a close examination of the iPad features (and missing features) will give you the answer.

    New Trends In Gaming Laptops
    Written by: Titus Hoskins | Distributed: 2010-03-10 | Word Count: 695 | Page Views: 6254 | Votes: 2 | Rating: 0.50
    Just what are the latest new trends in gaming laptops? Will greater portability and 3D features become the latest trends in gaming laptop design... read to find out.

    To IPhone Or To IPad, That Is The Question
    Written by: Dawn Carey | Distributed: 2011-06-24 | Word Count: 658 | Page Views: 6245 | Votes: 4 | Rating: 0.25
    If your iPhone experience has ever left you wanting more, then the iPad may just be the scratch your itch is looking for.

    Highest Ranked "Computers" Articles

    Overclocking And Gaming Laptops: Getting Higher Performances For Less Money
    Written by: Titus Hoskins | Distributed: 2008-08-14 | Word Count: 710 | Page Views: 4469 | Votes: 6 | Rating: 3.33
    Many gamers and computer enthusiasts use "Overclocking" to achieve higher performances from their computers for less money. Learn about overclocking and discover how you can also get higher performances for less money...

    What Is The Difference Between Netbooks And Laptops?
    Written by: Titus Hoskins | Distributed: 2009-10-21 | Word Count: 698 | Page Views: 5719 | Votes: 5 | Rating: 3.00
    What are the main differences between netbooks and laptops? Which one should you buy? If you're considering buying a laptop in the near future, read this informative article first!

    Are Alienware Gaming Laptops Worth Buying?
    Written by: Titus Hoskins | Distributed: 2010-12-09 | Word Count: 540 | Page Views: 9085 | Votes: 12 | Rating: 3.00
    Alienware laptops have gained a large devoted fanbase, but are these high-priced gaming laptops worth buying? Discover why there are many angles to this question which you must consider before buying that Alienware laptop.

    Roles and Responsibilities of a SAP MM Consultant
    Written by: Varsha Vilankar | Distributed: 2010-04-20 | Word Count: 1255 | Page Views: 13071 | Votes: 63 | Rating: 2.90
    Everyday there are thousands of people who discover the prospects of a career in SAP. However, lack of knowledge often takes them to mushroom schools that have sprung up due to the high demand of SAP training. Varsha has attempted to give an easy to follow roadmap that is drawn on a timeline. Following this roadmap will ensure that students don't end up as hit-and-run victims of mushroom schools that are run by unethical businessmen and not educators. Midst of the weakening economy and employment uncertainty, the last thing you want is for someone to rob you of your savings and precious time. Read this article to stay in touch for an amazing career in SAP.

    Microsoft Excel For Online Marketers
    Written by: Joe Cleland | Distributed: 2008-10-07 | Word Count: 749 | Page Views: 4285 | Votes: 7 | Rating: 2.71
    Many folks mistakenly believe that Microsoft Excel is strictly for accountants and bookkeepers, but it is really so much more. The fine programmers at Microsoft have tried to think ahead to how people would like to use spreadsheets, and they incorporated most of that additional functionality into Microsoft Excel.

    Maintaining and Troubleshooting Your Laptop Battery
    Written by: Bill Platt | Distributed: 2008-06-17 | Word Count: 1038 | Page Views: 6180 | Votes: 21 | Rating: 2.67
    The actual life of a laptop battery will vary with computer usage habits. For most users, it is not uncommon to experience differences in battery life, of anywhere from just under one hour to over two hours in each sitting. If you are experiencing shorter battery life cycles, say 10 to 15 minutes, it may not yet be time to order that new battery.

    The Check Point Certified Security Administrator (CCSA) Certification Will Prove Your Worth
    Written by: Frank Pines | Distributed: 2009-07-15 | Word Count: 500 | Page Views: 5820 | Votes: 15 | Rating: 2.67
    Are you looking for a career in Information Technology? The Check Point Certified Security Administrator (CCSA) certification is a good choice to add to your credentials as a Network Security specialist. The CCSA has not only become a highly recognized and sought after credential to help you get the job, it verifies your knowledge and improves your practical application skills to help you keep the job.

    Top 5 Gaming Laptops - Quick Roundup
    Written by: Titus Hoskins | Distributed: 2008-11-10 | Word Count: 1313 | Page Views: 7051 | Votes: 11 | Rating: 2.64
    In the market for a gaming laptop? Here are 5 Top Gaming Laptops you might want to put on your short list. Quick round-up of the latest gaming rigs...

    Toshiba Infuses Gaming Laptops With Triple Nvidia GPUs
    Written by: Titus Hoskins | Distributed: 2008-12-18 | Word Count: 597 | Page Views: 4908 | Votes: 8 | Rating: 2.63
    Toshiba stirs up the laptop gaming world with the first laptop sporting triple NVIDIA GPUs or graphics cards. Have the best of both worlds - powerful gaming performance and quiet operations in one gaming laptop... read more.

    What Makes Online Games more Fun?
    Written by: Jon Wuebben | Distributed: 2006-05-25 | Word Count: 679 | Page Views: 5376 | Votes: 14 | Rating: 2.50
    Role playing games, puzzle games, traditional games like chess and backgammon - they are all becoming big in the online world, with more and more people playing every day. So, what makes online games more fun and what are the specific benefits one can enjoy?











    Download an eBook today
     
    Directory Navigation
    Locate By Category:

    ALL Categories
    Arts & Crafts
    Arts & Entertainment
    Automotive
    Business - Offline
    Business - Online
    Career
    Computers
    Education
    Family
    Finance
    Food & Drink
    Health & Wellness
    Home & Garden
    Humor
    Internet
    Nature & Pets
    Real Estate
    Religion
    Self Improvement
    Shopping
    Society
    Sports & Recreation
    Technology
    Travel & Leisure
    Uncategorized
    World Events
    Writing & Speaking

    Change Number of Results:
    50 - 100 - 200 - 500
    Article Reprint Rights
    Creative Commons License

    This work is
    licensed under a
    Creative Commons
    License


    You are not required to show the creative commons license notice when you reprint this work.
    Article Statistics
    Word Count: 850

    Total Views: 5188

    Article Rating: 0.33 of 5
    Votes Cast: 9

    More Articles By Author:



    Last Distribution Date:
    2008-09-30 12:00:00

    Internal ID: #6323





    All Articles are Copyright © 2001-2023 of the Defined Authors.

    All other material and images on this site are:
    Copyright © 2001-2023, ThePhantomWriters.com