Knowledge Management in the Age of Social Media

We’re going to talk about an article written by Robin Singh, in which he analyses the importance of Knowledge Management in the age of Social Media.

Singh says “The benefits of having a knowledge base are many. The companies that have fully adopted this approach have witnessed a jump in productivity, improved workflow, shortened onboarding phase, and better collaboration. These benefits are tied to the internal knowledge base, but the use of an external knowledge base can prove helpful in strengthening client relationship. User guides, quick resolution to common problems and an engaging learning environment are some of the important factors that an external knowledge base is capable of handling which eventually boosts the customer satisfaction and increases the chances of getting more referrals and mentions.”

How social media can transform knowledge management?

The form and aetiology of the data found on social media and on the knowledge base are completely different. The only social aspect of data in knowledge management systems is found during the approval process when an appointed employee reviews the credibility of the data source and its value for the organization before publishing it via the knowledge base software. This data can then be altered by an update that has to follow the same approval process.

On social media, things work differently. The social interaction aspect removes all boundaries and makes it interactive. Content becomes a key part of social interaction and it can shift the meaning as the discussion progresses, where every reply has robust value. But, how to use the power of this information found on social media with a knowledge base?

The solution is enterprise social computing which is rather an emerging trend. The leaders in the artificial intelligence field have developed APIs that can be used to manage unstructured content such the one found on social media. Associating and categorizing unstructured data will provide companies with new insights on how to improve and increase the chances of reaching success.

Singh finishes his article with the following conclusion:

“This newly compiled data can easily be integrated into the knowledge base without much time lost on cleaning, validating, and categorizing data. It is less likely that social media will push the knowledge base completely out of the picture, but it is safe to assume that it will definitely put this practice to serious challenges.”