Feature
The secret weapon for many successful organizations isn't just what they know, it's also how they manage the knowledge they have. Enter the knowledge manager, an essential role that transforms raw information into strategic assets.
But how do they do it?
What Is a Knowledge Manager?
A knowledge manager is responsible for overseeing the management, dissemination and utilization of knowledge across the organization. They ensure that valuable information is accessible to the right people at the right time, empowering decision-making and driving business success. By creating and maintaining a structured environment for knowledge sharing, knowledge managers help organizations save time and capitalize on internal expertise.
Al Boyle, knowledge manager at Mobi, said he'd describe his role as equal parts consultant, communicator, relationship manager and project manager. "My stakeholders may want to discuss anything from an idea to a project, so I’m actively listening and asking questions to understand how I can serve them best."
What Are the Responsibilities of a Knowledge Manager?
Knowledge management can mean many different things depending on the organization, according to Andrew Jayne, a knowledge management expert with nearly 20 years of experience. However, at its core, he says the function seeks to ensure decision-makers have the correct information at the right time to make the best decisions.
"In order to do that, a knowledge manager must already be in partnership with their colleagues. Partnership is not serving up desired information when asked — we aren’t the deli counter. Instead, knowledge managers proactively seek out the pain points for each facet of a business and show their value by meeting needs and making work better."
Interacting with other departments within the organization, said Jayne, should always be done from a place of partnership, not service.
Related Article: 5 Keys to Building Optimal Knowledge Systems
Why Are Knowledge Managers a Good Investment?
According to a report produced by Unisphere Research, knowledge continues to be siloed in most organizations. As such, knowledge management has great potential for more adoption and use across enterprises.
Some of the benefits that come along with having a knowledge manager on staff include:
In-House Expertise
According to Boyle, one big benefit of knowledge management is having an individual who understands your company's goals, products, services and audiences' documentation needs. "This allows them to be more proactive about meeting your needs. And over time, the shorthand you’ll develop will be a time saver, too."
Less White Noise
"Knowledge managers are trained professionals who can look through oceans of data and information and see the connections that will turn white noise into actionable content," said Jayne.
For organizations with long histories, he added, this might mean establishing a strategic archiving policy that provides for robust history but keeps the day-to-day running lean and fast. For companies recovering from explosive growth, it might mean creating avenues for corporate culture so that the knowledge doesn't get lost in the growing pains.
Ownership
According to Boyle, it's helpful — perhaps even invaluable — to have a domain expert with visibility into your company roadmap managing your knowledge documentation. "They’ll scope out projects to assess priorities, workloads and timing, then communicate with resources and stakeholders to manage them."
User Experience
Another benefit of a knowledge management expert, according to Boyle, is user experience.
"A consistent user experience contributes to your brand’s distinctiveness and perceived value," he explained. "A knowledge manager can ensure alignment with a brand communication/style guide, or they can work with your leaders to develop one."
Problem-Solving
Whatever the major hurdle in an organization, said Jayne, knowledge managers can be valued partners in finding ways to address the issue that actually results in a better environment, not simply a removal of the offending concern.
"If an organization trusts and values their knowledge management professionals, they’ll be able to accomplish some pretty amazing things together."
What Makes a Good Knowledge Manager?
To excel in knowledge management, one must possess a unique blend of skills that are both broad and specialized.
Some of the top capabilities highlighted by Boyle and Jayne include:
- Communication: The knowledge managers Boyle admires most are those with fantastic communication skills who are great with active listening.
- Relationship-building: Relationship building is another must, with Boyle adding that it's important to love the role's consultative aspects.
- Growth mindset: This mindset is a big asset to anyone considering a knowledge manager's role, said Jayne. Expect continuous learning, along with technical and logistical problem-solving, he said.
- Team advocate: Great knowledge managers should advocate for their team members, create opportunities and have their colleagues' backs, said Boyle.
- Expert at agile: Employers should look for someone who thrives in an agile environment, said Jayne. Priorities shift, projects get put on hold, and progress can be intermittent. "As the business adapts to changing conditions," he explained, "so must we."
Related Article: Creating a Culture of Knowledge Sharing, Not Hoarding
Bridging the Knowledge Management Gap
There's a real knowledge gap in how many people within an organization see knowledge management efforts, said Jayne. Many either don't understand the field or have a skewed perception of what a knowledge manager does.
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"As with most things, education is paramount to understanding, acceptance and appreciation. New knowledge managers may find it helpful to have an 'Introduction to KM' lunch discussion with their colleagues, centering on what knowledge management is and isn’t."
According to Jayne, setting the parameters of how you can be a valuable partner and bring colleagues the most benefit can save hours of confusion, misalignment and potential misunderstanding.
