Technique 2.3: Empower to Improve

There are multiple benefits to designing KCS processes so that knowledge workers are able to make improvements to the knowledge they're interacting with:

• Ensure accuracy and timeliness of the article
• Provide knowledge workers with a sense of autonomy
• Reinforce the idea of collective ownership

Not every knowledge worker gets to do everything right away. The KCS proficiency model defines a knowledge worker's privileges in the system. Knowledge workers who show an understanding of the KCS concepts, content standard, and workflow, and an ability to consistently make good judgments earn the right to do more in the system. While the proficiency model varies from organization to organization, generally a knowledge worker with a KCS Publisher role means they can create or improve a knowledge article and update the audience attribute to make it visible externally. The more KCS Publishers in the organization, the higher the availability of timely, accurate knowledge.

Configure knowledge management tools to manage permissions based on user profiles and proficiency levels defined by the organization.