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The Purpose Behind the Practices
The Solve Loop
Reuse, improve, capture, and structure in the workflow to leverage existing knowledge and keep it accurate and available.
Reuse
Reuse knowledge to avoid rework and identify pervasive issues for corrective action.
Search Early, Search Often
Continuously discover what information exists and what current answers are available.
Seek to Understand What We Collectively Know
Fulfill new requests by leveraging existing experience and knowledge.
Track Reuse
Collect information about knowledge reuse to gain insight into the value being delivered.
Improve
Improve existing knowledge as it's used to keep it timely and accurate.
Reuse is Review
Review knowledge in the process of using it, while the context exists to improve it.
Flag It or Fix It
Address needed knowledge improvements in the flow of work to avoid future audit and cleanup.
Empower to Improve
Enable permissioned people and systems to update knowledge during interactions to reduce duplicates, keep content up to date, and assure high quality and value.
Capture
Capture and share knowledge in the moment, and in the context of the requestor, because otherwise the solution is hard to find (or recreate) later.
Capture Knowledge in the Moment
Context is clearest in the moment of use, when we are able to access tacit knowledge.
Capture the Requestor's Context
Record the requestor's perspective, in their words, to improve discoverability.
To Search is To Capture
Identify opportunities to improve by capturing knowledge discovery activity and context.
New Articles are Created on Demand
Capture context. Create only when necessary.
Structure
Structure knowledge so that humans and machines can effectively use it.
Use A Simple Template
Make content discoverable and actionable across both human and automated workflows by using a simple template.
Complete Thoughts Not Complete Sentences
Capture information that is sufficient to help to make knowledge actionable. Discrete, complete thoughts improve readability and retrieval.
The Evolve Loop
The Evolve Loop defines, reflects on, and learns from activity in the Solve Loop.
Content Health
Content Health defines what we're trying to create: knowledge that is findable and usable by a specific audience.
KCS Article Structure
A consistent structure supports discoverability and analysis, and prepares content for further processing.
KCS Article State
Article state options indicate the audience, confidence, and governance of an article through its lifecycle.
Knowledge Optimization
Identify insights from the KCS system and act on them.
Content Health Indicators
Identify and improve article quality using the content standard and workflow.
Process Integration
Process Integration defines how we are going to interact with knowledge in the workflow; make the right thing to do the easy thing to do.
Structured Workflow Integration
Define the problem solving process to reinforce the use and development of knowledge in the workflow.
Technology Integration
Design and integrate tools to facilitate a structured knowledge-centered workflow.
Process Alignment Review
Assess how well and how often knowledge workers are contributing to the Solve Loop.
KCS Roles and the Proficiency Model
Define and train to KCS competencies in order to build a consistent, healthy knowledge practice.
Coaching for Success
Practice new skills on the job with coaching to help change stick.
Performance Insight
Performance Insight allows us to promote learning and growth for individuals and teams and assess the success of the KCS program.
Measure the Right Things
Triangulate to understand the full context of what's happening in the system.
Measures for Individuals and Teams
Identify individuals and teams who are doing the right things and contributing to intended outcomes.
KCS Program Benefits and ROI
Demonstrate that the system is working as intended and delivering the value it was built to provide.
Change Management
Change Management communicates why KCS matters and ensures everyone understands how their participation contributes to the bigger picture.
Tap into Internal Motivators
Sustain change by leveraging the intrinsic motivators of autonomy, mastery, and purpose.
Develop and Communicate a Vision
Establish shared goals and create organizational alignment and sustainability.
Create an Impact Map
Describe how KCS outcomes help achieve organizational goals.
Promote Teamwork
Celebrate what is working.
Communication is the Key
Inspire and sustain change with a robust communication plan.