Chris Hall looks at some of the latest trends to look out for when setting up a knowledge management solution.
1. Intelligent search understands the way you phrase something
“Intelligence Search” is built into some knowledge management solutions. The feature understands what the customer is looking for, offering semantic and concept-based searching. This enables it to find the right content, even if what is entered into the search engine is worded slightly differently.
A ‘memory engine’ can help to ensure the feature is able to understand what the customer means, not just what is typed.
2. Dynamic linking adds automatic indexing
Most knowledge managers will be familiar with manual linking and tag clouds that have been used to display the most prominent terms within content.
Though it may previously have been a good place to start, this form of tagging was both cumbersome and inaccurate.
An alternative is dynamic linking, which automatically indexes and links content by concept. This form of linking ‘learns’ associations between questions and content through usage. There is also no manual effort involved, saving brands, their employees and their customers a lot of time.
3. Search engine optimisation (SEO)
90% of customers have said Google is their preferred channel to get results, which is why you need your content to be appearing high up in the search results.
Not only will this drive more traffic to your website – it will help increase customer loyalty. Goodwill can be built by always having the answer!
4. Social collaboration
Social collaboration is concerned with using customers to crowdsource knowledge.
Customers have a unique insight into a brand’s products. They’re aware of short cuts and they know how to train people on how to use them better, so finding a way to gather this input into your knowledge base can be extremely useful – not only for employees but for other customers as well.
5. Mobile optimisation
Chris Hall
The mobile revolution has changed just about every aspect of our lives and undoubtedly the way we interact with information. Next year, more than a quarter of the world’s population will use smartphones, and for many it’s their only device to access the internet for web self-service.
Therefore business brands need to be making their content mobile friendly. For example, through responsive design and content management.
Employees and customers today are demanding ‘just in time’ access to knowledge via mobile devices and brands need to ensure that they are supplying this.
With thanks to Chris Hall at Transversal and John Ragdale at Technology Services Industry Association
Author: Megan Jones
Published On: 21st Oct 2015 - Last modified: 18th Dec 2018
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