If you run any operations, having an existing digital knowledge base is a must. Your team members can search, add new items; it is easier to onboard new employees and solve customer problems. The greatest asset of your company or a team - experience - is stored in your knowledge base.
In this post, we will describe how to quickly set up the experience collection process that will become the base of your knowledge base.
Step 1: Implement Forms
First, you need to organize an information collection mechanism. The best method of collecting data is to use forms - everyone knows how to fill the form. Forms can also be filled via mobile phone.
You can set mandatory fields to make sure nothing is missing.
Step 2: Use QR codes to Distribute Forms
When you create a form, you will publish it and have a URL. URL is not the best option to distribute the form - QR codes are much much better. For instance, if you run a property management operations, then you can put QR codes in each property for personnel to scan it to fill in the form about their work.
If you have a manufacturing business and you deliver some machinery, the QR codes can be placed near some elements so a customer can scan them to fill in.
The key item here is that you want your form to be at hand all the time. People will know - if I need something, that's where I go.
Pro tip: Through a URL management tool like bit.ly to your mix to manage URLs - once a QR code is generated, you cannot change the form URL without changing the code.
Step 3: Add Internal Knowledge Submission form
Your team can also contribute - they figure out a lot of things and they need a way to capture this knowledge. If you create a special form to submit internal knowledge bit, then you can put it everywhere in your office like a poster like "Know something useful? Share it!!".
Step 4: Run & record knowledge sessions
Your team is different and you can't assume that everyone has the same way of transmitting the information. Some people like to talk and others like to write. Your job as a leader is to capture this information. Use tools like Zoom to record meetings and discussions, and then convert transcripts into knowledge bits.
Step 5: Organise Work around Events
Your key objective is to convert the information flow of your company into an indexable and searchable format. It means if something is stored locally, you might miss it.
For example, when we were implementing a new process for a client, one of the employees used his own local excel file to record customer cases that called. We could not track it properly and the employee refused to accept new tools. Hence, we found a compromise - the employee keeps everything in a local excel file, but uses Excel online and cannot save anything on a local laptop. Thus, when a new row was added or modified, we could get an event about it and process it.
The same compromise you can offer to a customer that doesn't want to use forms - let them send emails but to a special mailbox.
A.I. added value
Artificial intelligence can be a great help in various stages of above process. Using A.I. you can extract keywords from the query to convert them into tags, you can classify requests automatically and detect problem type.
If you keep those things in mind, then you are one step closer to organizing your processes around events. And a proper process loves events and triggers.