For a modern workforce, the areas of knowledge and information management are becoming important. It must be intuitive, quick, and seamless to locate, record, and know stuff in an environment where data is distributed, workers are constantly on the go, and career opportunities change rapidly.
The basic principles of Knowledge and Information Management are how effective a company’s product and its service information is managed, like activities combining with optimized search tool since the early 2000s. Yet it won’t be enough any longer. From this promising point in the age of AI and chatbots, if you’re not putting a strong and precise bot to work, you will be left behind.
We have the intellect of a computer processing but wanted it to be smart enough to understand the laymen’s queries through their keyword phrases rather than go through the educating steps to be precise or vice versa. We need to segregate these steps among Knowledge Management and Information Management.
Let me share the difference between knowledge management vs information management in a firm.
Knowledge Management: The process of generating, exchanging, using, and maintaining an organization’s resources and their insights is knowledge management. It refers to an integrative strategy that allows the best use of expertise to achieve organizational goals effectively.
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Information Management: Information management refers to a term of organizational operations. The collection, preservation, and transmission of work data from one or more sources to those in need, and its eventual disposal through archiving or destroying it.
Now is the time to bring your strategic plan into chatbots integrating AI. There are various methods to train a bot or the individuals handling the information acquired through the process and available knowledge.
The information needs to be structured which impacts how it is found and used by individuals or bots by providing another channel to reach out to your customers. Bots can be leveraged to increase customer engagement with timely tips and offers. Real-time customer communication of chatbots helps the customer find what he is looking for and evaluates different suggestions while having their requirements in parallel to current trends.
Your files can be structured well using a solid folder or metadata structure in a standardized site and repository hierarchy. The performance of the structure, of course, depends on the below points
a) The technique used from the outset and from the beginning to organize the information/data material.
b) How well the structure and content have been maintained by the owner of the hierarchy over time (including eliminating ROT if needed).
For knowledge management, a well-organized hierarchy that is intuitive, standardized, and timely will work well. The content is not organized by searching alone, the kind of idea/suggestions along with queries will have more information on the customer’s knowledge of the product/service. In an organic fashion, the search engine can have several results based on keyword matches, metadata refiners, and, of course, previous file popularity. When the user has no idea how to create the expected details (or cares not to waste time passing through a file structure), this may work well.
With bots, the available information is absolutely determined by the owner(s) of the bot, certain individuals who organize the bot’s data, and how it guides users to the source data they are searching for. For each department or division in an organization, a good bot includes answers to the most popular questions, answers the question being asked (rather than only providing a source for the answer), and links directly to the origin as a guide for more information.
The response is important because, well, it’s what the user was searching for. The reference is also powerful since, should they need it, it automatically leads the information researcher to the source. Bots optimize what’s available when it relates to the available knowledge and have high returns on the expenditure on comments.
Site structures, quest, and bots rate quite differently as compared to finding what you’re anticipating. For example, a user is assumed to scan the human resources database with a site layout to find data about their employee compensation. And it is not assured, even though this can be predicted. The web layout may be more difficult than expected, or, frankly, the user may suffer a bit of laziness and give up.
But even if they understand how to get to the information, clicking through folders, views, and plugins is still a challenge and can deter anyone from looking forward to a document they need. They eventually accept not getting the data (possibly affecting the quality of their work) or asking someone else for help (someone adds minimal overall value by using another person’s precious time on a task). In general, this impact on seeking information is okay, but not fantastic.
With the search that just suddenly combed everything you have exposure to; you’re stuck with performance. The user also must contend with international results that are just not relevant for a user who wants to look for best practices combined with a specialized search system (e.g. advertised results, customer refiners). From linking keywords (e.g. “office” for facility details or “Office” for its computer use) to outdated information, a significant amount of data in the search must be collected according to the essence of its indigenous application.
The response is important because, well, it’s what the consumer was searching for. The comparison is also powerful as it leads the knowledge seeker to the source immediately if they need it. Bots optimize what is available when it comes to the available data and provide better returns on the expenditure on responses.
Site hierarchies, quest, and bots rate very differently as compared to finding what you are anticipating. The material is usually well structured for your folder structures. It’s predictable to find what you want to find because if a file was there last week, it’s probably still there this week, possibly on the same web, library, or folder. The hierarchies are trustworthy best buddies that can be used again and again to find data once we know our orientation. It may not be simple for the owner to set up and manage, but users would be easy to use and enjoy a well-organized information system. You have a perfect balance with a bot: you prescribe what the answers are to the most wanted queries and provide resources as a solid way return (via link) to the actual sources.
Deciding what to include can be daunting at first. Combining the top, say, 50 most popular search queries from the search analytics of your intranet with a known list of FAQs per department or category in your organization is a simple way to start. We’ll mostly see of use of the bot when you have around three-quarters of those systematic reviews. To decide what else people, want to hear, collect any unanswered feedback from users. A bot strikes a balance among knowledge management vs information management.
The curation of information is crucial. Your home page on the intranet may include dynamic content, but inevitably someone with a plan has planned how the content will be presented and has decided what to do or not show. For the overall knowledge control, the same goes.
Bots offer you a happy middle ground where only the content that is important can be curated. Yeah, keeping records of things that happened seven years ago is valuable, but it’s doubtful you’ll have to see it often. On your site, that kind of file is curated. Search offers organic answers and can provide insights into what’s common through its analytics. But searching will only provide you with the source of the data.
If you want to know about the holiday policy, the employee handbook will probably be returned by search; but to locate the section on time off, you’ll have to sift through that paper. For comparison, a curated bot will address the issue about time off and connect to the employee handbook. But rather than the source, the customized reply is the answer the user was searching for. After you have found the source you needed, a curated bot skips the irritating step of having to read, digest, or further check for information.
Unfortunately, excellent Information Management can only come with a well-trained user base of today’s information processing sphere, like using the acquired knowledge for customizing the information and structuring it better. But everybody has their daily jobs, so no one likes having to take a class to learn anything as fundamental as directory structures and searching (required or not). (Although, indeed, they are expected to.)
On the user’s hand, it takes a while to understand and discover a good site and library layout. Ask the newest member of your team how long it took them to grasp the design of the knowledge in your team if you are suspicious of the evaluation. It takes time to understand even the best frameworks, and it takes time away from other work that could be accomplished.
Searching, one might say, has no learning curve. With an empty box with a magnifying glass beside it, everybody knows what to do. But it is not so easy. Of course, if you like, you can use out-of-the-box search that way, but any smart search setup with configured search refiners, pinned results, and more can be used to get the most out of it.
· The Knowledge Management and Information Management fields is a shake-up of actual, functional AI solutions that can get us over the limitations of site frameworks and search, but directly link users to the data they want. Point A to Point Z without any stops along the road. Big, immediate wins can be bought by a smart implementation process. Keep these steps in mind when you begin playing with bots in your organization:
· A bot is required. You can spend several thousands of dollars and months constructing one for development time, or with a bot, you can get up and running in a matter of hours. There’s also a free trial for 30 days to see if he suits your needs.
· Record the x-most popular search queries in your search analytics (I optimized design at 50) and revisit this list each month or so.
· Collect and record the list of common questions from each team, and knowledge base they have, or any cheat cards they use to find appropriate details.
· To answer these questions, customize your bots using a platform like Question and Answer Creator. Link to the sources in your replies.
· Collect communications from users that do not have a successful response. Apply a framework for reviews to consider consumer needs.
· Review your replies on a regular basis to ensure they are specific.
· Delete redundant answers. Modifications of records. Observe best practices.