Originally posted 15-Nov-18

Timely communication is critical to successfully introducing a new KM initiative and keeping the organization informed of implementation progress. Complete and effective documentation supports training, communications, and user assistance. It is a good way to demonstrate knowledge sharing and reuse, and allows users to learn about all elements of a KM program.

The types of documentation to provide include big picture documents, user guides, administrator guides, policies and procedures, and knowledge sharing documents.

Big Picture Documents

These are conceptual or overview documents. They help users understand the importance of knowledge management and their own role in making it succeed. Big picture documents are for those interested in a high-level view of knowledge management, including why things work the way they do, and available resources.

Examples of Big Picture Documents

User Guides

These are written to help users understand how to do something. Knowledge assistants can refer users to these when providing support.

Examples of User Guides

Policies and Procedures

These provide details on standard processes required of users. They may be part of an official document repository, in which case, link to them from the KM documentation web page.

Examples of Policies and Procedures

Lucidea Press has published my book, Proven Practices for Promoting a Knowledge Management Program, which offers advice and insights drawn from my career as a KM practitioner, including more tips on how best to communicate with your user base.

See also:

Knowledge Management Author and Speaker, Founder of SIKM Leaders Community, Community Evangelist, Knowledge Manager https://sites.google.com/site/stangarfield/

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store