There are three main classes of challenge to introducing KM. We can call them Awareness, Willingness, and Ability
The awareness challenge can be summed up as followsThe people who have the crucial knowledge, are often unaware that they have it, unaware how valuable it is, unaware who needs to know it, and unaware that sharing knowledge is something they should do.
The people who need the knowledge are often unaware that they lack it, unaware that they need it, unaware that it exists already, unaware of who holds that knowledge, and unaware that seeking knowledge is something they should do.
The willingness challenge can be summed up as follows
The people who have the crucial knowledge, are unwilling to share it. They fear that sharing knowledge will cost them time and effort, and may in some way disempower them. If the knowledge is gained through trouble or failure, they may be unwilling to admit to this, or discuss it. If the knowledge is gained through success, they may be unwilling to appear as if they are "showing off".
The people who need the knowledge are unwilling to look for it. They fear that admitting a need for knowledge makes them look incompetent, or they prefer the fun of creating the knowledge for themselves. They are unwilling to say "I don't know - please help me".
The ability challenge can be summed up as follows
The people who have the crucial knowledge, are unable to share it. They don't know who to share it with, where to put it, or how to share it. They don't know, or don't have, the tools, processes and roles to help them.
The people who need the knowledge are unable to find it. They don't know where to look, who to talk to, or how to search. They don't know, or don't have, the tools, processes and roles to help them.
To address these challenges, you need to
- make the case for KM and raise the awareness, for example through a communication program;
- analyse and address the cultural aspects behind any unwillingness, through culture based initiatives or just good governance; and
- introduce a framework of roles, processes and technology which provides the ability to seek and share.
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