Knowledge Management and Stories

Knowledge Management (KM) is how organizations make best use of their intellectual assets. Using their technology, processes and people they dredge for knowledge (sometimes very subjective, tacit and hard to articulate) and spread insights and experience to where it counts and can be applied to improve performance. For example, customer-facing employees can access expert systems containing technical solutions, or they can look up a base of non-technical knowledge in order to answer the customer immediately - without having to escalate the interaction to a higher, more knowledgeable authority.