Implementing effective employee training and adoption strategies is crucial for the success of any Knowledge Management (KM) solution. These strategies ensure that employees not only learn to use the KM tools effectively but also integrate them into their daily workflows. Different users will require different levels of training and often a train the trainer approach works well in collaboration with your knowledge system supplier.
Develop a Training Program with your KM system vendor.
Tailored training for your different tiers of users should be provided. Content authors will require their own training to understand how to upload and create content whilst end users need the basics of the KM platform, navigation, search and how to provide feedback.
Using a mix of instructor-led sessions, e-learning and videos will always improve user understanding and allow users to learn at their own pace and with the approach which works best for them. Understanding the way different users learn is key, so providing different formats will ensure nobody gets left behind. Combine this with Just-in-time learning, embedding tooltips, descriptions of what is displayed on the screen and tailored layouts for different teams and departments.
Promote Adoption Through Change Management
Executive sponsorship is key to user adoption; visible leadership support reinforces importance. Appoint “KM ambassadors” to model behaviour, support peers and provide clear communication to explain the benefits (time savings, better decisions, knowledge sharing).
Embedding KM into Daily Workflows will help promote the usage of the tool and provide users with a single platform to access the information they need to do their daily tasks. Integration with existing tools can be beneficial, such as ensuring notifications of required readings, updates to documents and review tasks are sent to the user’s email, in the event of not being logged into the knowledge base.
Most knowledge bases will provide communication platform features – whether sending a news item or a reminder that a knowledge item requires review, if users know that the knowledge base is the only platform where this information is provided, adoption will be seamless.
Continuous Support and Improvement
Identify and train key users who can provide 1st line support to users and provide a simple mechanism for informing key users when there is an issue. Use the features of your KM tool to provide continuous feedback, such as a document which needs updating or a missing piece of knowledge needs creating.
Monitor Adoption Metrics
Usage analytics should be available in your KM platform to track content views, searches and contributions so action can be taken where necessary. Monitoring the creation versus reuse of content helps understand the value of contributions which can be used to incentivise authors. Linking KM use to performance improvements such as reduced onboarding time and improved service delivery provides assurance that the KM system is delivering the expected ROI.
Even the most advanced KM system is ineffective if employees don’t know how to use it or don’t see the value in using it. Training ensures that the investment made in KM tools translates into actual productivity and knowledge sharing. Proper training and change management strategies help overcome resistance to new systems; when users understand how a KM system improves their workflow, they are more likely to adopt and consistently use it.
