Using Knowledge Management to Identify Knowledge Gaps in Employee Training
In today’s fast‑moving workplace, training isn’t just a one‑time event—it’s an ongoing cycle of learning, applying, and refining skills. Yet even the most well‑designed training programs can fall short if they don’t address the real knowledge gaps employees face. That’s where knowledge management (KM) becomes a powerful ally.
KM isn’t just about storing information. It’s about capturing what your organisation knows, making it accessible, and using that insight to improve performance. When applied strategically, KM becomes one of the most effective tools for identifying—and closing—knowledge gaps in employee training.
Why Knowledge Gaps Happen
Knowledge gaps emerge for many reasons:
- New technologies or processes
- Inconsistent onboarding
- Tribal knowledge held by a few experts
- Rapid organisational growth
- Outdated or scattered documentation
- Employees learning “on the job” without structure
Traditional training often misses these gaps because it relies on assumptions rather than evidence. KM flips that dynamic by giving you visibility into what employees actually know—and what they don’t.
How KM Helps Identify Knowledge Gaps
Centralising Information Reveals What’s Missing
When organisations consolidate documentation, SOPs, FAQs, and best practices into a single KM system, patterns emerge:
- Are certain topics under‑documented?
- Are employees repeatedly searching for the same answers?
- Are there inconsistencies between teams?
These signals highlight areas where training content is incomplete or unclear.
Search Analytics Show What Employees Struggle With
Modern KM platforms such as Universal Knowledge track:
- Most‑searched terms
- Failed searches (no results found)
- Frequently accessed articles
- Repeated queries from the same users
If employees constantly search for “how to escalate a ticket” or “refund policy exceptions,” it’s a clear indicator that training didn’t fully cover those topics.
User Feedback Exposes Confusion in Real Time
KM systems often include:
- Article ratings
- Comments
- Suggested edits
- “Was this helpful?” prompts
Low ratings or repeated requests for clarification point directly to training gaps. Instead of waiting for quarterly reviews, you get immediate insight into where employees need more support.
Expert Contributions Highlight Tacit Knowledge
Subject matter experts often hold critical knowledge that never makes it into training materials. KM tools that encourage:
- Expert-authored articles
- Peer knowledge sharing
- Discussion forums
- Ask the Expert features
…help surface this tacit knowledge. When experts contribute content that wasn’t previously documented, it reveals blind spots in your training program.
Performance Data Connects KM Usage to Skill Gaps
KM analytics can be paired with performance metrics:
- High error rates in a process + high KM search volume = training gap
- Low KM usage + inconsistent performance = employees may not know where to find information
- High reliance on KM for routine tasks = training may not be reinforcing core skills
This creates a data‑driven feedback loop between training and real‑world performance.
Turning KM Insights Into Better Training
Once you’ve identified the gaps, KM helps you close them by informing smarter training design:
✔ Update training materials based on real usage data
Focus on the topics employees search for most or struggle with.
✔ Build microlearning modules for high‑need areas
Short, targeted lessons address gaps quickly.
✔ Use KM content as part of training
Link to articles, videos, and expert insights directly within training modules.
✔ Encourage continuous learning
KM becomes a living extension of your training program, not a separate resource.
✔ Measure improvement over time
Track whether search failures decrease, article ratings improve, and performance stabilises.
Frequently Asked Questions
Q:What are “knowledge gaps” in employee training?
Knowledge gaps are areas where employees lack the information or skills they need to perform tasks confidently and correctly. These gaps can stem from rapid change, inconsistent training, tribal knowledge held by a few experts, or outdated documentation — and they can prevent employees from working effectively.
Q: How does knowledge management help reveal training gaps?
Modern knowledge management systems centralise documentation and track how employees search for and use content. Trends like repeated searches for the same topics, frequent failed searches, or low ratings on articles can highlight areas where training is incomplete or misunderstood.
Q: What role do analytics and feedback play in identifying training needs?
Search analytics (e.g., common queries or “no result” searches) and user feedback (ratings, comments, helpfulness prompts) give real-time signals about where employees are struggling. These data points help organisations pinpoint content gaps and training weaknesses more quickly than traditional quarterly reviews.
Q: How can knowledge management tools capture tacit knowledge?
KM tools that support expert contributions, discussion forums and “Ask the Expert” features help surface tacit, experience-based knowledge that isn’t usually documented. When subject matter experts contribute this insight, organisations can spot gaps that formal training hasn’t covered.
Q: Once gaps are identified, how does knowledge management improve training?
After identifying gaps, organisations can update or redesign training materials based on actual user behaviour and needs, build targeted microlearning modules, integrate KM content into learning pathways and track over time whether search failures and performance issues decrease.
