Knowledge management has become one of the most essential aspects when it comes to sharing information, both internally and externally. Not only it helps in establishing an organized internal system, but is also a great way of winning over customers. But, knowledge sharing is no longer restricted to a website these days, as customers demand on the go access to information.And what better platform you can find for that than social media?
Knowledge management is crucial in:
One of the ways of sharing knowledge with almost no effort is through cloud-based knowledge base software, combined with effective social media strategies – a practice that has gained significant adoption lately.
Read on and find out more about some of the best ways of sharing knowledge using social media.
Social networks can be a great way of sharing knowledge but only if you have clear idea on what information you should share and with whom should you share it. First of all, you should make a difference between:
These bases are usually written and formatted in different ways. On one hand, public knowledge base should rely on simple and understandable language without technical terms or professional jargons. On the other hand, internal knowledge should be quite the opposite – its primary goal should be to help employees to perform their duties effectively and not run from pillar to post, searching for relevant information.
This is why it’s so important to make a difference and realize where you should share what type of information. If you share the internal knowledge base with the public, you won’t see any results – or at least not the positive ones. Same goes for sharing external knowledge-base with your employees.
Social media nowadays represent a crowded arena of numerous businesses promoting their products and services. Not all of them manage to do it efficiently, but those who do, are definitely aware that this promotion is actually an important part of their knowledge base.
This means that you should make some effort and create thorough, informative, and engaging content explaining your new products. This way, you will attract a lot of attention since customers tend to pay attention to brands that offer valuable information and proactive support. Some engaging ideas that you can include in this external product knowledge base may actually be the crucial parts of your internal knowledge base, as well. For instance, you can:
It’s important for you to realize that knowledge base, especially the external one, does not always have to come in the form of articles or wiki solutions. It can also appear as any content that actually provides the educational value both to your potential customers and the loyal ones. Evenyourreplies to customers’queries/feedback on social media can be the part of your knowledge base if your answers are detailed, thorough, and helpful.
Related Read: Upgrade Your Facebook Marketing Game with These Latest Techniques
Apart from being a great means of reaching out to customers and sharing the external knowledge base with them, social media can also be an awesome way of presenting the internal knowledge base (or at least the most important information in it) to the employees.
Sometimes, the conventional solutions for sharing knowledge can seem uninteresting to your employees, which means that they’ll avoid it rather than learn from it. This is precisely when you should use the social networks to create a bridge between the employees and the information they need to know.
You can use social networks to create closed and private groups of different sectors of your business and let the employees interact by asking questions, exchanging information, uploading files with the necessary information, and so on. This way, you will make them adopt the information from the knowledge base in a more interesting and definitely practical way, making them proactive and willing to learn more.
One of the best solutions when it comes to sharing a knowledge base on social media is the usage of Cloud-based knowledge base management software. This type of software has become one of the most attractive knowledge management options lately since it both positively influences the problem-solving skills and increases the amount of relevant data that employees and public process. In addition to this, it’s a time-saving solution, and it lets you organize the information in a simple, easily understandable way.
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Robin is a Technical Support Executive. He is an expert in knowledge management and various Knowledge base tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and traveling.
