What You Can Do With Your Knowledge Management System?

Most knowledge management systems, including ours, have ways to categorize and tag things. What you can do with that that labeling is really kind of up to you. You also may use something to send an SMS, to send an email, even if you're over the phone. This content isn't suitable for a voice only channel. So how can we make sure that the end user can still get that content in a digestible way without giving them too much of a headache?