The Road Map for Knowledge Management at Shopafi

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How do you insure or test that the right people are finding it and able to act upon it? I'm glad you ask that, cet. That's an important part of the process. One of the first things we did was a line o information architecture,. We mirrored that with how our calls were coming in and being tagged by our support advisers. And so we leveraged both the tagging within the system as well as our help centre system to have the same information architecture. So that way, that also helped us measure how many contexts are coming in, what analytics are we seeing on the page.

In this episode, EK CEO Zach Wahl speaks with Dana Tessier, Director of Knowledge Management at Shopify. Dana has been at Shopify for over 6 years and has built a Knowledge Management department of over 100 team members that delivers services to Support, Sales, IT, HR, and other teams across the globe. Her work on improving the internal transfer of knowledge in organizations has led her to oversee the design and implementation of external-facing customer self-service strategies to improve customer experience, reduce support costs, and create an engaging digital experience.

Dana has also recently released a book, Handbook of Research on Organizational Culture Strategies for Effective Knowledge Management and Performance, which defines the relationship between organizational culture and knowledge management and how they impact one another.

As a special bonus, Knowledge Cast listeners can use the code "IGI50" to receive a 50% discount on the book.

Note: The views expressed by guests are their own, and do not necessarily reflect the views of their organization.

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