The Importance of Content in KM

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Justin: I think a lot of times people get very excited about talking about the KM benefits. But where KM really needs to go are the business outcomes, that being client satisfaction. If you communicate well and demonstrate your expertise, if you serve your client flawlessly, then you're going to keep that client. Justin: There is a direct line between good KM within an organization and happy clients who will recommend you to others.

Enterprise Knowledge CEO Zach Wahl speaks with Katie Stone, Director of Knowledge Management at Berry Appleman & Leiden LLP (BAL). BAL is a global firm singularly focused on meeting the immigration challenges of corporate clients around the world. The BAL Knowledge Management team researches, creates, and maintains this content and these process work flows in our proprietary legal database and utilizes first-to-market technologies such as AI and RPA to enhance the user experience.

In their conversation, Zach and Katie discusses how BAL handles Knowledge Management. They also talk about the importance of networking, attending conferences, and becoming a speaker for those looking to grow in the field of KM. Katie suggests that individuals should develop a clear and concise elevator pitch to explain what knowledge management means to them and how it adds value to their organization. She also emphasizes the importance of documenting everything that the KM team does and using metrics to demonstrate its value to stakeholders within the organization.

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