Liz Herman - Senior Manager of Knowledge, Content, Training at Accenture Federal Services
Knowledge Cast by Enterprise Knowledge
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Navigating Knowledge Management in Federal Agencies
This chapter delves into the crucial role of knowledge management in enhancing customer service within federal agencies, addressing employee concerns about sharing tacit knowledge. It emphasizes the need for long-term strategies, transparency, and trust in implementing KM initiatives while acknowledging the challenges of initiative fatigue and skepticism from past failures. The discussion also highlights the importance of stakeholder engagement, small wins, and maintaining a people-focused approach in knowledge management.
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