Pre-Pendemic - What Lessons Did You Apply?

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When we began our first initial pass acknowledge management pre pendemic for the support team, there was a lot of content everywhere. So it was all tgetting that content up to date and making sure people knew it was up to date so that they could trust it. People often look at tools as this shiny bullet. And i firmly don't agree with that. I think that the content is what really matters. It gives em the information they need to do their jobs. And and you can use the technology to enhance that process.

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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