How Did You Get Into Knowledge Management?

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When i was a student, i worked out a very small company in their operations team. And being in a small organization, as you're scaling, you get to wear so many different hats. So i just took advantage of all those learning unities. When we hired a new v p of operations, he said to me, oh, what you do is knowledge management. I thought i'd never heard of this term before. But then that led to training the new people that we hired, and it led to building out quality assurance and process improvement. That's where things started to aline. And i realize, igo, this is my thing, and i'm going to pursue this

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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