Knowledge Cast by Enterprise Knowledge
Liz Herman - Senior Manager of Knowledge, Content, Training at Accenture Federal Services
May 18, 2022
Liz Herman, Senior Manager of Knowledge, Content, and Training at Accenture Federal Services, brings her PhD expertise in knowledge management to the forefront. She discusses the evolving landscape of knowledge management and its impact on enhancing customer experience in the federal government. Key insights include the balance between technology and human engagement, the importance of effective listening, and transformative shifts in veteran healthcare service delivery. Liz emphasizes strategies for improving self-service capabilities and fostering a culture of knowledge sharing.
37:26
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Quick takeaways
- Effective knowledge management combines technology, culture, and people to enhance organizational performance and customer experience.
- Improving self-service options in government contracts demonstrates how knowledge management can alleviate support burdens and enhance user satisfaction.
Deep dives
Defining Knowledge Management
Knowledge management (KM) encompasses strategies and processes designed to identify, capture, structure, value, leverage, and share intellectual assets within organizations to enhance performance and competitiveness. Its definition has evolved to include not only technical processes but also the essential roles of people, culture, and technology in effective knowledge management. The inclusion of culture emphasizes the need to capture, share, and manage information in a way that aligns with an organization’s values, thus providing a holistic view of KM. This broader definition allows organizations to better assess the business value of their KM efforts, especially regarding how these efforts contribute to improved performance metrics.
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