Knowledge Cast by Enterprise Knowledge Lynda King - Director Knowledge Management at ServiceNow
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Sep 15, 2020 Lynda King, Director of Knowledge Management at ServiceNow, brings over 20 years of expertise in enhancing global support operations. She delves into the vital role of knowledge management in transforming businesses and shares her journey in adapting to technological advancements. Lynda emphasizes motivating team members for knowledge sharing and simplifying documentation processes through automation. She also discusses the integration of knowledge management into daily operations at ServiceNow, fostering better communication and customer trust.
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Accidental KM Beginnings
- Lynda King's KM journey began accidentally in the mid-90s while leading a global tech support organization.
- Before Google existed, they used bulletin board systems for customer information, which were considered knowledge bases.
Motivating Knowledge Sharing
- Understand the "why" behind knowledge sharing to motivate content creation.
- In HR, teams are naturally incentivized to share information with employees, making knowledge management adoption easier.
Simplifying Knowledge Capture
- Alleviate writing fears by setting realistic expectations, like simple case notes.
- Automate knowledge article creation from existing case notes for efficiency.