Research Report

The State of Knowledge Management: 2018

This report is for Support Services members only

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TSIA’s 6th annual knowledge management survey is complete. In addition to tracking information regarding knowledge sharing culture, search strategy, self-service capabilities, and how knowledge programs are staffed and managed, this year’s survey introduced new questions targeting professional services to reflect the trend of knowledge management (KM) best practices expanding across the enterprise.

Also added for 2018 were questions regarding customer self-service click streams, i.e., average browsing time, average number of page views per session, and average number of searches executed per session.
TSIA has found over the years that the single biggest determinant of knowledge management success is having a culture that encourages and rewards knowledge sharing. Unfortunately, the average culture score dropped significantly this year, indicating executives are not taking the lead in encouraging and rewarding knowledge sharing and collaboration.

This paper highlights this information, as well as sharing six ways to dramatically improve self-service using survey data to illustrate pacesetter practices. Companies must continue to invest in the people, process, and technology of knowledge management, and replicate successful programs across the enterprise.


Authored By:

John Ragsdale

Distinguished Vice President, Service Technology Research, TSIA

Publish Date: October 15, 2018


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