Consona Report Explores How to Revive Knowledge Management

Consona Corporation (News - Alert), a reputed provider of customer relationship management and enterprise resource planning software and services, has co-authored with the Technology Services Industry Association (TSIA) and released a report entitled "Ongoing Maintenance Required for Effective Knowledge Management.”

Written by John Ragsdale, vice president of technology research, TSIA, and Keith Holt, senior solutions engineer, Consona, the paper examines the tools that are deployed for the success of knowledge management (KM) implementation.

The report is part of TSIA’s Executive Insight series and highlights the reasons why companies, which initially embraced the dynamism of knowledge management, later tended to de-emphasize it. It also offers suggestions as to how to implement knowledge management as an ongoing process.

According to the paper, knowledge management projects are sustained largely because of the novelty that new processes bring in their wake. Once the initial enthusiasm wanes, knowledge management takes a back seat and resources are moved to other projects.

As a result, no new content is created and knowledge management is looked upon more as an obstacle rather than something that is beneficial. In the process, customer satisfaction is compromised and the overall impact is felt throughout the company.

A Member Technology survey conducted by TSIA appears to confirm this, for it revealed that member satisfaction ratings for knowledge management tools have declined.

In a press release, Tim Hines, vice president of product management, Consona said that the KM “Launch and Leave” trend was very disconcerting but strongly believes that the trend can be reversed with long-term dedicated resources, strong support from the employee, and vigorous campaigns advocating the adoption of knowledge management.

Hines further added, "Once customer support organizations have addressed these points, their KM initiative will be recharged, and they will begin to see ROI on their knowledge management technology investment once again."