A Study About “Knowledge Management”

Chitra J


Knowledge management is not one single discipline. Rather, it an integration of numerous endeavours and fields of study. This paper provides a framework for characterizing the various tools (methods, practices and technologies) available to knowledge management practitioners. It provides a high-level overview of a number of key terms and concepts, describes the framework, provides examples of how to use it, and explores a variety of potential application areas. The most effective knowledge management systems are able to access information from multiple documents and databases, capture it in a centralized knowledgebase, and continually improve it for on-going use by individuals seeking answers. Typically, these individuals comprise the support agents in customer support environments, as well as the customers, employees, partners, and/or vendors they serve. This paper draws on our decade of implementing knowledge management systems for support organizations large and small to discuss the six best practices to success.


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