What is a way to sustain KCS practices over time?

Measuring outcomes, not activities, is crucial for sustaining KCS practices over time as it allows organizations to assess the effectiveness and impact of their knowledge management initiatives. When the focus is on outcomes, teams can evaluate how well their knowledge solutions are meeting user needs and driving improvements in efficiency, customer satisfaction, and overall service quality.

By emphasizing outcomes, organizations can identify key performance indicators that truly reflect the success of KCS practices, such as the reduction in support volume, increased reuse of knowledge articles, and improved resolution times. This data-driven approach helps to reinforce the value of KCS, demonstrating its tangible benefits and encouraging ongoing engagement from all stakeholders.

Monitoring activities alone, such as simply tracking the number of documents created or the frequency of workshops, may give a false sense of progress without necessarily translating to meaningful results. By focusing on measurable outcomes, organizations can create a culture of continuous improvement and ensure that KCS practices remain relevant and effective over time.