Opensource Knowledge Management Tools

Answers

• Wendy Fowler Posted at 3:33PM on Jul 15, 2010

  Josh: While I am unaware of any open source search engine or KM solution, I do have a recommendation. You said you have no KM tool and no documented processes and are looking for a low-cost or free KM tool. You are starting your focus on the wrong portion of your problem. Companies that implement KM tools consistently fail. Tools are meant to enable a process. Your starting point is to learn about best practices in Knowledge Management from a process perspective. Then you may be able to adapt the tools you have to enable the process or you may need to find a new tool depending on the capabilities of your existing toolset. Here is the insight: 1. Learn more about the Knowledge-Centered Support (KCS) methodology. This is a set of best practices for knowledge management focused on the support center. It has been adopted by major companies including Microsoft, Novell, HP, and Oracle. 2. Assess your current environment compared to the best practices to create a gap analysis. 3. Determine what changes can be implemented to improve service using your existing tool set. 4. Develop a business case for investing in a new tool set. Organizations that do not have budget, normally have not developed a business case for senior management that includes a vision for the call center, the return on investment, and the benefits for each of the stakeholders. 5. Begin your search for a technology that will enable the process and close the gap. Knowledge management is a process, enabled with technology, that increases the efficiency and effectiveness of the call center. You will be able to justify the investment once you learn more about best practices in knowledge management. Hope this helps! Wendy Fowler, Senior Consultant ICMI