Knowledge bases and organizational learning are relatively new concepts for businesses and organizations; while these areas do not solely belong to information technologies, IT provides the tools and infrastructure needed to foster these activities. Developing a knowledge base within an organization can vary from data collection of ticketing complaints to information gathered through IT assessments, surveys, and a host of other organizational activities. Almost every organization has a significant amount of data whether it realizes it or not. The key is to capture, organize, and catalog this data so that it becomes a useful tool for the organization. IT systems are the means by which this can be accomplished.
Organizational learning on the other hand has to do with processes and procedures in place that allow more-effective and more-efficient operations.
A monitoring procedure for the implementation of project plans is an example of such a process. As the organization understands how these processes can be streamlined and made more effective, learning occurs. The same learned concepts can then be applied to other processes in the organization when
applicable. IT systems can provide the means by which such learning is recorded and cataloged. When a new procedure or process needs to be developed, retrieving data from other processes in place can offer the most effective solutions.
Information technologies can facilitate organizational knowledge and learning simply by creating methods by which information is systematically collected and stored. Systems that are able to tag and catalog data make retrieval simple and efficient. Imagine that a marketing department plans to
launch a campaign to promote a new product. While market research and consumer demographics provide a great deal of information about a particular consumer group, an abundance of information is also available internally about past customers and performance of past marketing campaigns. If a knowledge base is readily accessible, a better marketing strategy can be developed. This saves a great deal of time in information gathering and raises the chances of an effective campaign.
Examples of how knowledge bases can assist in IT troubleshooting can be with ticketing and logging systems. However, IT processes can be used to gather
and organize any data that an organization wishes to capture. This investment in data management will pay significant dividends in the long term as less energy will be spent in information search and application. Creating a knowledge base and promoting organizational learning is simply another way to get the most out of an IT system.
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