A look at why Knowledge Management Inititiatives Fail, and some ideas for how to fix them, starting - or restarting - at the beginning.

1. Would Einstein Call You Insane?
Break the KM Failure Cycle
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2. Today’s Presenters:
John Ragsdale
VP, Technology and
Social Research
TSIA
Diane Berry
Chief Knowledge Evangelist
Coveo

3. Would Einstein Call You Insane?
Break the KM Failure Cycle
John Ragsdale
VP Technology and Social Research
TSIA

4. Why Do KM Initiatives Fail?
4
Project loses focus, leadership,
and/or funding
Knowledgebase content
not maintained
Hard coded and/or outdated
taxonomies
Myopic view of useful or valuable
content
No processes to address content
gaps
Must be a part of corporate culture
and budget
Analytic approach to identifying
unused/outdated content
Auto-generated taxonomies that
adapt with content
Unified/intelligent search across the
enterprise
Enable expertise management and
collaboration
@coveo

5. KM Implementations are Mature, But
Not Delivering Value
23%
13%
5%
4%
5%
13%
67%
70%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Customer Facing KB
Employee Facing KB
How long have you had your KM implementation?
1 Year 2 Years 3 Years 4 Years or More
0%
0%
16%
18%
12%
27%
33%
25%
40%
30%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Customer Facing KB
Employee Facing KB
How do you rate your current KM implementation?
Awesome Very good Good Needs some work Needs a lot of work
5
Source: TSIA 2013 Knowledge Management Survey
@coveo

6. Even Most Successful KM Programs
Have Knowledge Gaps
23%
15%
23%
10%
18%
10%
How many days does it take to publish a new
knowledge article?
1 Day 2-3 Days 4-7 Days 8-14 Days 15-30 Days >30 Days
• Hit Rate
– Percent of support issues
resolved by existing
content in the
knowledgebase
• Industry Average Hit
Rate: 43%
– Minimum 5%
– Maximum 80%
6
Source: TSIA 2013 Knowledge Management Survey
@coveo

7. Most Used Resources to Solve Support
Incidents
7
1.4
1.6
2.0
2.1
2.4
2.7
2.8
2.9
3.3
0
0.5
1
1.5
2
2.5
3
3.5
Customer Log Files Customer Configuration
Info
Forums Knowledgebase Documentation Incident History System Diagnostics Bug/Enhancement DB Web Content
1 = "Most Frequently Used“, 5 ="Never Used”
Source: TSIA Support Services Benchmark
@coveo

8. Satisfaction, Adoption and Planned
Spending: KM and Intelligent Search
3.2
3.3
3.4
3.6
4.3
-
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
4.5
5.0
2011 2012 2013 2014 Benchmark
Average
Satisfaction with KM Tools
5=Extremely Satisfied
85%
69%
46%
50%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
2014 Adoption 2014-2015 Planned Spending
Adoption and Planned Spending
Knowledge Management Intelligent Search
8
Source: TSIA 2014 Global Technology Survey
@coveo

9. Would Einstein Call You Insane?
Break the KM Failure Cycle
Diane Berry
Chief Knowledge Evangelist
Coveo

33. Thank You. Questions?