Sharing employee knowledge across your organization is easier than you think.

Intranets are back with a vengeance, and we’re seeing that they’re more powerful and useful than ever – when properly optimized. They’re an integral part of an Intelligent Workplace, but your intranet can only be as intelligent as you train it to be. It needs to know what your employees know, and in order to do so, knowledge must be shared. While this might sound like a daunting task, it is easier than you think; here’s how you can share employee knowledge company-wide.

Step 1: Integrate knowledge into your employees’ workflow

Your employees can (and should) learn from each other. They are each gatekeepers to valuable information that could greatly benefit your organization if it was documented and shared. In order for your employees to share the knowledge they have and the new knowledge they gain, it is fundamental to integrate a documentation process within their flow of work. By doing so, your organization’s information will be continuously enriched and your employees will have a much easier time finding relevant information, specific to their role.

In customer service, there’s a 90/90 rule; every effort is made to document 90% of a resolution, and publish it within 90 minutes. This principle ensures that information is not lost and that it is updated regularly. It is just as valid beyond customer service, too.

With proper search and indexing technology in place, your employees can keep working on the documents in the applications they already use and store the resulting knowledge in places they are familiar with. Indexing technologies will capture the content and make it widely and securely available to the rest of your organization for re-use and knowledge sharing.

Step 2: Understand and anticipate their needs with intelligent search

An Intelligent Workplace can successfully anticipate and deliver the information your employees need. Intelligent search and predictive analytics technologies are the “insight engines” that make this possible.

Intelligent search provides a scalable and simple platform that allows you to update existing content, add new content and remove content sources from your global content pool, then dispense the information on-demand, based on what your employees need and are authorized to view, at that point in time.

Download our ebook, Guide to Building an Intelligent Workplace.

Step 3: Leverage employees’ behavioral data

One of the most valuable assets of an Intelligent Workplace, is its ability to turn predictive analytics into relevant insights. Predictive analytics collects data on user behavior, search activity, and business outcomes, such as what they searched for, which search result they clicked on (click rank) and content they used (click-through rate).

This kind of information is particularly helpful in reviewing the quality of content in your information ecosystem. With this data, you can easily identify what content is being used the most, what content is not being used at all, and what else you need to create, to meet your employees’ needs – all in real time.

Understanding your data is a critical first step towards delivering predictive insights.

The next step is to ensure that you have machine learning capabilities in place to help you make the most out of your data. Machine learning capabilities will help your search platform become intuitive, learning from the collective behaviours of your employees. It tracks how users make connections between content and concepts that suggest relevance. It recognizes patterns in user behavior, especially between employees that share similar profiles, and the positive outcomes they experienced. Positive outcomes could include activities like web conversions, cases deflected, documents, or items consumed.

Last but not least, it predicts employees’ likely intent and what they might need next. Predictive insights that consider positive outcomes is especially helpful when your employees are not sure what to look for. An Intelligent Workplace continuously learns from data collected by predictive analytics to recommend the next best result and predictive insights.

Machine learning thrives on data and pattern recognition and is an integral piece of the puzzle when effectively sharing knowledge across your organization. To learn more about the Intelligent Workplace, its machine learning capabilities and how it can help your organization share its collective knowledge, download our ebook, Guide to Building an Intelligent Workplace.

About Samantha Demers

Samantha Demers is Coveo’s Senior Content Editor, based in Montreal, Quebec. She is a passionate marketing and communications professional who has built her career in the tech industry by helping companies bring their brands to life and remain relevant in their field. Her motto; “engage like a consumer, not like a marketer” helps Coveo connect with its audience throughout their Intelligent Insights journey.

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