In the knowledge management world, demand for library services are not always directly observable. It’s worth emphasizing that digital collections are revealed through the use of communications and technology not on their own. This lack of a predictable user experience is a struggle many libraries confront of a daily basis. What about in the corporate world? Are they experiencing the same type of disconnection between the research product and the availability of that collaborative / sharing database product?
No matter how much excellent work the project team may be doing today – tomorrow their work will be left unorganized. It is up to knowledge management professionals to educate their users and raise the profile of digital collections (marketing or business related). It is time for the project team to build in a collaborative library services that can be used as a repository of working knowledge.
The structure of library communications can be modeled after our five modes of learning – reflective (self guides), collaborative (webinars), presentation (workshops), social (games) and touchpoint (service questions) to be modeled.
Our knowledge management research team offers capabilities and institutional knowledge to help institutions develop their physical or virtual the service point, repository and collaborative work areas. We use communication strategies to build on the clients vision, creating an opportunity for the library user to explore and share. We build knowledge service priorities – capabilities to develop the library service plan.
We use user experience stories, surveys and space planning diagrams to understand the knowledge management interactions and user needs. We develop libraries with the behavioral workflow patterns in mind. Below is an outline of our work.