Information management is an umbrella term that summarizes the procedures and technological tools used to organize, secure and access a company’s data – regardless of its format (digital documents, paper documents and audio files) and video, etc.).
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Knowledge management, on the other hand, aims to impart knowledge and understanding of various topics.
Here are some key elements of any approach.
Information consists of raw data that a user has entered into a system, processed and placed in context. For example, a trade can enter dates, names, phone numbers, addresses, and invoice numbers into a computer and output them as a table listing customer purchases for the month of September. . Now that this data has a context – monthly purchases – it is “information” rather than “data”.
Companies then have to manage this information – the monthly invoice sheet – using a content management system (or ECM for Enterprise Content Management) such as Nuxeo, Box, SharePoint, OpenText or Alfresco. or a document management system such as French Oodrive, OneDrive, Dropbox or Google Drive (or an FTP server).
To find this information, documents need to be tagged with metadata and keywords that identify exactly what is in the file. For example, if a company stores its monthly invoice table in ECM, the metadata might include “Invoice”, “September Invoice”, and “Customer Purchases”.
Another facet of information management is that it needs to be shared. But not all information should be available to everyone. An ECM system therefore offers functions for security and control of user access rights and thus enables predefined persons to access certain files and not others.
By inserting information into an ECM or document management system, companies can search for and access this information at any time.
When information is structured to better understand a topic, it becomes knowledge or knowledge. This knowledge helps employees in their work and often makes them more efficient. They can also benefit customers.
Knowledge management involves collecting, organizing and sharing knowledge. This knowledge can be in the form of documents, videos, and other resources designed for training on a specific topic (FAQ, etc.).
A knowledge base is therefore a kind of content management system that allows access to short content that is easier to process than the information that is generally contained in ECMs.
Knowledge bases for customers or the public in general provide answers to questions such as:
How can I reset my password? What are your opening times? What’s your price list? How can I contact your employees?
Employee knowledge bases often go further. Employees can find training documents, resources about operational processes, devices in use, and instructions agents can use to respond to customers who have problems with products and services. of companies.
There are many software solutions that companies can use to create knowledge bases, such as: B. Zendesk or Salesforce CRM. Many organizations also use a CMS like WordPress.