Posted: 01 Jun. 2021 5 min. read

Enabling learning with a knowledge management process

Summary of: Leveraging Knowledge Management to Support Learning in the Flow of Work

By enabling the smooth and multi-directional flow of organizational knowledge, high-performing organizations provide their workforce with a learning experience that is aligned to today’s continuously disrupted environment. Those organizations leverage strategic knowledge management practices to enable their workers to learn in the flow of their work.

In “Leveraging Knowledge Management to Support Learning in the Flow of Work” from Deloitte’s Human Capital Research & Sensing, we explore ways in which leveraging knowledge management can support learning in the flow of work1. The approach to connecting knowledge management with learning on the job is based on four leading practices for embedding learning into the flow of work2:

  • Anticipate workers’ needs by understanding the work and how it gets done
  • Accelerate learning opportunities by placing meaningful tools and information in the flow of work
  • Augment worker performance with actionable and relevant data
  • Recognize, encourage, and leverage learning in the flow of work to empower and reward workers

According to the approach, combining these leading practices with knowledge management practices will allow organizations to:3

Identify knowledge gaps among workers and understand workers’ daily experiences, by developing job personas or profiles that describe the daily tasks and the functional and organizational knowledge associated with each role. This is especially helpful in customer contact centers that frequently experience higher employee turnover.

Deliver the right content at the right time and make it accessible from the right places, moving learning from the traditional classroom environment to the work environment. This creates opportunities to introduce advanced digital learning tools and learning experience platforms that share the collective intelligence of the organization.

Create, understand, and act on data-driven insights effectively by leveraging AI-driven technologies to personalize the connection of content to people and vice versa.

Foster a knowledge-sharing organization and support learning in the flow of work by prioritizing rewards and recognition for knowledge sharing and creating mechanisms to attribute knowledge contributions that others in the organization leverage and benefit from.

Connecting knowledge management with learning in the flow of work builds individual and team knowledge without interrupting daily workstreams. This not only makes it easier to curate knowledge closer to the point of creation/action but increases worker performance and productivity and keeping collective intelligence and L&D in-house, where they can be of greatest service to both the organization and the workers. “This is a major step in converting implied informal knowledge into explicit formal knowledge and allowing for seamless knowledge accumulation”, the authors conclude.

Article summarized by:

Jill T. Perkins – Senior Consultant, Deloitte Consulting LLP

Stav Agmon – Senior Consultant at Deloitte Knowledge Management Center of Excellence

Endnotes

1 Leveraging Knowledge Management to Support Learning in the Flow of Work, Deloitte Consulting LLP / Julie Hiipakka and Yonit Volyvovitch, 2021.

2 Four Practices to Embed Learning in the Flow of Work, Deloitte Consulting LLP / Julie Hiipakka and Chelsey Taylor, 2019.

3 Leveraging Knowledge Management to Support Learning in the Flow of Work, Deloitte Consulting LLP / Julie Hiipakka and Chelsey Taylor, 2019.