The first steps in the LEXICON framework focused on building strong foundations. From embedding KM into daily workflows to empowering champions, the framework now turns to visibility.
The next challenge is ensuring that key people in the firm see KM’s impact on the bottom line. eXplain the Value is about making results tangible, demonstrating how KM tools and processes contribute directly to efficiency, profitability, and client service.
Visibility is what turns KM from a background process into a strategic advantage.
The Visibility Problem
A silent success can be as dangerous as a visible failure. KM often improves efficiency quietly, reducing duplication, speeding up research, and helping teams reuse expertise. However, when those wins aren’t articulated, they fade into the background. The result? Users disengage, and budget holders question return on investment.
This isn’t new. Library and information teams have long wrestled with perception. The problem isn’t what knowledge managers do, it’s that others might not realize why it matters. People respond to outcomes, not job descriptions. The same applies to KM: lawyers, business managers and senior partners must see how it advances their goals.
Explain and Demonstrate
The key is to translate KM’s contribution into the language of business. We need to replace internal terminology with measurable impact. Instead of saying, “we improved knowledge sharing,” show how it cut research time by 40% or enabled faster client turnaround. Metrics like these don’t just inform reports, they provide substance for wider discussion and recognition.
One firm recently took this a step further by cementing its KM achievements through a dedicated knowledge-sharing event. Senior leaders, external tech experts, and business services teams came together to showcase “knowledge wins,” explore new tools, and shape a shared vision for the firm’s future KM strategy. The day closed with an informal session designed to keep the momentum going. The format worked because it turned data into dialogue, making outcomes tangible, collaborative, and memorable.
As KMWorld recently observed, proving the value of KM is about “turning invisible influence into visible outcomes.” The firms achieving this best don’t rely solely on metrics, they use them to tell stories, pairing numbers with examples that connect emotionally and commercially.
Strategies in Practice
Share visible “knowledge wins.”
Create moments of visibility. Whether through an internal showcase or conference, regular newsletter, or digital dashboard, spotlight how KM saves time and strengthens performance. A short anecdote about a team reusing research to win a pitch has more impact than a spreadsheet of statistics.
Quantify efficiency gains.
Express results in hours saved, duplication avoided, or client response times reduced. Research shows that firms linking KM outcomes directly to profitability and service quality see a measurable uplift in ROI. Numbers make advocacy credible.
Integrate KM into reporting.
Include KM metrics and examples in departmental updates or management dashboards. When knowledge indicators sit alongside financial and operational data, KM’s contribution becomes self-evident.
Tailor the message.
The “show your value” principle applies perfectly here: focus less on what KM teams do and more on why it matters to each audience. A partner cares about risk reduction; a trainee values quick answers; operations staff need time saved. Speak their language, not KM jargon.
Why it Matters
Explaining KM’s value is more than a communications exercise, it’s cultural infrastructure. Visibility builds credibility; credibility drives adoption; adoption delivers measurable impact. When end users and leaders alike recognize KM as a performance driver, the conversation shifts from cost to investment.
Firms that consistently communicate outcomes, through metrics, narratives, and leadership advocacy, create a feedback loop of engagement. People use KM because it helps them succeed, and success stories reinforce its importance. That cycle is what sustains systems long after initial rollout enthusiasm fades.
When knowledge is visibly tied to business outcomes, KM graduates from a supporting role to a strategic function. The result is greater trust, stronger collaboration, and resilience in the face of change–exactly what firms need as information ecosystems grow more complex.
What’s Next
Having embedded KM into daily workflows, empowered champions, and made value visible, the next step in the LEXICON framework is Integration—because everyone knows that multiple logins kill adoption.
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