As KM practitioners, we’ve all heard users tell us, time and again, that the “old” way of doing something was better, and that our new tools take more time, have a steep learning curve, and do stuff that they don’t even want or need. Then, passive resistance starts. Nobody uses your solution(s), and it’s really difficult to get a do-over.
It’s easy to agree that we should embrace “applied technology,” and that software should be first and foremost, practical. But let’s not simply define what’s practical by whether it solves one problem, such as streamlining content classification. Rather, useful knowledge management tools must solve two problems: it must enable the user to do the task at hand, and it has to make their work easier than it was before.
User Testing: Increasing Knowledge Management Tools User Adoption
It’s true that what works beautifully in theory may well not work in practice. That’s why it’s important to develop or customize/configure KM tools based on:
- lots of user input
- beta testing
- observing people as they use the prototype (or Version 1)
By the way, building or buying an application that enables people to do something they could never do before isn’t necessarily solving a problem—because they might have no need to do whatever it is, nor any interest. Yes, it may be cool, but it’s not a tool.
Team Alignment Helps with User Adoption
To deliver a true KM tool based on an applied technology approach, you first need to achieve alignment:
- Stakeholders must agree that there is a problem to be solved
- Stakeholders must agree on exactly what the problem is
- Your KM solution has to make everyone’s work easier while solving the problem
Of course, sometimes even the most straightforward tools don’t have a chance. We once helped a user who had forgotten her password for the 100th time—and was trying to log in to a company resource using her personal email address. Single sign on (SSO) to the rescue?
Best practices for KM helping users easily find the right content, spend less time searching, more time doing, efficient access and discovery methods.
The user interface is the knowledge management system point of entry providing navigation, search, communications, an index, a knowledge map, and links.
Best KM search engines enable searching for sites, documents, files, lists, content, and answers to questions, plus ability to search on text or metadata
Knowledge managers use taxonomy, folksonomy, metadata and tags to classify content so it’s easily discoverable through navigation, search and links.