The LEXICON Framework Part 4: Integrate with Existing Systems

This is my fourth post in a seven-part series based on the compelling LEXICON Knowledge Management (KM) framework created by legal KM specialist Clare Bilobrk. LEXICON is an acronym for: 

• Link KM to daily workflows 
• Empower champions 
• eXplain the value 
• Integrate with existing systems 
• Cultivate a knowledge-sharing culture 
• Optimize for ease of use 
• Nurture feedback loops 

In this post, we’re taking a closer look at Clare’s fourth point: 

Integrate with existing systems – Embed KM tools within familiar platforms, minimizing the need for multiple logins or disruptive context-switching. 

Why Integration Matters for KM

With proper integration, KM systems (such as Presto) can be embedded into existing workflows to ensure knowledge is accessible where people already work. 

In my experience, achieving this means knowledge managers should seek out business units, functions, and departments not yet using KM tools but likely to benefit. Then, propose, pilot, and implement such tools for them. 

For example, in the marketing function, integrate blogging into their communications processes. For the IT help desk, integrate threaded discussions into their support processes. In the Human Resources (HR) function, integrate skills profiling and expertise location with the personnel database. In Learning & Development (L&D), integrate proven practices and lessons learned into the Learning Management System (LMS). 

Business Systems and KM Components

Here are examples of business systems and the KM components that can be used to integrate processes within those systems. Links to details about each of the KM components are available in the appendix. 

Sales and Marketing

• Business: Customer Relationship Management (CRM), Sales Management, Marketing Management, Lead Generation and Tracking, Order Processing and eCommerce, Reservation Management 
• KM: Workflow, process automation, analytics and business intelligence, artificial intelligence, blogs, podcasts and videos, portals, repositories, wikis, syndication and aggregation, content management 

Operations

• Business: Enterprise Resource Planning (ERP), Operations Support, Engineering, Manufacturing, Distribution, Logistics, Inventory and Stock Control, Scheduling, Process Control, Procurement 
• KM: Workflow, process automation, portals, analytics and business intelligence, artificial intelligence, portals, repositories, wikis 

Research & Development (R&D) and Medical

• Business: Research Management, Laboratory Information Management System (LIMS), Scientific Information Management, Intellectual Property Management, Clinical Information System (CIS), Hospital Information System (HIS), Electronic Medical Record (EMR), Electronic Health Record (EHR), Drug Information System (DIS) 
• KM: Creation, workflow, process automation, analytics and business intelligence, artificial intelligence, portals, repositories, wikis 

Finance

• Business: Accounts Payable, Accounts Receivable, General Ledger, Budgeting and Planning, Forecasting and Reporting, Expense Management, Funds Transfer, Investment and Portfolio Management, Shareholder and SEC, Tax Processing 
• KM: Workflow, process automation, analytics and business intelligence, artificial intelligence, valuation, portals, repositories, wikis 

Human Resources

• Business: Human Capital Management (HCM), Talent Management, Recruiting and Hiring, Personnel Data, Payroll, Staffing, Performance Management, Time Entry, Expense Reporting, Travel, Learning, Learning Management System (LMS) 
• KM: Workflow, process automation, analytics and business intelligence, artificial intelligence, portals, repositories, wikis, E-learning 

Leadership and Management 

• Business: Executive Information System (EIS), Management Information System (MIS), Decision Support System (DSS) 
• KM: Proven practices, analytics and business intelligence, artificial intelligence, portals, repositories, wikis 

Program Management

• Business: Portfolio Management, Project Management, Project Team Collaboration 
• KM: Capture, reuse, lessons learned, proven practices, collaboration, team spaces, web conferencing, portals, repositories, wikis 

Partnering with IT for Seamless Integration

Work with your partners in the IT department to make KM tools work effectively with standard platforms. This allows KM systems to take advantage of functionality available outside those systems, and for standard platforms to provide data to and obtain data from KM systems. 

Integrate knowledge management with widely used business platforms. Feed data into these systems, extract data from them and feed it into KM systems, connect workflows, and enable enterprise search to find content. Here are examples of popular platforms to consider. 

• Customer Relationship Management (CRM): Salesforce Sales Cloud, Oracle CRM, Microsoft Dynamics 365 
• Enterprise Resource Planning (ERP): SAP, Oracle NetSuite, Microsoft Dynamics 365 
• Human Capital Management (HCM): SAP SuccessFactors, Workday, Oracle PeopleSoft 

The major technology platforms provide multiple opportunities for integration. Take advantage of their capabilities for knowledge management, office automation, artificial intelligence, and collaboration. Here are examples for two of the most popular platforms. 

• Google: Gemini, Search, Docs, Drive, G Suite, Meet, Chat 
• Microsoft: Copilot, Microsoft 365, Outlook, OneNote, Teams, SharePoint, Engage, OneDrive 

If it is not integrated with an organization’s infrastructure and workflows, a KM system will never reach its full potential, no matter what features and functions it offers. Knowledge management tools should integrate with existing systems and applications, leverage existing assets (including people and repositories), and work seamlessly with the current IT infrastructure. 

Appendix: Details on KM Components