什么是SaaS知识管理与文档？

SaaS 中的知识管理和文档涉及组织、存储和共享公司内部的关键信息。这有助于方便地访问信息，改善客户体验，并提高整体工作效率。

知识管理主要有四种类型；

• 显性知识

这种类型的知识很容易表达。它是您可以在手册、指南或公司规章中阅读到的信息类型。例如，关于如何使用机器的明确说明或处理客户问题的书面步骤都是显性知识的例子。

• 隐性知识

隐性知识来自经验。它是人们通过实践、观察和尝试获得的知识类型。与显性知识不同，隐性知识可能难以解释或书写下来。它更多的是关于感觉和个人知识。

• Tacit Knowledge

Tacit knowledge is personal expertise that’s hard to teach to someone else. It’s the type of knowledge people have without knowing it. Tacit knowledge includes ideas, instincts, and skills that people pick up over time from what they do and who they talk to.

• Embedded Knowledge

Embedded knowledge is knowledge that is integrated into organizational routines, processes, and products. It becomes ingrained within an organization’s culture and practices. For example, how a company handles customer complaints or makes products are both types of knowledge that are part of how the company operates.

Document management (DM) involves how a company stores and organizes documents, including invoices, contracts, and reports, to make them easier for employees to use for their work.

On the other hand, knowledge management is more comprehensive than document management. It includes organizing and sharing diverse knowledge, such as individual expertise, practical experiences, and best practices.

Implementing knowledge management involves the following steps:

• 第一步： Identifying your company’s most critical knowledge base areas. This could be things like what customers like or knowing about technical issues
• 第二步： 寻找来源：确定这些知识目前位于何处。它可能存在于人们的头脑中、文档中或外部报告中。
• 步骤 3: 识别差距：了解贵公司缺少哪些信息。也许您的团队需要学习新知识，或者您遗漏了重要数据。
• 步骤 4: 选择工具和实践：选择管理和共享知识的最佳方式。这可能意味着创建知识库、进行培训或使用协作工具。
• 步骤 5: 实施和监控：开始使用您的知识计划并观察其进展。如果需要，进行更改以确保它能帮助您的公司。

创建知识管理路线图意味着弄清楚您的组织将如何有效地收集、整理和使用信息。以下是一些逐步操作的简单指南：

第一步：定义目标： 

考虑您希望通过知识管理实现什么目标。 这可能意味着做出不同的选择或产生新的想法。

第二步：收集意见 

与关心知识管理的人员交谈，了解他们的需求和面临的问题。您可以通过调查或访谈向他们提问。

Step 4: Develop Strategies

Determine how you’ll reach your goals. This could involve using new tools or methods, training, dedicated communities, or encouraging everyone to share their knowledge.

Step 5: Allocate Resources

Decide what you’ll need: money, people, and technology to make your plan happen. 

Step 6: Implement 

通过投资专门的知识管理系统来实施您的战略。这可能意味着培训您的团队、启动新系统或改变现在的做事方式。