Using Usability to Direct KM Systems - Page 2

Printer Friendly Version

Applying knowledge management

The Knowledge Management Framework identifies many critical areas that need to be adequately addressed in a KM project. These include:

• analysis & planning
• knowledge sharing, acquisition and creation
• knowledge culture
• technology
• sustaining systems

While this provides a checklist for a KM project manager, it does not help to address questions such as:

• What are the problems with our current systems?
• What current issues cause the greatest loss of staff efficiency?
• What should the next KM project focus on?
• What practical activities will ensure the success of a KM project?
• How do I meet both business goals and user needs in a KM project?
• How do I ensure that the new KM system will be used by staff?

Many KM approaches allow the high-level strategy to be identified, along with the goals to be met. Often, though, little guidance is provided regarding the concrete steps that need to be taken to achieve these goals.

User-centred design identifies the relationships between users, actions and information

KM and usability

Usability and user-centred design provide a 'toolbox' of methods and approaches for ensuring IT projects meet their strategic goals.

With the focus squarely on the user, they prevent the project from getting snared in IT problems and solutions. In this way, the cultural and business issues are naturally drawn into project activities.

Knowledge management is often strategic, while usability is always practical

Valuable usability tools for KM

This section outlines some of the processes and tools from usability that are of value to KM projects. Spend some time reading up on usability yourself, to discover other useful approaches.

User-centred design

The process of user-centred design involves users from the very beginning of a project. This approach ensures that the real-world needs of users are met by KM projects.

The user focus of this approach naturally raises the 'human' aspects of any KM project, including cultural change and business processes.

Usability testing

Testing current systems will quickly identify key areas that need to be addressed by KM projects.

All new KM systems will need to be usability tested, to ensure they meet business and user goals.

Observation

One of the simplest and most effective forms of usability testing is to conduct 'in the field' observations. This involves quietly watching users conduct their everyday activities.

Spending a day in the field will, without doubt, identify several major KM problems that need to be solved.

Information architecture

Use information architecture processes to determine useful structure and navigation for information presented by KM systems. Continued on Page 3

Go to page: 1  2  3