With so much technical jargon used across the knowledge management and customer service sectors it can be challenging to keep up! By consolidating key words, phrases and acronyms into one central location, this glossary will help you cut through the complexity to fully understand the ins and outs of these key industries.

Content Mapping

Knowledge is a vital asset to any organization. However, simply having knowledge will not unlock its power. Your organization must manage and utilize it in an appropriate and advantageous way. This is the difference between a mediocre business and a highly competitive organization.

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Knowledge-Based System

A knowledge-based system (KBS) is a program that captures and uses knowledge from a variety of sources. A KBS assists with solving problems, particularly complex issues, by artificial intelligence. These systems are primarily used to support human decision making, learning, and other activities.

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Knowledge Map

A knowledge map is a tool for identifying and organizing the knowledge that exists in your organization. Knowledge map software is a powerful way to inventory your organization’s critical knowledge while identifying knowledge gaps and other areas of weakness.

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Tacit Knowledge Management

Tacit knowledge refers to the vast, unspoken, unwritten warehouse of knowledge that each person holds, which is based upon observations, emotions, experiences, intuition, insights, and internal information.

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Knowledge Management Strategy

You strive to keep your team focused on the key objectives in a fast-paced marketplace. You need to continually hone your competitive edge and stay not just one step, but two steps ahead of your industry rivals. How do you do this? What discipline can you rely upon to keep your team aligned with your short- and long-term goals? A well-designed knowledge management strategy is the foundation you need for your business and team to flourish.

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Learning Organization

The concept of learning organization describes an organization that continually fosters an ideal learning environment. The environment is aligned with the organization’s objectives. Peter Senge popularized this concept as a place that enables workers to expand their abilities to achieve the results they desire.

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