What are the challenges of selling software for knowledge management?
I am writing this because I was recently asked by a KM technology vendor how they could be more successful with their platform and I thought the response would make a good, quick blog post.
My answer was that it is difficult to sell knowledge management technology because the platform, unlike other technology platforms, has to appeal to users so it has to be well organized and designed and consider functionality and usability issues; and it has to appeal to IT departments, so integration with other applications, cost, installation, support, and maintenance are prime considerations.
Why do I say that unlike other platforms it has to appeal to users and IT? Because unlike other platforms people will generally find a way around using KM technology if they can–they’ll use email, or shared drives, or just won’t share their knowledge and expertise. If it’s an accounting system, they have to use it, if it’s a time tracking system they have to use it, so bad user interface designs and functionality survive because users have to use those systems to get their jobs done. All too often KM is viewed as a “nice to have” not a “must have” and the challenges of picking the best technology to support it are ignored, in favour of “this one’s cheaper” or “this is from a vendor we already have a relationship with” or some other such cop-out.
So what do you do in this situation? Customize the pitch depending on who you’re talking to.