Knowledge management and records management are two related concepts that are very closely related. Knowledge management refers to process of collecting, sorting, storing, sharing and applying knowledge resources within and outside an organization in order to improve organization's productivity and innovative capacity. Document management refers to process of collecting, sorting, storing, sharing and applying document resources within and outside organization in order to improve efficiency and informatization of organization. This article will look at relationship between knowledge management and document management, and how they can be put into practice to improve productivity and efficiency of an organization.

1. Relationship between knowledge management and records management

Knowledge management and records management are inextricably linked. Documents are an important carrier of an organization's internal and external knowledge and foundation of knowledge management. Knowledge management, on other hand, is process of classifying, organizing, storing, and sharing document resources to improve organizational efficiency and innovation. Therefore, goal of knowledge management can only be achieved through full use of document resources.

In particular, relationship between knowledge management and records management is manifested in following aspects:

1. Knowledge Management Requires Basic Document Management

Knowledge management is necessary for collection, organization, storage, exchange and application of knowledge resources within and outside organization, and documents are important carriers of internal and external knowledge. Only on basis of full use of document resources can goal of knowledge management be realized.

2. Document management is foundation of knowledge management

Documents management is process of collecting, organizing, storing, sharing, and applying document resources within and outside an organization, and these document resources are foundation of knowledge management. Only by classifying, sorting, storing and sharing document resources can goal of knowledge management be achieved.

3. Knowledge management needs document management support

Knowledge management is necessary for collection, organization, storage, sharing and application of knowledge resources within and outside organization, and records management can provide this support. With a document management system, document resources can be conveniently managed, and documents can be classified, sorted, stored, and shared, thereby supporting implementation of knowledge management.

Secondly, practice of knowledge and document management.

In practice, it is necessary to understand both knowledge management and document management. We need to pay attention to both document management and knowledge management. In particular, following measures may be taken:

1. Create a document management system

The creation of a document management system is basis for implementation of knowledge management and document management. The document management system can conveniently manage document resources, classify, sort, store, and share documents, and thus support knowledge management implementation.

2. Develop document management specifications

Forming document management specifications is key to implementing document management. Document management policies should include document naming conventions, retention policies, classification policies, sharing policies, etc. to ensure efficient use of document resources.

3. Conduct knowledge management training

Knowledge management training is key to implementing knowledge management. Through development of knowledge management training, awareness and ability of employees to manage knowledge can be increased in order to better implement knowledge management.

4. Create a knowledge base

Introducing knowledge building is key to implementing knowledge management. A knowledge base is a platform for collecting, sorting, storing, sharing, and applying knowledge resources within and outside an organization that makes it easy to manage and share knowledge resources, and improve organizational productivity and innovation.

5. Conduct knowledge sharing events

The implementation of knowledge sharing activities is key to implementing knowledge management. By carrying out knowledge sharing activities, knowledge sharing and sharing can be promoted, and innovation capacity can be improved.and organizational performance.

3. Recommended knowledge and document management tools Benefits of an online knowledge base/help center

1. Improving Customer Service Efficiency An online knowledge base/help center can help businesses better manage and organize customer service information, thereby improving customer service efficiency. Customers can quickly find information they need through a search engine, avoiding tedious communication via email and phone. At same time, enterprises can better understand customer needs through question bank and feedback system, solve customer problems in a timely manner, and improve customer satisfaction.

2. Improve your customer experience An online knowledge base/help center can help companies improve their customer experience. The knowledge base and document base can help enterprises better organize and manage product information and technical materials, thus enhancing professionalism and reliability of customer service. At same time, question bank and feedback system can help companies understand customer feedback and opinions in a timely manner, so as to adjust products and services in time, and improve customer satisfaction.

3. Improve corporate image and brand value An online knowledge base/help center can improve corporate image and brand value. Customers can quickly find information they need in online Knowledge Base/Help Center, avoiding tedious email and phone communication. At same time, online knowledge base/help center can help companies better understand customer needs and feedback to adjust products and services in a timely manner, improve customer satisfaction, and enhance corporate image and brand value.

How to use online knowledge base/help center

Using online Knowledge Base/Help Center is very easy. Enterprises only need to register an account, create a knowledge base, question base, document base, search engine, feedback system and other modules, and then upload and manage relevant information. The online knowledge base/help center provides many APIs and plug-ins that can be easily integrated with other systems and tools to better meet needs of enterprises.

Online Knowledge Base/Help Center Customer Stories

An online knowledge base/help center is being used by a growing number of businesses. Here are some successful customer stories:

Cool Academy:

Kuxuan (Beijing) Technology Co., Ltd. is a business Internet services company that uses technology to improve organizational capabilities. Among them, Kuxuan Academy is an independent development of Kuxuan Technology in 2017. corporate training and talent development platform. With a mission to "connect resources andcapabilities of top 500 empowered employees with 43 million enterprises and organizations in China" through four-in-one product concept, that is, business platform integration, business process integration, business process integration. model and platform integration. Content integration is driving renewal of enterprise learning platforms and application scenarios. By establishing a well-functioning help center system and implementing an online customer service robot, users can directly access help center to view related operation manuals, operation videos, common problems, operation plans, etc., greatly improving user experience, reducing workload on internal staff and improve work efficiency. ——Customer Testimonials

Blue Lagoon:

Good platform compatibility and stability enable our company to host help center portals on website of each product and customer to achieve low maintenance costs for one-way update and multi-terminal synchronization; user-friendly interactive interface and full text search function enable our sellers to quickly and accurately find records in many categories and get related information; When it is convenient for users to ask questions on their own, as a customer service knowledge base, it improves customer service efficiency and is a good helper for enterprises to reduce costs. and improve efficiency. ——Customer Testimonials

Live:

Introducing Shang Live Product and Service: Shang Live is a professional live streaming service provider for enterprises. A complete closed-loop marketing service integrating precision marketing with big data and big data has enabled enterprise live video solutions for education and training, medical care, finance, corporate internal training, automotive, real estate, Internet, and many other industries. At present, it has provided nearly 200,000 enterprises with multi-scenario live video services, including Alibaba, Baidu, JD.com, State Energy Investment Corporation. , Lianjia, BenQ, Fujifilm and many other famous Fortune 500 companies.

Online Knowledge Base/Help Center is a new customer service tool that can help businesses better manage and organize customer service information, and improve customer service efficiency and quality. Whether it is a large enterprise or small and medium-sized enterprise, it can improve customer experience, corporate image and brand value through online knowledge base/help center.

Four. Summary

Knowledge management and records management are two related concepts that are very closely related. Only on basis of full use of document resources can goal of knowledge management be realized. Therefore, in practice, we need to pay attention to both document management and knowledge management. Establishing a document management system, formulating document management specifications, conducting knowledge management training, building a knowledge base, and conducting knowledge sharing activities can help organizations achieve a seamless blend of knowledge management and document management, and improve organizational efficiency and productivity.