Working with our partner Sense Software, BHP has pioneered a solution that enables clients to maximise the benefits of their support material.
“Our knowledge management solution we have developed – we call it the Knowledge Bank - brings vast amounts of business content together within a central store where it can be organised, maintained and added to,” explains Rory MccGwire, BHP managing director. “Knowledge Bank enables users to find content quickly, while out-of-date information can be removed or updated easily.
“Knowledge Bank also facilitates more efficient team working, enabling people to work collaboratively and share knowledge — rather than operate inefficiently in silos.”
Electronic library
The process begins with BHP creating a detailed electronic library of all business advice a customer holds. This enables us to identify gaps, spot duplication and discover which information you can get rid of.
Business development manager David Warren takes up the story: “An editorial schedule is then put together, which enables us to review each individual document contained within the library and – importantly – enables us to gives each document an expiry date.”
Folder structure
Each document is also associated with search terms keywords and loaded onto the Knowledge Bank server. David adds: “The content is organised within an agreed folder structure, enabling users to effectively use the Knowledge Bank to find the best piece of information to send to clients.
“Then, when the system is up and running, we provide regular management reports, which show which information has been used the most, when and by whom. We also review keywords, monitoring search terms entered and those that bring zero results. This can be used when planning future use of resource, enabling customers to target their efforts more efficiently.
Personal recommendation
Current Knowledge Bank users include regional development agency emda. “Such was our faith in the system, we were the first to use it as the BHP publishing platform,” reveals Rory. “It helps us manage many thousands of content items in an endless cycle of creation and updating. It’s truly superb and we’re sure it will help many more clients gain greater benefits from their information resources,” he concludes.
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