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's chief executive. “The Knowledge Bank enables users to find content quickly, while out-of-date information can be removed or updated easily.
“The 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 the 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, showing which information has been used the most, when and by whom. We also review keywords, monitoring the search terms entered and those that bring zero results. So we know which items need tweaking, adding and removing. The client ends up with an extremely polished, effective set of content that is quick and easy for anyone to access and use.”
Personal recommendation
“We have used the same Sense software platform for all of BHP's own publishing activities for many years now,” reveals Rory. “It helps us manage 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.
View EMDA case study