2019: Omnichannel presentation

Harnessing true enterprise knowledge

Organizations are increasingly realizing the massive improvements in productivity, learning, and end user satisfaction that may be derived by effective Knowledge Management systems. Too frequently, however, these KM systems aren’t designed with the end user in mind, or aren’t built to be sustained and improved over the long-term. This presentation will provide an agile guide to building, maintaining, and measuring the effectiveness of KM systems.

The presentation will leverage the story of the Common Learning Portal, an enterprise KM system within the U.S. National Park Service (NPS) to portray the recommendations involved. Via this example, the presentation will cover topics including taxonomy and tagging, content cleanup and governance, user-centered design, gamification/badging, and social content development and moderation.