What's New  Explore the new updates and features of BoldDesk in our May release.  Learn More.

How to Encourage Knowledge Sharing in the Workplace

How to Encourage Knowledge Sharing in the Workplace

In this page

Level Up Your Customer Support with BoldDesk

blog-ads
  • tickicon

    Increase agent productivity by 3x

  • tickicon

    Increase customer satisfaction level to 92%

  • tickicon

    Decrease response times by 30 minutes

Is there open communication among the support teams in your workplace, or do they tend to withhold important information and compete with each other?

As an employer, you have probably asked yourself several times how you can provide employees with the tools they require to be successful in their positions and maintain their competitiveness.

This can be difficult due to a shortage of human resources, but knowledge sharing can be the solution.

You are aware of the proverb:  “Sharing is caring.” This is true, especially when it comes to gaining skills or knowledge in the workplace.

If employees can openly and efficiently share their knowledge, it’s a win for organizations on many levels.

This blog will explore the importance of cultivating a knowledge-sharing culture, its impact on organizational success, and strategies for promoting knowledge sharing within a company.

knowledge sharing

What is knowledge sharing?

Knowledge sharing refers to the process by which employees exchange information, insights, experiences, ideas, and expertise within an organization or a community.

It is about sharing thoughtful knowledge with team members to understand everyone, solve problems, and learn. As a result, it improves employees’ overall productivity and innovation.

Knowledge can be shared through different platforms such as formal training, meetings, documentation, online web tools, informal discussions, and mentorship programs.

This becomes the foundation upon which decisions are made accurately.

Types of knowledge sharing in a workplace 

Facilitating knowledge sharing can support the exchange of three types of knowledge. They include:

Tacit knowledgeInformation that is not easy to articulate consists of skills or knowledge gained through experiences that are difficult to put into words.

For example: How to give a great presentation.

Explicit knowledgeIt is easily written down, published, and shared with others.

For example: Steps, facts, manuals, and guidelines.

Implicit knowledgeOrganization’s processes, practices, and culture. It can be hard to identify and capture, but it can be communicated through shared experiences, beliefs, and cultural practices.

For example: Language acquisition or cultural sensitivity.

Methods of sharing knowledge in an organization

In the workplace, information is usually conveyed in a few different ways. They include:

Mentorship and coaching

In this relationship, experienced employees provide guidance and support and transfer information to less experienced colleagues. Employees can be mentored, and they can learn by:

  • Frequently making inquiries to their mentors
  • Observing how the skilled employee works
  • Receiving advice
  • Getting feedback on ways to improve

Formal training programs

These structured sessions or workshops are designed to convey specific skills, knowledge, or procedures to employees. They include:

Informal conversations

These consist of everyday discussions between colleagues during which insights, experiences, and information are exchanged casually within the organization.

Some examples of such conversations include:

  • Community forums
  • Mobile apps

Internal social media and collaboration tools

These are platforms that enable agents to share information, ask questions, and collaborate on tasks in real-time.

They include:

  • Microsoft teams
  • Social media

Effective strategies to encourage knowledge sharing

Effective knowledge sharing in the workplace requires the implementation of various approaches. Below are some impactful strategies to encourage knowledge sharing:
knowledge sharing

Create a culture that values knowledge sharing

Creating a clear goal and vision for your employees cultivates a growth mindset and nurtures a sense of unity among them.

When businesses encourage a knowledge-sharing culture, employees can freely communicate valuable information and ideas across different departments and tasks.

knowledge sharing culture
Employees share knowledge and skills to improve their productivity

This collaborative approach enhances teamwork and lays the groundwork for productive partnership and effective cooperation.

Facilitate free and organized knowledge sharing

Employees should exchange information throughout the day and schedule regular check-ins, weekly meetings, and formal knowledge-sharing sessions.

This continuous flow of communication builds a collaborative work environment, ensuring everyone is on the same page and can quickly address any issue.

When businesses communicate new updates or brand features to employees during scheduled times, it helps those employees understand the information, reduces confusion, and  promotes customer engagement.

Scheduled communication ensures that employees receive consistent and accurate information  critical for maintaining a unified message across the organization.

Establish knowledge sharing tools for collaboration

Encouraging knowledge sharing is insufficient. Businesses must also offer employees a platform to share their knowledge effectively.

Establish a space where employees can collaborate and exchange ideas or skills. This can be achieved by utilizing intranet tools to develop forums, task management systems, mobile apps, or knowledge management software.

Using knowledge base software platforms, businesses can:

  • Develop, organize, and handle information for users to easily access
  • Manage company information such as how-to articles, frequently asked questions (FAQs), and manuals that they can share with their customers and support agents
  • Establish a centralized hub where information is stored and managed in a structured manner, allowing employees and clients to search for and solve their problems independently

Have an established procedure for knowledge management

Establishing a structured knowledge management process is important to ensure that all information collected by employees is accurately documented and stored.

Creating a knowledge base will enable agents to access information and translate it into their preferred languages, improving understanding.

knowledge sharing culture
An example of BoldDesk knowledge base

This will greatly facilitate information retrieval and access, crucial for effective problem-solving.

Invest in technologies that facilitate knowledge sharing

Use digital platforms like websites, online forums, social media channels, Microsoft Teams, and collaboration tools.

They will facilitate the seamless sharing of information, best practices, and lessons learned among employees.

McKinsey reports that businesses may increase knowledge worker productivity by 20-25% by utilizing social technology.

Additionally, businesses can embrace artificial intelligence tools, such as generative AI Copilot, to facilitate information sharing.

These AI tools are useful to employees in the following ways:

  • Generating ideas to provide valuable information while communicating
  • Simplifying, rephrasing, or condensing information
  • Providing error-free information
  • Detecting sentiment or intent

It’s essential to ensure that these platforms are smooth, easily accessible, and designed to encourage active engagement and participation from all users.

Acknowledge and reward contributions

Recognize team members who actively share knowledge and offer rewards to them.

Show appreciation for their input by presenting awards, praising them during team meetings, or featuring them in company newsletters.

Knowledge sharing
Reward your employee’s knowledge contribution

Introducing a program for rewarding employees can also foster increased knowledge sharing.

This can help employees feel that their ideas are highly appreciated, and it can involve them in the growth of the business.

Some of rewards include:

  • Promotions
  • Certificates
  • Bonuses
  • Recognition programs
  • Office perks (free meals, snacks, or coffee)
  • Discounts
  • Educational scholarships

Businesses that recognize and appreciate employees’ knowledge and expertise make their employees feel valued and empowered.

Acknowledging employees’ contributions fosters a sense of pride and ownership in their work, which can significantly boost morale and job satisfaction.

Organize training programs for your employees

Implementing employee training programs effectively distributes knowledge throughout the company, ensuring that all team members have the skills needed to fulfil their roles.

These programs promote a collaborative learning environment by offering employees formal opportunities to learn from experts and from one another.

Regular training sessions encourage employees to share their skills and experiences more freely by supporting a knowledge sharing culture of professional development and continual improvement.

Measure the effectiveness of knowledge sharing strategies

When businesses assess the effectiveness of employees’ knowledge sharing, this provides tangible evidence of its impact and underscores its benefits.

This data-driven approach fosters a culture of ongoing improvement by identifying areas for development and recognizing successful practices.

Moreover, companies should actively promote participation in knowledge-sharing programs by showcasing successful outcomes and commending contributions.

Benefits of a knowledge-sharing culture in an organization

Making knowledge sharing a priority will unquestionably set the stage for long-term growth and achievement. Let’s find out why knowledge sharing is advantageous in workplaces.

knowledge sharing

Increases agents’ satisfaction and retention

A culture that encourages knowledge sharing fosters a sense of belonging, collaboration, and teamwork, leading to higher employee satisfaction and engagement.

Employees are more likely to be retained and be loyal to the company when satisfied.

Satisfied employees are also more likely to develop a strong emotional connection to their workplace, which can result in increased motivation and a willingness to go above and beyond their roles.

Results in higher productivity and efficiency

Sharing knowledge, tips, and shortcuts can help streamline workflows and improve efficiency.

By leveraging existing knowledge and resources, employees can avoid starting from scratch, leading to time and cost savings for the organization.

When employees have access to a repository of collective wisdom, they can make more informed decisions quickly and execute tasks more effectively.

Having adequate knowledge to share increases productivity, and readily available information increases satisfaction.

Enhances agent collaboration and communication

Businesses enhance communication and collaboration among team members and departments at all organizational levels by implementing a platform for exchanging knowledge and skills.

This breaks down silos and encourages collaboration among employees, which can improve the efficiency and effectiveness of business processes.

Additionally, by sharing knowledge and expertise with stakeholders, organizations can build strong relationships and improve their ability to work together to achieve common goals.

Improves problem-solving skills

Access to diverse perspectives and experiences helps support teams tackle complex challenges more effectively.

Starmind researchers found that 67% of agents and 84% of C-suite executives believe they could have avoided previous errors if they had access to the right knowledge.

Knowledge sharing encourages creative problem-solving approaches and identifies improvement solutions.

When employees have skills, it becomes easier for them to deliver good customer service experience.

Accelerates learning and development

Knowledge sharing is essential to fostering continuous learning and skill development among employees.

When employees tap into their colleagues’ collective expertise, they can quickly acquire new skills, learn best practices, and gain valuable industry insights.

A centralized knowledge management system and articles created and managed within the company can serve as valuable employee references, aiding their onboarding processes and contributing to their ongoing learning and development.

Reduces operational costs

Knowledge sharing culture can result in extensive cost reduction and improved operational effectiveness.

Utilizing employees’ knowledge through organization content creation can reduce the need for expensive third-party training.

Companies can save significant amounts of money by implementing internal knowledge sharing, especially through employee-generated learning.

This allows employees to create courses for their team members, reducing turnover rates and saving the company costs associated with recruiting, hiring, and training new staff.

Barriers to knowledge sharing in the workplace

The following are the most typical obstacles that prevent knowledge exchange in an organization:

Knowledge hoarding

In the workplace, some employees tend to be introverted and often remain silent, choosing not to share information with their team members.

Consequently, companies struggle to access important information these employees keep to themselves.

When many people in a company hold onto knowledge, it might be because of the:

  • Cultural barriers
  • Lack of support
  • Misaligned incentives

Knowledge silos

These are barriers within organizations that prevent effective sharing of information across departments or teams.

Businesses face danger from knowledge silos because the silos divide departments into different groupings.

knowledge sharing culture
Knowledge silos in an organization

They arise from:

  • Hierarchical structures
  • Cultural norms
  • Technological constraints

These silos may hinder productivity, problem-solving, innovation, and communication.

Inadequate opportunity

Remote work has introduced a new knowledge-sharing obstacle because of reduced social interaction.

In the past, employees had opportunities to socialize and share information in informal and formal settings.

However, with the rise of the digital era, more team members are working remotely, resulting in fewer natural interactions and social exchanges and less open knowledge sharing.

Lack of awareness

A company must ensure that all employees understand how to access information and resources for knowledge management.

If the message is unclear, team members may not know when or why to use these resources, which can lead to a slow adoption of knowledge-sharing practices.

Empower employees with a knowledge sharing culture

A knowledge sharing culture is the foundation of organizational success, driving collaboration, innovation, and continuous learning.

By fostering an environment where employees feel empowered to share their expertise and insights, companies can unlock the full potential of their workforce.

Implementing effective tools, creating incentives, and overcoming common barriers are essential strategies to cultivate a culture of knowledge sharing.

Organizations that prioritize knowledge-sharing culture enhance efficiency and problem-solving capabilities and boost employee engagement and retention rates.

Contact us to arrange a live demo and experience how BoldDesk features can help you implement a knowledge-sharing culture. You can also sign up for our free trial for more information.

I hope you found the article useful. Do you have any ideas or recommendations? Kindly leave your comments in the section below.

Related articles

Share

Leave a Reply

Be the first to get updates

Be the first to get updates

Level Up Your Customer Support with BoldDesk

blog-ads
  • tickicon

    Increase agent productivity by 3x

  • tickicon

    Increase customer satisfaction level to 92%

  • tickicon

    Decrease response times by 30 minutes

Up arrow icon