The world of social media has gotten bigger and bigger over the past decade. Most people realized early on that it was something that would end up having an enormous impact on the way the world worked. One can see how influential the world of social media has become by looking at how rapidly it has expanded over the previous decade.
It is now not just a place to voice your thoughts and stay in touch with friends, but a place where you can upload your content and get enormous exposure. The advent of Facebook Messenger and its positioning as an entity separate from Facebook has also had an enormous impact on how we communicate.
Facebook remains the undisputed king of social media, with over a billion and a half users at the present moment. It’s important to note that the other two social media platforms in the top three, namely WhatsApp and Messenger, are also Facebook properties. It’s pretty clear that Facebook currently has a firm grip over the world of social media.
Data that has been gathered on social media has indicated that in order to gain success and influence within these spheres, the single most important element that you need to focus on is user engagement. The average person using social media will spend a grand total of thirty six hours dedicated to their social media usage every month. Focusing as much of this one oneself is the key to success.
Entities that have invested money into their social media profiles such as businesses and brands have recognized the importance of user engagement. They have taken this as a new way to expand their customer base by implementing marketing strategies through social media. Social media marketing is now one of the most important and useful ways to market the products and services your brand is offering. People working in these fields are highly paid, and the need for academic qualifications has decreased. This has led to a shift in the job market, one that has made it possible for people to choose an entirely new career path.
Social media has now turned into a battleground of sorts. It is a place where various brands and companies vie for the attention of potential customers. Building an online presence has become more crucial than ever in the quest for long term stability. Social media profiles have thus become one of the best places to optimize customer service. They allow customers to connect with you quickly and easily. In a world where instant gratification is quickly becoming the norm, customer service through social media was an inevitability.
What is Knowledge Management And Why Is It Important?
Even well before the modern era where information is exchanged rapidly, information was one of the most precious commodities a business could own. Managing your information well could greatly increase your chances of succeeding in the long term. Information, or knowledge, is basically a resource much like any other resource that a business might have on hand. This is basically what knowledge management is.
One of the best ways to implement knowledge management is by using a knowledge base software such as the one offered by Kayako. A knowledge base is essentially a vault where information can be stored. It is also a place where said information can be accessed quickly and easily should it ever be needed.
There are several advantages associated with implementing a knowledge base software. These include higher levels of efficiency and productivity in the workplace, smoother work processes as well as increased collaboration among your employees. You will also be able to speed the process of onboarding new employees since a knowledge base can get any new employee up to speed in no time.
It is important to note that the aforementioned advantages are essentially associated with internal knowledge bases. You also need to look into knowledge bases of the external variety. This is something that is more for your clients than for you. It includes guides that would help customers use your products and services, perhaps an FAQ for questions that you have found customers ask frequently about your products as well as other tidbits that would allow your customers to use your products and services with ease. Simply put, a knowledge base is essential to optimizing the customer experience. It also helps reduce the workload of your CSRs, since it would make it less likely that customers would phone in for the most minor of problems.
Knowledge bases both of the external and internal variety are commonplace in the world of business these days. The only problem is that the way companies work these days’ ends up holding the establishment of top quality knowledge bases back to some extent.
A knowledge base needs people on the ground relaying their experiences. No matter how much theory you use, an experienced employee is going to have information that a knowledge base might not. This means that the information that on the ground employee have is actually essential to the establishment of a top notch knowledge management software.
Hence, employees need to be given an incentive to share the knowledge that they gain. They don’t currently have that incentive because of the fact that the average corporate culture does not treat employees very well. Employees also often don’t communicate or collaborate with one another. A knowledge base is an excellent way to ensure that that happens because of the fact that it would simplify the process by an enormous amount.
The Impact of Social Media on Knowledge Management
The way information is stored and propagated on social media is very different from knowledge bases. Knowledge bases don’t have a social aspect to them apart from when employees approve the entry of information and share said information with one another. Social media treats information like a widely available commodity. It is easy to engage with the information that is present, and there are fewer boundaries that might end up preventing people from using this information for whatever they wish.
The information present on social media is very important, though. It needs to be harnessed, and one way to do this is to implement enterprise social computing. An application programming interface can be used to sort and organize the disparate bits of information that are present on social media. This can give the data some structure and help companies that rely on this data use it to excel.
The great thing about this organization and structuring process is that it makes the information present on social media compatible with knowledge bases. Whereas the two sources of data information used to be inherently impossible to use in conjunction with one another, now it is definitely easy to use the information in any way you wish.
Social media is growing exponentially, and it is important to consider the possibility that it might completely remove the need for knowledge bases. After all, if the API has organized and structured the information present then knowledge bases start to become less important. Only time will tell whether or not knowledge bases will stay popular in the near future.