Knowledge management strategies in Microsoft 365

Recently, Microsoft MVP Drew Madelung presented a webinar titled Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot World. Watch the entire webinar or read our highlights summary in the blog post below.

Understanding knowledge in Microsoft 365

Knowledge in an organization is multifaceted. It includes everything from explicit knowledge, such as documented procedures and how-to guides, to more abstract forms like implicit and tacit knowledge, which are gained through experience and social interactions. Successful knowledge management requires recognizing and managing all these forms of knowledge.

• Explicit Knowledge: This is the most straightforward form of knowledge—documented and easily shared. Examples include manuals, process documentation, and training videos. In Microsoft 365, explicit knowledge is often stored in SharePoint libraries, OneDrive folders, or other structured data repositories.
• Implicit Knowledge: This type of knowledge is derived from explicit knowledge but involves a deeper understanding gained through practice. For instance, an employee might read a guide on using a new software tool (explicit knowledge) and then learn through experience the best ways to apply that tool in different scenarios (implicit knowledge).
• Tacit Knowledge: The most personal form of knowledge, tacit knowledge includes the skills, ideas, and experiences that are often hard to document. This type of knowledge is typically shared through mentoring, collaboration, and social interactions within the organization.

The role of Microsoft 365 in knowledge management

Microsoft 365 offers a powerful suite of tools that can help organizations capture, store, and share knowledge effectively.

• SharePoint and OneDrive: These platforms serve as the backbone for storing and organizing explicit knowledge. They provide structured repositories where documents, training materials, and other critical information can be easily accessed and managed.
• Microsoft Teams: Teams is pivotal for fostering collaboration and sharing both implicit and tacit knowledge. Through channels, chats, and integrated apps, Teams enables employees to exchange ideas, share experiences, and collaborate on projects in real time.
• Copilot: The introduction of AI tools like Copilot in Microsoft 365 adds a new dimension to knowledge management. Copilot can assist users in finding information, summarizing documents, and even generating content based on existing knowledge within the organization. However, while AI can enhance knowledge management, it cannot replace the need for well-organized knowledge bases and collaborative cultures.

Utilizing SharePoint for knowledge management

• Metadata and Search Optimization: SharePoint’s strength lies in its ability to store vast amounts of data and make it easily retrievable through metadata. Metadata enriches documents with information that improves searchability. For example, when managing RFPs or invoices, tagging these documents with relevant metadata allows for more precise searches. Users can quickly locate documents by filtering through specific criteria, enhancing efficiency.
• Curating Knowledge Repositories: Creating dedicated libraries in SharePoint to host procedures, records, and key documents is essential. These curated repositories serve as the backbone of your knowledge management strategy, ensuring that vital information is both accessible and up to date. This structure also aids Copilot in understanding and processing the data, making AI-driven queries more effective.
• Advanced Search Capabilities: SharePoint’s search capabilities are robust, supporting advanced features such as crawl properties, managed properties, and custom verticals. These features allow you to tailor search functionalities to your organization’s needs, ensuring users can find the exact information they need without sifting through irrelevant data.

Integrating Copilot for Enhanced Knowledge Management

• AI-Powered Insights and Queries: Copilot leverages AI to provide insights and answer queries based on the data stored in Microsoft 365. However, it’s crucial to understand that while Copilot is powerful, it has limitations. It might not always prioritize metadata in the way users expect, leading to incomplete or unexpected search results. Therefore, it’s important to educate employees on how to best use Copilot alongside traditional search methods.
• Preparing Data for Copilot: To maximize Copilot’s effectiveness, organizations must prepare their data meticulously. This involves cleaning up outdated content, organizing documents logically, and ensuring metadata is consistently applied. By doing so, you enable Copilot to better understand and reason over your data, providing more accurate and helpful responses.
• Combining Copilot with other Tools: While Copilot is a valuable tool, it’s not a replacement for other knowledge management practices. SharePoint, Teams, and Viva remain core components of Microsoft 365’s knowledge management ecosystem. Copilot should be viewed as a complementary tool that enhances these existing platforms, rather than a standalone solution.

Strategies for effective knowledge management

Here are some strategies to help organizations maximize their knowledge management efforts within Microsoft 365:

• Cultivate a Knowledge-Sharing Culture: Encourage employees to share their knowledge and experiences openly. This can be achieved through regular training sessions, mentorship programs, and by recognizing and rewarding knowledge sharing. Ensure that employees are trained not just in how to use tools like SharePoint and Copilot, but also on best practices for knowledge management. This includes understanding how to tag documents with metadata, how to use advanced search features, and how to contribute to knowledge repositories.
• Leverage AI Responsibly: Use AI tools like Copilot to enhance, not replace, human-driven knowledge management practices. AI can help streamline processes and make information more accessible, but it should be integrated into a broader strategy that includes human collaboration and oversight.
• Break Down Silos: Ensure that knowledge flows freely across departments and teams. This can be facilitated by creating cross-functional Teams channels, implementing company-wide SharePoint sites, and organizing regular meetings or town halls where employees can share insights.
• Focus on Employee Experience: Knowledge management isn’t just about storing information; it’s about making it accessible and usable for employees. Create intuitive, user-friendly repositories, and ensure that new employees are onboarded with the knowledge they need to succeed from day one.
• Continuously Improve: Knowledge management is an ongoing process. Regularly review and update your knowledge bases, gather feedback from employees on what’s working and what’s not, and stay informed about new tools and best practices in the field.

Conclusion

Effective knowledge management in Microsoft 365 requires a blend of traditional practices and new technologies. By optimizing the use of SharePoint for structured knowledge storage and leveraging Copilot for AI-driven insights, organizations can create a powerful knowledge management system that serves the needs of all employees. Remember that technology alone isn’t enough—cultural change, training, and regular updates are key to making the most of these tools.