How to use SharePoint Online for Knowledge Management - Microsoft 365

Summary

This webinar transcript discusses the importance of knowledge management within organizations, particularly focusing on SharePoint as a tool to capture, store, and share knowledge effectively. The discussion highlights the challenges of knowledge management, such as capturing information, finding knowledge, ensuring its relevance, and defining the scope of knowledge. The webinar presents a knowledge management life cycle, including identifying, capturing, validating, classifying, disseminating, and managing knowledge. It also explores the role of technology and culture in facilitating knowledge sharing. Practical examples and demos illustrate how to use SharePoint and Microsoft Teams to streamline the knowledge management process, emphasizing the need for a knowledge-first mindset to enhance organizational efficiency.

Takeaways

• 📚 Knowledge Management is crucial for capturing and sharing information within an organization, benefiting operational roles and knowledge managers.
• 👥 Targeted audiences for knowledge management webinars include those frustrated with the lack of efficient knowledge capture and sharing systems.
• 🔍 Key challenges in knowledge management include capturing information, finding knowledge, ensuring knowledge is up-to-date and relevant, and defining the scope of knowledge within an organization.
• 💡 The lack of an embedded culture of knowledge sharing is a significant issue, and technology can help reduce friction and promote this culture.
• 📈 Knowledge can be categorized into tacit (unformally captured), explicit (formally documented), and ad hoc (common understanding not formally documented).
• 🔑 The knowledge management life cycle involves identifying, capturing, validating, classifying, disseminating, and managing knowledge to ensure it remains current and useful.
• 🌐 SharePoint and Microsoft Teams are highlighted as platforms for implementing knowledge management solutions, with demos showing how to use their features effectively.
• 🔍 Tools like PnP (Patterns and Practices) can enhance search functionality in SharePoint, though they are community-driven and not officially supported by Microsoft.
• 📋 The process of knowledge management includes creating and utilizing metadata for classification, which helps in organizing and finding knowledge within the system.
• 🔄 Regular reviews and updates are necessary to maintain the currency and accuracy of knowledge within the system, with automated tools helping to flag items for review.

Q & A

What is the main focus of the webinar?

The main focus of the webinar is on Knowledge Management in SharePoint, specifically how to capture, store, manage, and disseminate knowledge within an organization effectively.

Who is Rupert Squires and what is his role in the webinar?

Rupert Squires is one of the co-founders of Information EXP, and he is a presenter in the webinar, discussing the value that SharePoint can bring to organizations in terms of knowledge management solutions.

What are the typical roles of people who would benefit from this webinar?

The webinar would be beneficial for individuals in operational roles, knowledge managers within an organization, and anyone who is frustrated with capturing and sharing knowledge across their organization.

What are the four key issues clients face with knowledge management according to Phil?

The four key issues clients face are: difficulty in capturing information, challenges in finding knowledge, concerns about the currency and relevance of the knowledge, and scope-related issues such as understanding and defining knowledge within the organization.

How does the lack of an embedded culture of knowledge sharing affect organizations?

The lack of a knowledge-sharing culture is the biggest challenge faced by clients, as it creates friction and hinders the effective capture, storage, and dissemination of valuable knowledge and information.

What is the knowledge management life cycle as described in the webinar?

The knowledge management life cycle includes identifying where knowledge is within the environment, capturing that information, validating and classifying it, disseminating or publishing it, and finally, managing and updating the knowledge to ensure its currency and relevance.

What are the three types of knowledge identified in the webinar?

The three types of knowledge are tacit knowledge (learned through experience but not formally captured), explicit knowledge (formally captured and documented), and ad hoc knowledge (common understanding in the workplace not formally documented).

SharePoint can serve as a platform to capture, store, and manage knowledge through various tools and features such as document libraries, search functionality, and integration with other Microsoft tools like Teams and Power Automate.

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What is the importance of the review process in knowledge management?

The review process ensures that the knowledge is accurate, up-to-date, and relevant. It involves subject matter experts validating the knowledge and curators or librarians ensuring correct classification and tagging, which is crucial for maintaining trust and confidence in the knowledge management system.

What are the different methods discussed for disseminating knowledge within an organization?

The methods include publishing news articles to highlight new case studies or important information, using navigation to guide users to relevant knowledge areas, creating evergreen pages for different topics, and leveraging search functionality with refiners to help users find specific information quickly.

Outlines

00:00

📝 Introduction to Knowledge Management in SharePoint

The webinar begins with a welcome to the topic of Knowledge Management in SharePoint, introduced by Rupert Squires, a co-founder of Information EXP. The session aims to address the challenges of capturing and sharing knowledge within organizations, particularly useful for operational roles and knowledge managers. The key issues discussed include the lack of formal methods for capturing knowledge, difficulty in finding knowledge within company intranets, ensuring the relevance and currency of information, and the broader challenge of fostering a culture of knowledge sharing. The webinar's objectives are to cover how to capture and store knowledge from various repositories and how to manage and surface this knowledge for employee benefit.

05:00

🤔 Understanding Knowledge in Organizations

This segment delves into the different types of knowledge within an organization, such as tacit knowledge (learned through experience but not formally captured), explicit knowledge (formally documented and shared), and ad hoc knowledge (common understanding not formally documented). The speakers discuss the importance of capturing tacit knowledge and the value of documenting standard operating procedures. They also introduce the concept of the knowledge management life cycle, which includes identifying, capturing, validating, classifying, disseminating, and managing knowledge to ensure its currency and relevance.

10:01

🔍 Identifying and Capturing Knowledge

The discussion focuses on the process of identifying where knowledge resides within an organization, such as in projects, Q&A sessions, and published content. The speakers demonstrate how to capture knowledge using a SharePoint site, including submitting documents and chat responses for review and inclusion in the knowledge base. They emphasize the importance of submitting high-quality content and the role of subject matter experts in validating and classifying knowledge. The segment also covers the use of Microsoft Teams and SharePoint to facilitate the capture of knowledge from conversations and project outcomes.

15:03

📚 Validating and Classifying Knowledge

This part of the webinar addresses the validation and classification of knowledge. The speakers show how to review and approve knowledge submissions in SharePoint, ensuring that the information is accurate and relevant before it is shared more widely. They discuss the role of knowledge curators or librarians in maintaining the quality of the knowledge base and the importance of aligning the classification process with the organization's information architecture. The segment also touches on the use of Power Automate to streamline the review process and the potential for multi-stage workflows depending on the complexity of the knowledge.

20:06

📰 Disseminating and Managing Knowledge

The speakers discuss various methods for disseminating knowledge within an organization, including publishing news items, using navigation and search functions, and creating evergreen pages for different areas of knowledge. They emphasize the importance of findability and the user experience in accessing knowledge. The segment also covers the management of knowledge, including the use of review schedules and conditional formatting to ensure that knowledge remains current and relevant. The speakers highlight the need for a dynamic approach to knowledge management, where content is regularly reviewed and updated or removed as necessary.

25:08

💡 Adopting a Knowledge-First Mindset

In the concluding part of the webinar, the speakers stress the importance of adopting a knowledge-first mindset, which involves considering the value of knowledge to others, ensuring oversight and currency of information, and starting with a knowledge base before creating new content. They discuss the need to free up experts to share their insights and the role of the community in directing questions to the knowledge base. The webinar wraps up with a reminder of the key takeaways and an invitation to engage in further discussions and workshops on knowledge management.

Keywords

💡Knowledge Management

Knowledge Management refers to the process of capturing, distributing, and effectively using knowledge within an organization. In the context of the video, it is about leveraging SharePoint to create a system where valuable information and insights can be shared across different departments and roles, thereby enhancing operational efficiency and decision-making.

💡SharePoint

SharePoint is a web-based collaboration platform that integrates with Microsoft Office and provides document management and storage, application development, and intranet functionalities. In the video, SharePoint is presented as a solution for implementing effective knowledge management within an organization, allowing for the storage, categorization, and retrieval of important documents and knowledge pieces.

💡Operational Role

An operational role refers to a position within an organization that is primarily focused on the day-to-day activities and processes that keep the business running. In the context of the video, individuals in operational roles would benefit from a knowledge management system in SharePoint as it would provide them with access to necessary information and best practices to perform their tasks more efficiently.

💡Tacit Knowledge

Tacit knowledge is the kind of knowledge that is intuitive, experiential, and difficult to formalize or transfer to others. It is often the result of personal experiences and insights. In the video, the speakers emphasize the importance of converting tacit knowledge into explicit knowledge, which can be documented and shared through a knowledge management system like SharePoint.

💡Explicit Knowledge

Explicit knowledge, as opposed to tacit knowledge, is formal, systematic, and easily transferable. It can be articulated, documented, and shared through various mediums. In the context of the video, explicit knowledge is the type of knowledge that is best suited for a knowledge management system, as it can be captured in documents, guides, and case studies, making it accessible to all within an organization.

💡Validation

Validation in the context of knowledge management refers to the process of checking the accuracy and relevance of the captured knowledge before it is shared or used. This ensures that the information is up-to-date, correct, and trustworthy. In the video, validation is an essential step where subject matter experts confirm the quality and applicability of the knowledge submitted into the system.

💡Dissemination

Dissemination refers to the spreading or distribution of information or knowledge. In the context of the video, it involves making the captured and validated knowledge accessible to the organization's members through various channels such as news updates, navigation menus, dedicated pages, and search functionality within SharePoint.

💡Intranet

An intranet is a private network within an organization that shares some of the concepts of the internet, such as the World Wide Web. It is accessible only within the organization and may host internal communication, collaboration, and information sharing platforms. In the video, the intranet is mentioned as a place where knowledge management can be implemented, allowing employees to easily access company-wide information and resources.

💡Culture of Knowledge Sharing

A culture of knowledge sharing refers to an environment within an organization where employees are encouraged and motivated to share their knowledge and expertise with others. This culture is crucial for effective knowledge management as it promotes collaboration, innovation, and learning. The video highlights that technology, while important, is only part of the solution; fostering a culture that values and facilitates knowledge sharing is equally vital.

💡Knowledge Life Cycle

The knowledge life cycle is a concept that describes the stages that knowledge goes through from its creation to its eventual archiving or retirement. These stages typically include identification, creation, sharing, application, and review or renewal. In the video, the knowledge life cycle is discussed in the context of managing knowledge within SharePoint, emphasizing the importance of keeping knowledge current and relevant through regular reviews and updates.

Highlights

The webinar focuses on Knowledge Management in SharePoint, emphasizing the value it brings to organizations.

Rupert Squires, a co-founder of Information EXP, discusses the importance of capturing and sharing knowledge effectively.

The session identifies the target audience for knowledge management, which includes operational roles and knowledge managers within an organization.

Key issues in knowledge management include capturing information, finding knowledge, ensuring knowledge is up-to-date and relevant, and defining the scope of knowledge within an organization.

The lack of an embedded culture of knowledge sharing is a significant challenge faced by clients.

Knowledge management involves capturing and storing knowledge from various repositories and managing and surfacing that knowledge for employee access.

Tacit knowledge refers to information learned through experience but not formally captured, while explicit knowledge is formally documented and shared.

The Knowledge Management Life Cycle includes identifying, capturing, validating, classifying, disseminating, and managing knowledge.

Microsoft Teams can be a natural place for support functions to handle Q&As, making it a source for capturing knowledge.

Project outcomes, such as training guides and case studies, are valuable knowledge assets that can be reused for future projects.

An effective intranet design separates department workspaces from the areas where information is published.

Dissemination of knowledge can occur through news articles, navigation, pages, and search experiences.

The monitoring stage in knowledge management involves ensuring content remains current and that reviews are conducted regularly.

Knowledge management tools and processes aim to remove friction in capturing knowledge and promote a knowledge-first mindset.

The webinar discusses the use of Microsoft Power Automate and adaptive cards for automating knowledge management processes.

Information architecture plays a crucial role in classifying and organizing knowledge within an organization.

Transcripts

So without further do I'd like you to welcome to this webinar about

Knowledge Management in SharePoint.

I'm joined by my colleague, Phil.

Hi Phil.

Hi Rupert.

Hi everyone.

thanks Phil.

So my name's Rupert Squires.

I'm one of the co-founders of Information EXP and we've been delivering, these

webinars around the value that SharePoint can bring when you think about solutions.

So there's other webinars we've done around policies and procedures and

intranets, which you can find on our YouTube channel, but let's just dive

into, knowledge management and let's go.

So Phil who's this for.

So typically, this would be useful for anyone who's within an operational

role, or you might be a knowledge manager within your organization.

but essentially it's useful for anyone that's frustrated about

capturing and sharing knowledge across your organization.

Yeah.

I think it's that common piece where people know stuff, but if it was

just written down or just stated in a place, it would be super useful

for everyone to benefit from.

And given that what are going to be the takeaways from today.

So there's two areas that we're going to be covering.

, the first one being how you can capture and store knowledge from various different

repositories across your organization.

And then secondly, how you can manage and surface that knowledge.

So your , employees can start benefiting and accessing , that information.

Okay.

So that's great.

I think that would be a great outcome from today.

Now, Phil, you've worked with a number of our clients.

What are the reasons why people are struggling with knowledge management?

When they approach us at the beginning of saying help, we need

some help with knowledge management.

Can you help us with this?

What do they come to you with?

So there's probably four key areas that we see, as being the really big issues

that, that, that our clients have.

the first one being, capturing that information.

So, there isn't really a kind of formal or easy way for

employees to capture knowledge.

They just don't know what kind of method that they should be using,

or they don't know where they should actually be storing, that information.

Secondly, it's the ability to actually find that knowledge.

Company intranets can be a bit of a maze.

Just having a dedicated, , area to store knowledge, just making

it much easier to be able to, find the third one being, confidence.

So, , just having confidence that the knowledge that you find is still

up to date and it's still relevant.

, I've often come across valuable resources of information on a company

internet, , only to discover that, , it hasn't been updated for a number of

years and it's no longer relevant.

And then the last issue is really around scope, , which is really just

understanding what knowledge is and being able to define what knowledge

is within your own organization.

In general.

I think the main thing is, there isn't really an embedded culture

of knowledge sharing, which is the biggest challenge that our clients face.

Yeah.

So technology is part of the story by the sounds of it, but also the culture.

And so if we can remove maybe some of that friction, then we can

help drive the culture forward.

The last point, I think you talked about scope.

What is knowledge.

I see, a lot of different kinds of information in an organization.

n So some of the things that we've highlighted, , here, , do you

just want to dive into this Phil?

Sure.

So some of this information, we could be talking about,

project handover documents.

So when a documents going to come to an end, just being able to store

any, any of those documents, which are useful, and reusable for a

future project, they could be, case studies, they could be white papers.

That might be, useful and relevant to our employees.

So yeah, various different types of knowledge.

So, so we've got all this information.

Guess the question is, is all of this knowledge, , and we have a view on this.

Now, there isn't an official body of knowledge management, so you

can create your own view on what you think knowledge should be, or

shouldn't be, this is our view.

So on the next slide, what we, what we see here, we kind of separate it to what

are the operational documents, , which is maybe HR policies and that kind of

thing, which how your company runs its people, but what is the value chain piece?

And that's where we see knowledge.

So the value chain is how you serve your customers, your clients.

And that can be things like in a pre-sale stage, a sales presentation, a case study,

it can be an end of a project where you've delivered something and you've got some

handover documents, or maybe you've, you know, your lawyer, you've got, you

know, the final version of a contract.

, but it might also be things that support that sales process.

So something you've heard about in, in industry news, what we tend not to include

is things like maybe HR policies because that can sit in a policies and procedures

area, or company news, which is something like, we have a new operations director.

Does that really help the value chain?

Does that help your own client?

Does it help you do what you do to serve your clients?

Probably not now, as I said before, there isn't an official body or knowledge.

So this is our view on it.

And this is how we are going to be taking the webinar forward.

So talking about Phil, do you just want to break down knowledge from

a slightly different perspective?

Sure.

So,, we've broken knowledge down into, three kind of groups.

, the first one being tacit knowledge.

So, tacit knowledge, the best way to describe tacit knowledge would

be, things that people have learned through their own experience, but it's

hasn't really been formally captured.

, so it could be that I've had some kind of problem or some kind of issue

I've researched, possible solutions and I've managed to implement some kind

of solution for that problem, but it's all just sitting in my head really.

So it's, not really available , for employees to benefit from

the second,, type of knowledge would be explicit knowledge.

, so this is the one which I guess most people are probably more aware of.

, this is knowledge that has been more formally captured and documented,

added into user guides, , reports, white papers, case studies,

that kind of information.

And then the third type of knowledge, we call it ad hoc knowledge.

, so the best way that we , that we describe this as being, it's just the way that

we do things, , around the workplace, , they're not necessarily documented.

. It's just a common understanding across the workforce.

That that's just the way that we do things.

, but it's just not actually formally documented.

Okay.

So I, I think the focus today really is that tacit knowledge

now and that explicit knowledge.

, I think companies don't see, , if everyone does things a certain way, it's

a value in actually writing it down.

That, that's, that's a separate question.

So let's consider Phil the Knowledge management life cycle.

, so on the next slide, we, we've got a high level process and this is what we're

going to be following today through demos.

So that first piece is identifying where that knowledge is, , within your

environment we are Microsoft partners.

So we're going to be talking about the Microsoft environment.

, but we're going to be thinking about, , things like maybe projects

Q&A, and we're going to come onto a bit more of that into a second.

Once you've identify it's then about the capturing, how do

we capture that information?

So the second part of this process is the, the capturing on that.

How do we get the information into our knowledge base once we've captured it.

We then need to validate that it's correct and classify it.

So the validation is the piece around the subject matter expert saying, right?

Yeah, this is good knowledge.

, this is correct.

This is something we want to share, or it might be actually

this, this is not correct.

Or when it was written, it was maybe correct, but it's not correct anymore.

Cause something's changed in the world.

And then you've got that knowledge manager.

Who's going to do the classification to make sure that we've got the right

metadata attached to knowledge and that data's going to help drive dissemination.

So dissemination is, we've got this information.

How do we publish it?

And it might be someone could be proactive.

Are we pushing things through a news article or it could be, more in the

search experience where someone knows, ah, I'm looking for solve this problem.

Let's see if someone solved it, before.

And then the final part of this process is the managing.

So once this knowledge is out there, knowledge typically, is, is living.

So that means that what was true in the past might not be true in the future.

Particularly maybe we work in the legal world, you'll find or technology world

that things move on precedents change.

So how do we make sure that our knowledge remains current?

And this is a really key part in maintaining the trust and

confidence in knowledge solution.

So I think one more slide Phil, before we go into a demo and I just want to dive

into the identifying capture piece here.

So within an organization, people might seek help through conversations.

and particularly now with Microsoft teams is a natural place to do that support

functions, dealing with Q&As, customers saying, can you get this to work?

And someone going to research something, and then capturing that

a point earlier we talked about earlier, it was project outcomes.

You maybe create a training guide, maybe something for Microsoft

teams like we're using today.

But what that will then say is, well, actually this is really good.

We want to save this and use this again.

, and let's actually manage it.

So let's say Microsoft teams gets updated.

We know that we can go back and update that version of the truth.

And the last piece is this published content.

So things like owner marketing team have created a case study, let's publish it.

, but that's not necessarily always internal, but it can also be external too.

So it can be, , maybe an industry white paper, which supports what

you do in your business and could be useful maybe to your sales team.

So that's talking about it.

Let's dive in, , to our demo environment Phil.

Okay.

So I'm just bringing up our demo environment.

This is a our SharePoint site.

, now just for the purpose of this demo, , I'm only going to be using one account.

So this is Megan.

Who's going to be, essentially doing everything as part of

our demo in the real world.

you'll obviously be having different people, performing different roles.

So, , just the person submitting content won't necessarily be

approving that content as well.

, but, , like I said, just for this purpose of this, we'll just be using one account.

, so as you see here, we're on the homepage for our internet site.

, we've got the news web part that's showing all of our company news.

There's some quick links on the right hand side, just to jump

to some specific areas within our internet, , and then up the mega menu.

, we've got, , the internet hub.

So if I just click on that,, will just take me to the

company specific information.

So, missions and values, supporting services, those kind

of different areas of our site.

And then if I just click on the department's menu, what

you can see here are , , sites dedicated to each of the different

departments within our organization.

Okay, Phil, and that's actually a really useful point.

A lot of people when they look at intranet.

They try and group the department, working space, say sales, operations,

marketing to the same place where people, publish their information.

And it has a confused purpose.

So really what we look to do is separate where I get my work done.

And realistically, you probably wouldn't have all departments available

to you because if you worked in sales, it's unlikely, you're going to

have access to the HR working area.

and then when you published stuff, if we look on the internet hub,

then we create areas where we're going to publish information.

So Phil, if you just want to put your mouse over internet hub on the left.

Yeah.

You can see that we've got marketing collateral, for example, and the resources

might be an area where marketing will published some, some of there content.

So that's an important point of view, designing your intranets to consider

how you separate, where things are published and where work gets done.

But this scenario we are worried about where work gets done.

So if you want to , go to departments and click on, okay.

So I can see that case study in word.

Excellent.

So we know that's open.

We can, we can close out.

We know it's real content.

It's something that which could be useful in our knowledge base.

And so the next, the big thing is right.

How do we get this into our knowledge base?

, and we've created app to make this little bit easier.

So there's a couple of ways we can access this.

Number one is we can click against the three ellipses

next to the actual file name.

And you can see way down at the bottom there, we've got Submit as Knowledge,

but we've also got this popping up at the top toolbar next to the download button,

which has got a nice little cool icon.

So Phil I'd like you to click on that and then follow the process through.

Okay.

So I'm just going to click on the Submit as knowledge and then this window has

just popped up on the right hand side and there's four dropdown menus that

have appeared, for me to fill in.

So the first one being,, the document type.

So if I just click on that dropdown menu, , what you can see is a list

of different types of document type, , there's a preconfigured

list, , that I can look through.

, so based on this, on, on this case study, I'm just going to obviously select

the case study as the document type.

, the second dropdown menu is the solution dropdown menu.

So if I just click on that, , and there's five different solutions that

are here, , and these are the best way to think about these are, these

are the different solutions that we as an organization offer to our clients.

, so, , based on the case study and what they're kind of talking about, I'm

going to put that under the intranet solution as it more related to

the internets that we're producing.

The third dropdown is the phase.

, so if I just click on the dropdown for here and what you'll see is six

different phases, and these phases are essentially the life cycle of a

project that we're running for a client.

, and based on the fact that this is a case study, , it makes

sense to go in a pre-sales phase.

So for us,, that's what we describe as the expect phase.

So I'll just click on the option there.

And then the last option here is the sector.

, so if I click on the dropdown and what you'll see is a number of

different sectors, , that this relates to, , just based on the case

study, I'm going to decide that it's going to be the, , the information

sector, , that this kind of relates to.

And I'm just, just going to click on submit to submit that knowledge.

Excellent Phil.

So you can close that form on the top right there.

And what that's done is popped into our knowledge base, but

it's only put it in as a draft.

It's not been published to the world yet, so it's pending that, approval,

but that's the first stage of a process.

So that's how we can work with files within SharePoint.

But let's go back to this other scenario, which is teams chat.

So we've got teams in the browser here.

, now it's just like teams on the desktop, but because we're running

multiple environments on webinars is the best way to do it, to make

sure we can demonstrate it to you.

So Phil, if you've got a question, where would you go and ask it?

So, within our organization, we have a knowledge team.

So I'm just going to jump to, the view within teams from here you can see all

the different teams that I'm currently a member of and there's a knowledge

forum team that's sitting in here.

, and within the knowledge forum, , there's a number of different channels.

And what you'll notice is that these channels relate directly

to the solutions that we offer.

, so if I had a particular question, , I would just go to, , the channel, the

most relevant channel for my question, and just click on a new conversation

and just post my question in there.

And then my other colleagues, , they'll be able to see the question, and provide

replies to that question to help me out.

Hopefully we'll be able to get an answer from across the organization.

So Phil, I can see that you've obviously, or you or Meghan have written

a question about webinar form auto registration, and actually up to scenario

based that we had with this webinar.

, you've put a question out there.

You've got a couple of responses.

I see the first response is not overly useful just saying what you

can't do, but then Diego's come in and told you what you can do.

Now.

I suspect other people might have this question down the line, so wouldn't

it be great if we actually could save Diego's response and the context.

So if we look at that we've got webinar form auto registration,

that's for subject to this chat and Diego's put a really useful response.

So the way to save it into knowledge is if you click on that re reply

there and the ellipses on the just top right hand corner, there you go.

Now under more actions, we've deployed an app here, which

is called submit knowledge.

So just click on that and follow a process through.

Okay.

I've clicked on submit knowledge.

, there's a quick popup that I just need to confirm.

And then if I just give this a moment.

So yeah, what you're seeing here is adaptive cards.

This is something that we've developed and yeah.

Now you go, Phil, you've been asked a few more questions.

Sure.

So, , what you're seeing here, there's a, an adaptive card

with those four dropdown menus.

So these are the same four drop down menus that we had when we

submitted that document earlier on.

, so I can just click on the document type.

, based on this question, it's kind of more relevant to training material.

, the phase I'd put in, it's probably been more, , related to our experience phase.

, and then, , I'm just going to leave the sector blank because it's,

not related to a specific sector.

, but for the solution, I'm just going to put this down to being, , our

Microsoft 365 user adoption as it kind of more closely aligned with,

, with that solution that we offer.

So I'm just filled in those drop down menus.

And now I'm just going to click on submit classifications.

Excellent Phil.

So again, that's taking that information and it's popping to a knowledge

base, and we're going to show you how that,, renders itself in a second.

, now final piece, and you know, what we've been talking about here is we need to, we

need to put technology where the people work so we can capture that information.

, we talked about projects and we've got an active project here with web solutions,

and I think Phil under design and build, you've created some documents.

Yeah, that's right.

I'll just go to the file area.

And I suspect Phil, what happens at the end of a project?

Well, what would you like to happen even better?

so we've got a couple of documents here, so the solution and design,

, PowerPoint and the user guide PowerPoint, , are really good assets that

we produce for this, for this project.

, and we'd like to just reuse them on and make them available for future projects.

, the meeting minutes, it's obviously just kinda specific to this project.

So, , it's not really relevant to keep that as knowledge.

, we still want to archive that information, but just want, wouldn't

be, be reusable for future project.

Okay, well, we've got a process around that.

So if we click on the marketing tab, back into SharePoint on the top left

there, here, and then if you click on projects, we actually manage our team's

projects through a list in SharePoint.

So with some automation around that, the provisioning of projects, and, but in

this case to closing down of projects, so we've got a few projects in progress,

but as you know, the one we are worried about is the web solutions limited.

So let's click on those ellipses and we're going to far off a

process here, , as part of power automate to shut down that project.

So there we go.

We've got DMS closed project.

Now what that's going to do, Phil, once you've clicked on

that is it's going to pop window.

There's no options or configuration this required.

So we can simply press run flow when that appears.

But at the end of a project, a we want to remove it from people's

screens and dropdowns because it's cluttering up Microsoft teams.

So what it's going to do, it's not going to delete it, it's going to archive it.

But the second thing it's going to do is take those assets and put them

into our knowledge base, but they need to be curated and validated first.

So it's not going to publish them to the outside world.

So I think that takes us nicely to the first set of demos.

And if you just pop back to the deck, Phil.

What we've seen there is getting information through conversations

and how we can capture that.

We've talked about project outcomes and running a process to make

sure that any of those project documents can also be captured.

And then the very first demo was around the published content.

So how do we capture information created by departments across the organization?

Or you could taken maybe external content, maybe as a PDF, dropped it into

that department area and then actually submitted into your knowledge base.

So you've got options there.

So that's the identifying and capture.

Moving on, Phil, we're talking about the validating and classifying.

So that validation is that subject master expert saying, because they

might not have been the person who submitted the knowledge or wrote the

knowledge to say, yeah, this is good.

This is something that we, we, we should be sharing and what

that review process looks like.

But the second piece is how do we make sure that it's classified correctly?

So those dropdowns obviously reflect the information architecture

we design for this scenario.

Every organization will have its own different,, information architecture,

but we need somebody to be responsible to make sure that's consistently done.

Some people might call it a knowledge curator.

Other people call it a librarian.

So let's see how that materializes Phil

.So going back into, Microsoft teams, we can now go.

, we can now go back to power automate.

You can see it's been generating, ,a few, cards in the background

. , the first one at the top there is around the case study and the one

below is more about the closed project.

So let's do things in order.

Let's go back to our case study and do that filtered review.

So we just want to see this one item.

We don't want to see all the other stuff which we have in our inbox right now.

Okay.

So I clicked on the link in teams.

, this is now taking me through to a document library

within our knowledge site.

And from here, I can see, , that the, that case study, the software

development case study is now sitting here in that, in that library.

The metadata that we put in at the, , , when we submitted, it

has also been incorporated here.

And also the approval status for the document is currently sharing as pending.

That's great.

Phil, I think at this stage best is where your librarian or knowledge

creator can come in and say, actually, are those classifications?

Correct?

You know, we tried to do the work for this person, but they've got

this opportunity to validate it.

So we're happy with this.

Let's get it approved.

So the way to do that is to highlight the document.

There's a couple of ways, but we're going to click on the

three elipses next to rename.

And as you can see, you've got this approve reject.

So I'm just going to click on approve and reject.

, and this is the out of the box approval process.

I could reject this document, , but we we're just going to approve that.

, because it's, it is going to have useful information and click.

Okay.

And then what you'll see here is this, the approval status for that document has now

changed from pending to being approved.

Okay.

And then Phil, actually, if you just scroll across to the right, what you'll

see at the moment is there's a review date there, which is currently set for today.

Now we have a little process which is running behind the scenes,

which is going to update that.

And hopefully next time we see that it should be, I think, 90 days out.

So we set a review that everything needs to be reviewed 90 days.

So that process will wurr and I hopefully later in the demo,

that date should be updated.

So that's our a case study.

Let's go back and look at those project documents.

, so if you go back to Microsoft teams, , and as you can see,

we've got please tag documents.

So, we've got the message saying you've closed for the project.

We must now go through update the document types, delete any unnecessary

files that we don't want to go in there.

So we can click in there.

I'm clicking on the view documents, link.

And again, I'm taking through to our knowledge site.

So the document library within that knowledge site, , I can

see the three documents that were sitting within that team.

So the meeting minutes, the solution design and the user guide.

Yeah.

So I think we can delete the minutes.

We don't need those anymore.

So there's a couple of ways you can do that.

We can use your ellipses, or we can use the delete button at the top.

And then for the remaining two things, we haven't gone through

a classification process yet.

So we can click on edit grid view, and we're not going to go through all

the fields, but why, why don't we just set up the document types of these

using are curated list of options.

Okay.

So, , I can just click on the solution design.

I'll look at the document type.

, and if I click on the, on the added tag, there's the list of kind of managed

metadata that we had within SharePoint.

I can just pick the relevant tag, , for this, for this document

and then click apply and then that'll be applied to the document.

Perfect.

Okay.

I've seen a few questions come in.

So we have got Q and a at the end, so I will come back and

answer those questions at the end.

So you've answered that there, Phil.

, and we could do the same with user guide and, and the other areas,

just, , just someone was asked a question about, can someone sanitize

the information before it's published?

So it's important to say when it goes into the knowledge base it's not published.

So you have the opportunity to sanitize remove any sensitive information, , either

as the knowledge expert or as a, , subject matter expert, or maybe you have a first

step, which it goes through a compliance phase, even we put a multi-step workflow

in before things are approved, depends on the complexity and the, and the

requirements of, of, of your organisation.

So there is that piece, that happens.

We don't want to put things exactly.

As you say, straight into the knowledge base.

, there was a question about FAQs FAQs.

Yeah.

That list wasn't exhaustive on that slide.

There's only so many things you could fit on one slide.

So FAQs relating to a product for a solution.

Absolutely.

Could be a good thing to do.

, thank you.

There we go.

Okay.

So Phil we've talked about knowledge.

, now the one thing I think that we have looked at is what

happened to our team's chat.

So why didn't we go back and go back into our, , there we go back into

power automate, and if we click on view knowledge, waiting for review,

that's going to bring up list of everything waiting for review.

Now we didn't put a workflow on this teams chat, but we could have done, but

as you can see at the very top, , looks like it's created into a word document.

If you want to click that, we just look at the content and what's happened here.

So what I can see here, , I've just opened up that word document.

, the title of the word document is actually the subject line that

we had within the teams chat.

So the webinar form auto registration, and then within that word document,

what I can see is the original post.

So the question that I asked, , and then underneath that is the verified post.

So that response that we got, , that single response that we decided was

the kind of right answer for, for my question, , that setting underneath,

within that, , within the word document.

So we've just been full of technical aspect here.

We use a product called Encodian in here.

, they have a, actually a free level of their model, which

helps create word documents.

So we've gone through that.

Team's chat, we've pulled out the reply and that's when we highlighted.

And then we've also pulled out the original post and the subject line.

Now, if your business rule was actually, we'd like the context of

a whole conversation, then we could absolutely drop that into this document.

This is purely an example to show you, how do I take information in one

platform and move it into something into a different platform or, you know,

same underlying platform, but into maybe a different part of a Microsoft

365, , productivity experience.

So that's great news, Phil.

I think we can close that now.

We've again, we could go see, this is pending.

We could go for the review process.

You've already seen that, but the same review process could apply.

And as questions said before that review process could go through multiple stages.

If that's what came out of the information management and the, and

how your business needs to operate.

So Phil let's go back to the slides.

So we talked about their subject matter experts in the review process.

We're not putting something straight into the public domain for consumption.

, but then the classification piece as well, we talked about the opportunity

to either, , add tags where tags were needed or update tags, where, where,

where maybe they're incorrect or maybe hasn't been correctly understood.

And that's all going to be driven by the information architecture.

It might be that when you get to your scenario, you don't need four dropdowns.

You need one or two.

, there might be different ways of doing it, but we've got this information.

Next piece is dissemination of information.

How do we get people aware of it?

, and there's four ways that I think we see how that happens.

So findability, and this is why you're taking information in the first place.

, the first piece is around news and urgency.

So this is something that you might want to highlight that people

might not be actively looking for.

, it could be a new case study you've just launched.

And if people don't know about it, you know, but that could be one point.

The other way is some people prefer rather than free search.

They prefer to use navigation.

So go down for more, a drop down experience.

So maybe come into the knowledge base and then find, right.

I know I'm looking for something to do with say case studies or adoption.

So I'm going to click on that and dive into that area.

There's a third piece, which we call pages.

This is evergreen areas, such as I want to go to a marketing area

and I want to drill down into case studies because that's how I think.

And with all these cases, we're accessing the same information.

We're not creating copies of information, which is already in the knowledge base.

And in the final piece is that search experience.

So we can use search.

And I'm going to show you this in search refiners to quickly

find the right information.

So Phil, let's go back into the internet and let's start with some news.

, and we've actually put some news on the front page of the knowledge site.

, so if we just want to click on knowledge, now this news could be

bubbled up onto the homepage or intranet, but in this case, we've, , purely

kept it within the knowledge area.

So Phil, why don't you click on that, , case study and tell us what you see.

Okay.

So I've just clicked on the, mega court case study.

, and it just opened up in a SharePoint page.

, a look at the very top of the page.

It's actually let me know some of the associated, , classification

or metadata with this page.

So who the client was, the sector that, that it relates to and the solution as

well that we provided for that client.

And if I just scroll further down, , what I can see there is, , it's

actually embedded the word document of that case study within that page.

So I can just start reading that document, , straight on the page.

I don't need to actually go off and open that in a separate window.

It's all there and available for me to quickly browse.

Excellent.

So that that's the first way is that publishing news.

And as I said, that news could be on the homepage as well.

The second way, Phil, if you were looking for something around

Microsoft 365 adoption, how might you find that in the Knowledge area?

, so what I would do, , if I just click on, on the site menu

if I just hover over there?

What you'll see is there are kind of three different headings under our

site menu , it's reusing all those classifications that we've been using

when we've been submitting the knowledge.

So we have, our solutions, our sectors and our methodology.

So I could select each one of these one these options.

, but for the example, you're talking about that user adoption, I'll

just click on, M365 user adoption and just jump to that page.

And I think what this does is gives you the opportunity to add a bit of context.

So if you just scroll to the top of the page there, Phil, you can see that

we just put, you know, a couple of lines around user adoption in there.

We could put some key contacts in on the right side.

Who's the right person to speak to if you're not finding

what you're looking for.

, so we've, we've got that option there as well, just to give a bit more of a

personalized, experience, rather than simply serving up data from the knowledge

base, maybe without the right context.

So that's , two of our ways of accessing things.

Let's look at the example I talked about where maybe marketing want

to publish their case studies.

And I think you can access that from the internet hub at the top level.

Yeah.

So I'll go to the internet hub, look at , marketing collateral

underneath the resources, and I'll just jump to that page.

And then from here, , just in that web part at the very top,

there's a case studies link.

So I'll just click on case studies.

And then from here, I can see all of the recently published case studies, , all

sitting here in nice, like nice shortcuts.

I have to click on to open.

Lovely.

So that's three ways.

Let's get into the final way, which is search in knowledge.

So for search in knowledge, , I'll jump back to the knowledge site.

And then from here, you'll see in the site menu, there's, a knowledge search.

So I can just click on that and I'll get taken through to this search page.

, now from the knowledge site, , I can just kind of do a quick, some

kind of quick keyword, , to kind of, , search through our results.

, what we also have on the left hand side are a set of filters.

So again, these filters, , are the three same headings that we've used , , across

our site for the navigation and when we've been submitting knowledge.

, and all I need need to do is to select one of these filters, , click apply.

And what you'll see is the search results are going to be filtered based on,

on what I'm specifically looking for.

And again, I could just type in a keyword here and it'll, it'll, it'll bring

back results specific to that keyword.

Now, I know that, you know, this is a Microsoft, , story, but I'd very much

like this to be amazon.com or do code UK search experience, helping you find

the right information super quick.

But that only works when information is tagged in the right way.

And I think you can see that in the search results there, Phil

around where those tags sit.

So I think that's dissemination.

I don't think we want to cover any more on that, Phil.

So we just want to come back to the slide there.

, we talked about the news piece and one of the things actually we do to make

that little bit easier is news templates, , which is a really easy way of helping

people get the right content out there.

, navigation, we talked about how you can navigate within knowledge area

and we've created separate pages for each of the various, , areas.

So if people have some context, maybe a person to contact, we

looked at the evergreen pages or the pages that we call under marketing.

, and then finally we looked at search.

So the final step in the process, Phil is the monitoring stage.

How do we make sure that the content we create is still current, , and that

people are doing what they're meant to be doing in terms of reviewing.

So we've got a nice little review on that and the monitoring piece.

So if you want to go back to power automate chat and what we've got, if

we just scroll up a little bit, there is we have a job which fires, I think

once a week, which highlights the information which needs to be reviewed.

So we're not going to bombard people.

I mean, obviously you've seen a lot of power power automate

adaptive cards popup today.

, but this can be a scheduled job and it highlights what needs to be reviewed

and it could be, you know, obviously Megan's the only person in this

scenario, but it could be multiple people getting different views of this.

And we can click on review these documents and it's going to take

us into a view of a knowledge base.

, and so Phil, do you just want to highlight what's in front of you?

Yep.

Sure.

So again, this has taken me through to the, , to the document library

within the knowledge site, but it's provided a slightly different view

to that, , to the kind of previous, , views that we've talked about.

So this view, , does a couple of things.

, first of all, it's showing all the documents , that have a next

review date within the next 30 days.

, and also those , , where the next review date is in the past.

, so the reviews overdue.

, it's also filters just to me.

So, , if somebody else clicked on this view, , they'd, they'd only, only be

able to see those documents, which they were the document owner for.

, it also shows, , we've used some conditional formatting.

So the next review date, if the next review date was, is within the next

30 days, it's going to be showing with this kind of Amber color.

, if the next review date is actually in the past, , we made it red just to make

it a bit more obvious that these are ones that they should probably prioritize.

And in having a.

I think, I think that's, that's super helpful.

So that highlights the managing.

Obviously there might be a role where you actually delete stuff.

, that's acceptable.

Don't treat a knowledge base.

The same as a filing system, a filing system tends to be,

we keep something for life.

, just in case a knowledge system is live and active and needs to be relevant.

So I think Phil we'll just go onto the slides to wrap up what we've seen here.

So we looked at that monitoring view there and making sure people are doing

their reviews and yes, we can put workflows around support that, but

don't forget that we can destroy stuff.

It doesn't have to be here forever.

So let's just wrap up what we've seen today.

, I think the key takeaways are knowledge is everywhere.

We've looked at different parts of a technology stack of where it might sit,

but to make a knowledge system useful, we need to remove the friction of capture.

What's the first step.

And we've shown that through some tools that we've created.

, but it might be that, , you work in different ways and just encourage

people to drop things into a SharePoint library where you can

manage it without the automation.

And then something that you talk a lot about.

Phil, when we've had these conversations is adopting a knowledge first mindset.

And what do you mean by that?

, so there's a couple of different things.

, the first one kind of does this add value.

So are there other people within your organization that will

benefit from this, , from this information, from this knowledge?

, the second one is, where is that oversight?

So just making sure that, the information that you're storing is kept relevant.

, it is kept up to date and, and correct.

, the third being, does this kind of change anything so has anything

changed, , is that going to affect the, , the knowledge that we're storing

and then the fourth one being, , kind of start with a knowledge base first.

So think about, you know, has someone had this problem before?

, do they, it doesn't answer already exist within the knowledge base and kind

of going to that knowledge base first and kind of searching for your answer.

I mean, really what we're trying to do is free up the experts to do their job.

And so they can capture this, you know, their learnings once, and

then it's the benefit for everybody.

And some of that start with knowledge base has to be pushed back from the experts to

say, I've actually answered that before.

Go to the knowledge base.

You'll find the answer.

So just highlighting what we've seen today, Phil on the next

slide is we talked about that initial stage of identification.

Where are the conversations?

Where's that knowledge being created and talked about?

And one of the challenges can be, it's not always in technology.

It can be people meeting in a room and there's people and

people aren't writing it down.

And that's one of the things that you're going to have to address

once you've identify it, then you're going to think about, well,

how are we going to capture it?

And we've talked about, , both harvesting and submitting.

So harvesting might be a knowledge manager actively going out to look for something,

but we can also talk about AI and we're going to come onto that in second.

But the second bit is for submitting.

So people in quotes the field, be able to say, yep, that's useful.

We should submit that and put that into our knowledge management solution.

So once we've done that, we then need to think about the validation piece.

So how do we validate it?

How do we classify it?

And that's where your subject matter experts come in and there might

be multiple levels of validation.

It might be a legal validation and a topic validation, and then your knowledge

manager or librarian to make sure that you've got the right, tags attached to it.

Moving on from that, we then have a dissemination of data.

So how do we share this information around?

We talked about news.

If you want to be a bit more proactive, whereas the user led maybe more reactive

approaches, how do I browse search find pages to find that information?

And then the final point, but just as important as any other is,

how do we make sure we keep this current, this is a living system.

So how do we manage that content?

So that brings us, I think, to a close on the, on the webinar Q&A

feel free to put some in the chat.

I know there's a couple of questions already.

So I'm going to pop the first one to you, Phil, the search page.

How did you make that work?

I, I want to say P and P, but you're going to tell me otherwise, are you

No, no, no, that's right.

That's right.

, using the kind P and P search functionality.

, so it's not, , out of the box, but it is something that, , is Microsoft.

I don't want to say support, but they're kind of aware of, and

they're happy for people to, to use and that's free of charges.

Isn't it?

I think that's right.

That's right.

That's right.

So P and P stands for patterns and practices.

It's community created solutions, which are available to everybody, but they're

not officially supported by Microsoft, but the community supports them.

So, so that's, so that's hopefully answers that one for you.

So yeah, you can go ahead and, and do that if you are appropriately skilled, should

we say, the second question was raised was about large organizations, how to manage

curation because you have so many assets.

I think a couple of things worth saying we've used one person to all

of this in reality, multiple SMEs will be involved in organization.

No one expert can be everything.

So you have to think about how you route it.

And the same for curation.

If you're a particularly large organization, you might have

different curators for different parts of your organization.

So , we could create workflows depending on how that information

is being categorized to make sure it's correctly curated.

, that said , there was one organization that we're working with is a law firm.

There's 300 people.

They have one knowledge manager who does all that curation, but if it's a bigger

organization, then yes, you might think of a different approach, or it might be

based on different geographies because there might be different, you know,

jurisdictions and that kind of thing.

So I think that's answered the questions.

Just one final slide, I think to wrap up with, shoot two final slides.

One is the first one is if this was useful to you.

We, we, we deliver information management workshops.

I know we're based in the UK, but do deliver these internationally,

given the power of teams.

we have clients in states.

We have clients in the middle east, as well as in the UK where we

help your organization understand the value of SharePoint as a

solution, rather than a technology.

So helping people understand, what technology can do and aligning that

to what your challenges are and trying to bring people within your

organization onto the same page.

So that's one of the ways that we help and start typically any engagement.

, . Well, I've just seen another question here, Phil.

, which, so people are still there.

It's okay.

How do you find expertise with the organisation.

That is something that you'd have to work out with in your own business.

That's not something unfortunately, which technology can solve.

, so, and Viva learning.

That's an interesting point.

I hadn't, we hadn't considered that.

It's certainly something that we can think about down the line.

Okay.

Right.

I will wrap this up there.