Challenges and Solutions of Knowledge Management Using Microsoft Technologies

Despite its popularity, SharePoint has been criticized as “the place where information goes to die.” Critics, including KM Consultants and third-party vendors promoting their own KM solutions, have tarnished Microsoft's reputation by suggesting that one of the most technologically advanced companies globally has failed in Knowledge Management (KM). These criticisms are specifically directed toward SharePoint, and here are the rebuttals to their claims:

“There is no standard format for documents”

Critics argue that SharePoint lacks a standardized document format, but this flexibility is actually an advantage, allowing it to cater to various industries with distinct needs. It falls upon Knowledge Managers to establish document standards tailored to their specific organizations.

“Too many files, and too many file types”

The diversity of file types supported by SharePoint is seen as a benefit rather than a drawback. Knowledge is not only acquired through documents but can also be conveyed via dashboards, videos, photos, Excel sheets, etc., showcasing SharePoint's versatility in handling diverse content types.

“Poor Revision Control”

There are complaints regarding SharePoint's versioning system, which updates document versions with every minor save, and the lack of customizable names for these versions. It is important to remember that versioning settings can be modified to suit user needs, offering flexibility in document management.

“One Massive File Cabinet” 

Some users describe SharePoint as unwieldy, likening it to a large, disorganized file repository. However, this perception often stems from a lack of training or understanding of SharePoint's capabilities. A well-organized site map and document libraries in SharePoint can provide a structured and efficient document management system, contrary to the claim of it being a chaotic storage space.

“Users find it difficult to use”

 The usability of SharePoint is a common concern. This challenge is frequently addressed by providing adequate training for users. Furthermore, implementing a SharePoint helpdesk, prominently displayed on every page within the environment, can significantly improve user experience. This helpdesk can direct users to site administrators ready to assist with any issues, enhancing overall user support and satisfaction.

“I need a platform that will use Artificial Intelligence.” 

Although SharePoint is not built on artificial intelligence, Microsoft provides software such as Co-Pilot and Viva Topics that leverages artificial intelligence.

Even with the vast array of available information and the various solutions outlined in this book, there will be knowledge managers who feel that MS365 and similar technologies fall short of their needs. Fortunately, Microsoft accommodates its users by supporting the integration of third-party apps, many of which are built-in. Although some of these apps may incur additional costs, they generally represent a more economical option than the substantial investment required for a completely new knowledge management system. This approach is particularly advantageous for small businesses. Remember, the primary aim of this book is to help organizations fully leverage their existing MS365 investments. All the applications recommended can be found in the Microsoft Business App Store.

Problem #1 “ I read Chapter 2 and still can’t figure out how to build a knowledge base.”

Recommendations:

• “SharePoint Knowledge Management Software” by Beyond Key Systems

•  “Knowledge Base” by Bamboo by Bamboo Solutions

•   “RightAnswers Connected Knowledge Management” by Upland Software

Problem #2 “ I’m running the Knowledge Managment Program for a law firm and I don’t understand APIs.”

Recommendations:

• “OneDocx for Law Practice” by Momin Solutions Limited

• “Insight Legal Practice Management System” by Insight Legal Software

• “Bloomberg Law” by Bloomberg Industry Group

Problem #3: “I need a quick way to see SharePoint permissions.”

Recommendations: 

• “LE SharePoint Permissions Auditing” by Longi Engineering

• “Tru Permissions Auditor” by TekReach Solutions LLC

Problem #4 “ I need to screen record meetings because there is so much visual information that and screenshares that must be

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