How remote teams can use organic self-service KM tools

Let’s say, for example, that an employee is stuck and needs help to continue with their work. Instead of typing a question in an open channel or in a direct message, the support-seeker could simply invoke a search for relevant knowledge instead. With the help of Slack-based search tools, you can do this by using what is known as a “slash-command”, which is like asking a question to a support bot instead of a real person. Optimally, these communications are kept private until the user is satisfied that their search for knowledge is complete, or they need to seek human assistance. In this workflow, there is a deliberate attempt to self-serve support and avoid an unnecessary shoulder tap that could bother one or many employees.

Automation

We know that questions are asked within communication platforms like Slack, so why not then automate detection of questions using AI-powered tools and connect the asker with relevant knowledge relating to their query? The technology does exist, it just needs to be placed in the appropriate stage of common workflows.

Natural language processing (NLP) is the segment of artificial intelligence that focuses on human language patterns and automatically converts that data into a query that is recognized by a computer. NLP presents arguably the most intriguing organic use of knowledge management tools when they are merged with conversational platforms because it can provide self-serve support to individuals seeking knowledge, in a situation where they should have arguably accessed a knowledge base first before asking the question publicly in a chat. An automated response that will provide knowledge from a wiki will help the support seeker and also reduce the occurrence of unnecessary shoulder-taps, which distract people from their work.

There are a number of AI-powered tools that are available to Slack users that achieve this very outcome. They sense question patterns in Slack messages, identified by NLP and they give the user feedback, often in the form of a private message, that offers support for the question that they just asked in the channel.

As with all AI-powered solutions, the main constraint of using NLP to identify patterns in a communication platform is the volume of data being processed to train the NLP model. Many companies think that they have an infinite number of repeated questions asked in Slack channels, but they tend to underestimate both size and the breadth of the dataset. An NLP model would show the most promise in an enterprise setting with hundreds or thousands of active users contributing to the data, and with ongoing questions arising in conversational platforms like Slack. That’s not to say that AI doesn’t work in smaller companies, it just takes more time to train the model, and administrators must exercise patience with the technology and invest in training.

Browser-based work platforms

Gone are the days when knowledge workers had desktops and software was installed from shrink-wrapped CD-ROMs. Software makers have pushed to the cloud, and without hesitation, it’s for the better. There are no more patches, problems with compatibility or upgrades in the wonderful world of SaaS productivity software; bug fixes and product improvements are seamlessly piped through the internet to keep users happy. That means that the primary channel for productivity software is through the browser.

All of this complaining about shrink-wrap software really creates one big problem for remote workers: the browser becomes a very busy place. Many people have anywhere from 10 to 30  tabs open, and in some extreme cases where people just can’t seem to part with a browser tab, they might have hundreds open at any given time. This pattern of work creates an abundance of confusion and a profound lack of focus.

It’s because of this loss of focus and increased confusion that adding a simply making a wiki accessible from yet another browser tab is a suboptimal solution for workflow-centric knowledge management. Even having a desktop solution is one degree of freedom too far for many. The best possible solution for connecting knowledge to browser-based workflows in a truly organic manner is to access knowledge through a browser extension.

A browser extension is a small piece of software that expands the base functionality of a browser to assist in common workflows. The most robust extension compatible browser is Google Chrome, which is convenient as it is the most commonly used browser software in the world. Browser extensions can operate in two different ways:

• They can be invoked to access the tool.
• They are actively modifying browser behavior to achieve a desired result.

Let’s examine each style of user experience

Invoked Browser Extensions

Browser extensions that are invoked to access are the least invasive browser experience. Upon clicking the icon in the extension tray, they typically create an overlay that helps the user assist in their workflow. Some common use cases are situations where you’d normally have to open a browser tab quickly, get a small piece of information:

• Thesaurus, dictionary or grammar
• Screen-capture
• CRM

In the knowledge management realm, invoked browser extensions can be a very effective and highly organic way to access knowledge directly from within a browser-based workflow. Consider these:

• Internal Wiki
• Helpdesk ticketing
• Enterprise search

Active Browser Extensions

Active browser extensions are different from invoked technology as it would provide the user with synchronous feedback about the content on the current page. They might add, remove or otherwise enhance the content displayed to make work faster. Common examples of active browser technologies include malware-blockers and other security solutions.

These browser extensions are not very common in the knowledge management space, but they have tremendous potential for organic knowledge management, especially when paired with the NLP technology mentioned earlier. With a browser extension actively processing the content on the visible page, it can provide relevant suggestions to accelerate work with proactive support.

The reason browser extensions are the best choice from a browser-based workflow perspective is because it keeps the knowledge worker most on task without obtrusive context-switching. The user experience is more focused on the immediate task at hand and reduces potential detours that reduce output.

Organic knowledge management tools are a remote worker’s best friend

The ability to organically access, capture and share knowledge from within workflows is a true accelerant of productivity for remote workers who spend so much of their time in cloud-based software and communication platforms. Choosing technology that merges knowledge with common workflows has a high return on investment for remote employees, that can be handcuffed by the isolated nature of their work environment.