Sharing TSIA 2017 state of KM Survey report #state-of-KM #survey


Dear SIKMers,

Sharing the Technology Services Industry Association (TSIA) 2017 Survey.

It should not be surprising to us that that culture is the top concern highlighted in this survey.

TSIA makes 7 recommendations to address companies knowledge sharing culture, see below.





  1. Make the decision to change. As the old saying goes, admitting you have a problem is the

first step to improving. When making the decision to improve your department’s knowledgesharing

culture, make a big announcement with lots of splash, making sure everyone is aware

that change is afoot.

  1. Codify your cultural decision in writing. Discussing in team meetings is not enough. Create

a plan explaining why the change is necessary and exactly what behavior is expected moving

forward, including the rationale for why this change is good for the company, the employees,

and the customers.

  1. Change your hiring practices to reflect your (newly) stated values. Add a knowledgesharing

focus to new employee screening, such as asking about how the employee works in

groups, examples of collaboration, and testing writing skills.

  1. Improve your onboarding. Introducing effective knowledge processes requires a lot of

training. In addition to training all your employees, remember to include a focus on knowledge

sharing in new employee training, so new hires are oriented to a knowledge-sharing culture

from the very beginning.

  1. Measure using the right metrics. Document how improving knowledge sharing is impacting

your organization, both in volume and quality of content produced, usage statistics, and any

movement in operational, financial, and quality metrics resulting from the new program.

  1. Create a sustainable reinforcement plan. Include goals in employee performance reviews for

participating in knowledge sharing so the behavior is reinforced, and introduce incentive

programs to recognize employees who contribute the highest quality and/or most-used content.

  1. Sell your success upward. The ROI for improving knowledge management comes from many

sources. Productivity improves. Customer satisfaction scores go up. Employee satisfaction

rises and attrition rates fall. As you begin showing positive improvements linked to your KM

program, be sure to bring this to the attention of your managers and executives. With proof of

the ROI, encourage executives to adopt better knowledge sharing across the enterprise.