Knowledge management includes strategies and methods for building and sustaining knowledge and experience of both employees and partners that will enable the agency to continue to carry out its mission efficiently and effectively despite disruptions or staff turnover. Common knowledge management strategies include:

  • Mentoring, shadowing and apprenticeships to broaden staff skills and understanding
  • Knowledge capture through expert interviews and after-action reviews
  • Knowledge documentation such as desk manuals, business process diagrams and an archive of lessons learned
  • Electronic knowledge bases such as portals, wikis, or content management systems
  • Social and learning communities organized around specific topics of interest
  • Coaching and training to cultivate a learning culture

The capabilities that are built through these strategies include:

  • The capability to improve communication
  • The capability to capture, store and disseminate knowledge