Brief Overview

A Digital Adoption Knowledge Management strategy is a systematic approach to documenting and sharing information. If done well, this can help mitigate potentially expensive efficiency losses from turnover and ramp time that often accompany the process of scaling a Center of Excellence (CoE).

How This Impacts Your Program

❌ Without a detailed knowledge management strategy, the following CoE-level risks are possible: 

• Siloed success/value narratives 
  • + Limited acknowledgement/recognition of Digital Adoption Professionals 
• Lack of awareness of changes in standard operating procedures (SOPs)
• Inconsistency in ramp of new content delivery resources
• Inconsistent business owner stakeholder experience with program scale 

Types of Digital Adoption Knowledge Management 

Digital Adoption knowledge management can be separated into two main buckets: 

Know Your Audience

Consider three main personas when creating your knowledge management strategy: 

Core CoE Governance Team

• Content for the following DAP Roles: Program Manager, Project Lead, Builder, Data Analyst, Champion, Designer, Architect 

CoE Technical Team 

• Content for the following DAP Roles: Crucial Allies - Subject Matter Expert (Technical), Architect 

Prospective & Current Stakeholders (“Customers” of the CoE)

• Content for the following DAP Roles: Crucial Allies (Executive Sponsor from a Line of Business, Subject Matter Expert, Business Analyst) 

Improving Reach

Having the right platforms to talk about success is a key to broadly socialized knowledge management. When starting out, consider the following: 

Meetings

• How can I incorporate WalkMe into an already-scheduled meeting? (e.g. Department-Level All Hands, Sales GTM Kickoff, Steering Committee for other change management initiative) 
• How can I encourage or incentivize attendance to a WalkMe-specific meeting? (Do you have a strong Executive Sponsor that can help market your CoE internally? 

Tools

• What knowledge platforms are we already using? (e.g. Sharepoint, Confluence, Teams) 
• What collaboration/meeting tools do I have that can support internal WalkMe communication and best practice sharing? 

Get Started

Start with this low-effort, high-impact activity: Compile a list of Frequently Asked Questions and post answers to them in your collaboration software of choice. Stop repeating yourself & start funneling traffic to your Knowledge Base.