Page 68 - Volume_14

Jurnal PPM: Journal of Malaysian Librarians
Vol. 14, 2020

Sometimes when we rotate the position and role of the staff we do it because it is a
job requirement and to give others the opportunity to have a different role. Job
rotation in KM is important as it will make the staff realise why they need to share
knowledge among departments even more to deliver the outcomes. It acts as a method
to break the cultural barriers of non-sharing behaviour. The KM methods, tools and
techniques provoke new understanding and improves the way and frequency the staff
share knowledge.

• Communicating Important Information Widely and Quickly
As a knowledge worker, the staff of an organisation requires targeted, useful and
timely information delivered to them. On every working day, they are already
bombarded with information coming through meetings, discussions and the email
system. The library can help to mitigate the issue using KM capabilities like
personalised portals, targeted subscriptions, RSS feeds, tagging via corporate
taxonomy, and search engines. Ultimately giving a totally holistic view of the
knowledge domain within the organisation including the connectivity to the experts.

• Enhance Connectedness
Connectedness is one benefit of KM that needs to be understood and leveraged
further by organisations. In general, it is understood that connectedness is the result
of the use of technology. As real-time connectivity enhances and achieves greater
operational integration within the organisation. However, if we were to look at it
closely it is even more than that. The concept of connectedness brings together the
access to knowledge, tacit or explicit, either through learning programmes,
knowledge sharing sessions, conversations, online databases and systems, social
media or even space. Easy access to knowledge opens up a lot of possibilities and
one of them is it enhances the retention of talents. Also, when connected, the staff
can continue to learn resulting in a strong sense of belonging.

Stakeholder Satisfaction
An organisation, as well as library, has a vast array of customers or stakeholders that it
serves. This includes both internal and external stakeholders. The external stakeholders
comprise the public - community, relevant government ministries, agencies and learning
institutions.

• Better Service
Stakeholder satisfaction is indicated by better service like better response time for
customer inquiries, improvements in product and service quality, a better customer
communication that leads to customer retention. Any KM strategy should focus on

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