AnswerWeb addresses the natural tendency to take questions and knowledge requests to colleagues rather than to document retrieval systems. Direct answers from peers are more valuable than heaps of information. With AnswerWeb, people in search of an answer can simply type-in their question on the intra- or extranet. The system delivers the question to one or more colleagues who have the specific experience or expertise to answer it, whoever and wherever they are. Through automatic e-mail notifications of questions and answers, people return to AnswerWeb on a regular basis. In this way knowledge sharing and the use of the system are stimulated without human intervention. All questions and answers are stored in a central knowledge database, thereby the exchanged information and experiences become available as explicit, ready-to-use knowledge for other colleagues.
Continuous insight in quality
The quality of the knowledge database is ensured by people rating the answers they receive. The ratings are used as input for an advanced ranking system. This system provides real-time insight in the level of user satisfaction about the obtained information and the quality of the delivered knowledge, both on an individual and aggregated level.
AnswerWeb provides an attractive environment for both knowledge seekers and knowledge providers. In many other Knowledge Management systems the knowledge provider has to create documents which might never be used at all. With AnswerWeb people deliver knowledge by answering specific questions, and by answering a question it is obvious that people are actually helping a colleague. To further stimulate the answering of questions, knowledge providers receive personalised e-mail notifications about the rating of their answers. The exchange of answers and feedback inspires networking between colleagues and fosters a culture of knowledge sharing.
In control and efficient
Every employee has a personal page with an overview of all his/her questions, answers and pending questions, combined with other relevant personal information. This 'dashboard' also holds a list of the registered experiences - or knowledge categories. Adding new experience or making changes to personal information is easy. People can also manage their own interaction load, by indicating the maximum number of questions they wish to receive in a certain period of time.
Growth and re-use of knowledge
Through questions and answers new/recent knowledge is continually added to the system, and more knowledge stays within the organisation when people leave the company. After the implementation of AnswerWeb, the initial focus is on knowledge exchange through questions and answers. More and more, the growing knowledge database provides ready-to-use answers, optimising the re-use of knowledge further and further. The system only re-directs questions to colleagues when the knowledge database does not have a solution to the problem at hand. Thus preventing employees from receiving the same question twice.
A management module offers a clear insight in key user statistics e.g. the number of questions and answers, the quality of the answers and the response time. These statistics can be viewed for certain periods of time, certain user groups, etc. Reports on the number of questions and searches within specific knowledge categories, identify the subjects with the largest demand, illustrating for which categories it pays to invest in further knowledge documentation. Furthermore the system easily identifies employees who have relevant experience and can make useful contributions when creating FAQ's, 'best practices' and other knowledge documentation.
Easy content management
Content management can be done using the same management module as the reporting. New knowledge categories are easily added and lists are available to monitor questions and answers (content). Content managers can label questions and answers determining whether or not they appear in search results, ensuring that knowledge seekers only find the most relevant information. Personal profiles and e-mail notifications can be customized.
Implementation, advice and support
Before the actual installation of AnswerWeb, a quick scan is conducted and a plan is put together to maximise the ROI. After that our technical team implements the system with the desired look & feel. Special wishes can be met efficiently. Following a proven step-by-step approach the AnswerWeb solution is introduced within the organisation. With the management module, organisations can run, monitor and operate the system by themselves. Naturally the experts of AnswerWeb are always available for advice and support, even after the implementation.