The American Productivity & Quality Center (APQC) describes knowledge management as a mindset that extends beyond the flow of traditional business process. It focuses on the dissemination of information, engagement of key resources, and ultimately the adoption rate of best practices across the entire value chain. As a sustainability consultants, we believe knowledge management and sustainability concepts to be intricately aligned. In fact, we find knowledge management to be a critical aspect of business sustainability.
The ability to define, implement and manage future business opportunities depends largely on the availability and quality of information. Explored in the article, Knowledge Management—Emerging Perspectives, KM provides a defined vehicle to access and assess critical business information:
- Mission: What are we trying to accomplish?
- Competition: How do we gain a competitive edge?
- Performance: How do we deliver the results?
- Change: How do we cope with change?
Social media has an emerging role in knowledge management. Creating bridges between the corporate world and its stakeholders, social media closes the gap on knowledge management and business intelligence. Speciically so if sustainable communications and performance is valued by your stakeholders. Social media for sustainability communications has become a risk or an opportunity. Monitoring, listening, and dialoguing with key stakeholder in the social space not only offers a competitive advantage but also provides other key ingredients for successful social media engagement:
- Information or Data Collection
- Brand and Reputation Management
- Public Relations
- Media Management
- Crisis Management
Because social media intelligence incorporates a thorough 360-degree assessment of stakeholder engagement, there are a number of ways you can use information to your advantage. The right kind of information can be used for a whole range of processes in the business that can ultimately lead to your business' success.