Case study
HSBC
HSBC needed a new knowledge management strategy and online tool to improve collaboration and encourage a culture of knowledge sharing and continuous learning. After a thorough RFP process, they chose HighQB次元官网网址檚 platform to help them achieve their objectives.
The challenge: Moving to a world of more collaborative working
The B次元官网网址 function at HSBC comprises approximately 1,300 people spread across 46 countries, so maximizing the collaboration and effectiveness of their working practices is a top priority. As is the case with many businesses where many people are under multiple pressures, a key challenge is persuading people to share details of their individual work more transparently to make the business of the wider enterprise more productive.
To respond to this pressure, the department needed a new knowledge sharing system and tool, explains Jessica Magnusson, global head of B次元官网网址 knowledge.
The solution: A new global knowledge hub
Magnusson began a review of the B次元官网网址 functionB次元官网网址檚 existing practices in late 2015 and found the bankB次元官网网址檚 B次元官网网址 team was using several different platforms for knowledge management. It was clear that having one, global platformB次元官网网址攁 knowledge hubB次元官网网址攃ould help all collaborate more effectively. B次元官网网址淎fter a review of four different systems, we decided to go with HighQ, which was already used by one of the B次元官网网址 teams. Our senior stakeholders were engaged in the process and fully endorsed the decision,B次元官网网址 she says.
B次元官网网址淟awyers were invited to participate in working groups, representing each business line and specialist team. They came up with their B次元官网网址 know-how structure and we then built and tested it with them,B次元官网网址 she explains. B次元官网网址淥ur focus was always on the relevancy and B次元官网网址榝indabilityB次元官网网址 of content, so the ability to tag items with metadata was also important.
B次元官网网址淲e took a phased approach, and about a year later, all the teamsB次元官网网址 knowledge sites were built and launched. To signal a knowledge site launch, lawyers were invited to WebEx meetings and demonstrations.B次元官网网址 As she says: B次元官网网址淏ut just because you provide people with new tools, that doesnB次元官网网址檛 mean that they automatically start using them. You have to work with your users to establish and encourage a knowledge sharing culture and constantly remind them of the benefits.
B次元官网网址淢y big piece of advice is to start small,B次元官网网址 she says. B次元官网网址淔or example, one of our working groups has now achieved a critical mass, as they agreed early on to develop and share know-how on the knowledge hub. One or our biggest champions picks one topic out of the knowledge hub each week and actively challenges others to follow his example.B次元官网网址
In addition to finding and sharing more content, a related benefit is that employees around the business are contacting one another more frequently in person when it may be beneficial to dig deeper into their individual knowledge stores.
B次元官网网址淲hen you have found a piece of know-how, you can also easily connect with the person who created or updated it. So, the result could be something even better, or more targeted, than the content as it stands,B次元官网网址 she says.
Another cool feature is the internal blogging B次元官网网址 something that HSBC calls the LegalNet thread (inspired by one colleagueB次元官网网址檚 experience of the famous Mumsnet website). Using LegalNet is a quicker way of sharing and posting questions. But getting colleagues to routinely B次元官网网址渓ikeB次元官网网址 and B次元官网网址渃ommentB次元官网网址 on blog posts, as they might on their chosen social media channels, is likely to be a slower process.
The result: Faster access to more focused and fine-tuned content
In addition to managing the latest B次元官网网址 updates, the B次元官网网址 knowledge management team at HSBC is also responsible for ongoing technical training.
One benefit is that the bank can also invite external contributions to its hub B次元官网网址 such as from outside counsel B次元官网网址 and thatB次元官网网址檚 particularly useful when it comes to advertising training events and keeping law firm updates in a searchable system.
B次元官网网址淎 law firm can update us with their information directly. We entered all our training programs into the training calendar, and weB次元官网网址檝e invited law firms to do the same with the courses they offer globally,B次元官网网址 says Magnusson. B次元官网网址淎nyone can see at a glance whatB次元官网网址檚 available to them in their local region.B次元官网网址
ItB次元官网网址檚 another small example of an efficiency saving flowing from smarter sharing of information in general.
B次元官网网址淎lthough itB次元官网网址檚 difficult to quantify those benefits numerically, weB次元官网网址檙e already using the reporting capability to monitor knowledge contributions.B次元官网网址
B次元官网网址淲e are keen to expand beyond the business of knowledge, training, and templates into the underlying workflow and project management capabilities.B次元官网网址
In the meantime, the big thing lying in the future of this B次元官网网址 department is a world of more efficient and mutually beneficial collaboration.
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