We live in an age of rapid technological advancement and innovation with some mind-blowing applications getting launched periodically – from small, advanced, modular fusion and fission reactors to plant-based meat burgers and from custom cancer vaccines to sewer-free sanitation (disclaimer: these exciting technologies were handpicked by the great Bill Gates himself).
Yet, employees in most enterprise companies are still plagued with challenges when it comes to finding relevant information from knowledge bases and other sources at the time of need. Just as the thirsty sailor surrounded by salty ocean water in the poem “The Rime of the Ancient Mariner”, said: “Water water everywhere, nor any drop to drink”, so too, employees are stuck with heaps of information but none that can be found easily when needed.
In 1982, Buckminster Fuller developed the Knowledge Doubling Curve which basically showed how knowledge doubled in only eight years during the 1980s as compared to 200-400 years in the pre-1900 era. IBM took this study further to conclude that in recent years, information has been doubling every 13 months and also predicted that by 2020, knowledge will double every 12 hours – as alarming as this may sound, there is a high probability of this being true. Clearly, there is an exponential build-up of information.
The ease of generating fresh content using multiple sources has obviously led to this growth. However, accessing the right information, at the time of need, in the right amount of detail is a problem that has yet to be solved when it comes to enterprises.
With digital transformation taking center stage across every industry, enterprises have started using anywhere between 25 and 124 (and upwards) applications for conducting business. As such, a lot of this information is disjointed and stored in silos across these applications that often have permissions-based access restriction, adding another layer of complexity in conveniently discovering relevant information. In a study conducted by harmon.ie, a majority of the 900 surveyed agreed that finding information wastes a lot of time because they have, on average, 10 different applications open at any given point in time.
The problem of not finding or discovering the right information at the right time comes with very high monetary, temporal and opportunity costs. A study conducted by IDC shows that, on average, an employee spends 2.5 hours per day or 30% of a workday searching for relevant information. For a company that has a 1000 employees relying on enterprise knowledge, this translates into a loss of:
Discovering the right information – unfortunately, is just the starting point. Once information has been discovered, it has to be delivered in an easy-to-consume manner for the user. Therefore the problem associated with information management is 3-fold:
So is there a solution that can address all 3 pain points? Maybe even offer information conveniently within the same page that users are in instead of redirecting them to a new tab? Fortunately, yes! There may be other products that solve 1 or 2 of the pain points but there is currently only one product that can conveniently solve all 3. Say hello to Smart Assist or Content Aggregation, the newest feature within Whatfix that is associated with knowledge base aggregation.
Whatfix Smart Assist helps companies recommend the best help to users right within the application by offering on-demand information that is personalized to a user’s requirement. It removes all the hurdles associated with information discovery, delivery and consumption.
The benefits of accessible and relevant information manifest in not just improved productivity, but also in achieving a truly agile business. Whatfix is the only digital adoption platform that expands the scope of content to application help and knowledge-bases (and not just content created specifically within the platform), thus leveraging your existing content and multiplying its value.
Whatfix Smart Assist serves as a panacea not just for employees searching for information, but also for HR and L&D teams who create content for the knowledge bases & LMSs, as well as for CIOs who drive digital transformation initiatives. Most importantly, it enables companies to minimize costs associated with knowledge management and information discovery, and increase the ROI from their existing knowledge repositories.
It’s time we kick this problem to the curb before IBM’s prediction of 12 hours becomes true. So let’s fix this with Whatfix!