Dive Into the Pool of Knowledge

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Let's say you're a leader in a growing organization's people operations team. A wave of retirements is on the horizon, and at the same time, you're onboarding new hires to fill critical roles. Each day, you get questions from managers about how to accelerate onboarding, support internal transitions, and ensure employees are ready for new technologies and compliance requirements. But as you dig in, you discover that much of the organization's know-how (best practices, process tips, and lessons from past projects) lives in scattered files, siloed teams, or in the minds of the experts and long-tenured employees.

Let's say you're a leader in a growing organization's people operations team. A wave of retirements is on the horizon, and at the same time, you're onboarding new hires to fill critical roles. Each day, you get questions from managers about how to accelerate onboarding, support internal transitions, and ensure employees are ready for new technologies and compliance requirements. But as you dig in, you discover that much of the organization's know-how (best practices, process tips, and lessons from past projects) lives in scattered files, siloed teams, or in the minds of the experts and long-tenured employees.

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You now watch as new staff struggle to find the answers they need, managers reinvent processes, and valuable expertise quietly walks out the door. That translates to longer ramp-up times for new employees, inconsistent performance across the company, and missed opportunities for growth and innovation.

You now watch as new staff struggle to find the answers they need, managers reinvent processes, and valuable expertise quietly walks out the door. That translates to longer ramp-up times for new employees, inconsistent performance across the company, and missed opportunities for growth and innovation.

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Such a scenario is the challenge facing HR, talent development, and learning professionals everywhere. So, how do you ensure that your organization captures critical knowledge, and staff can access and apply it?

Such a scenario is the challenge facing HR, talent development, and learning professionals everywhere. So, how do you ensure that your organization captures critical knowledge, and staff can access and apply it?

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The answer lies in bridging the gap between knowledge management and learning. Intentionally integrating knowledge management practices—such as communities of practice, lessons learned, and knowledge-flow capabilities—into both formal and informal learning will enable TD practitioners to break down silos, accelerate upskilling needs, and empower employees to adapt with confidence.

The answer lies in bridging the gap between knowledge management and learning. Intentionally integrating knowledge management practices—such as communities of practice, lessons learned, and knowledge-flow capabilities—into both formal and informal learning will enable TD practitioners to break down silos, accelerate upskilling needs, and empower employees to adapt with confidence.

The evolution

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Knowledge management has undergone an incredible transformation since the mid-1990s. Practices no longer include static document libraries or content repositories.

Knowledge management has undergone an incredible transformation since the mid-1990s. Practices no longer include static document libraries or content repositories.

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Knowledge management today is a strategic practice that empowers organizations to turn information and expertise into real business value. The focus is on making sure that the right people can access the right knowledge at the right time, whether companies build that knowledge into everyday processes, capture it through lessons learned, or exchange it in active peer networks.

Knowledge management today is a strategic practice that empowers organizations to turn information and expertise into real business value. The focus is on making sure that the right people can access the right knowledge at the right time, whether companies build that knowledge into everyday processes, capture it through lessons learned, or exchange it in active peer networks.

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Modern knowledge management delivers three critical benefits:

Modern knowledge management delivers three critical benefits:

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  Smarter operations by reducing the time employees spend looking for answers and enabling them to solve problems more efficiently and collaboratively

  Smarter operations by reducing the time employees spend looking for answers and enabling them to solve problems more efficiently and collaboratively

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  Foundation for artificial-intelligence readiness by organizing the information, ensuring it is relevant, and validating it so advanced technologies can deliver relevant, accurate, and trusted results

  Foundation for artificial-intelligence readiness by organizing the information, ensuring it is relevant, and validating it so advanced technologies can deliver relevant, accurate, and trusted results

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  Future-ready workforce by giving employees access to the information and experts they need to learn new skills and adapt to changing expectations with confidence

  Future-ready workforce by giving employees access to the information and experts they need to learn new skills and adapt to changing expectations with confidence

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Companies are moving away from information overload and toward actionable, shared know-how. The question is no longer "What do we have?" but "How do we use what we know to drive better business results?"

Companies are moving away from information overload and toward actionable, shared know-how. The question is no longer "What do we have?" but "How do we use what we know to drive better business results?"

The urgency

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The case for blending knowledge management and learning is urgent and practical. Across industries, organizations are facing common challenges that make doing so essential.

The case for blending knowledge management and learning is urgent and practical. Across industries, organizations are facing common challenges that make doing so essential.

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Top HR predicaments. Talent management teams are struggling with persistent difficulties that go beyond hiring. Attracting and retaining talent, reskilling employees, and creating learning programs that keep up with constant change have become top priorities. Yet, learning often remains disconnected from the real-world knowledge employees need to succeed.

Top HR predicaments. Talent management teams are struggling with persistent difficulties that go beyond hiring. Attracting and retaining talent, reskilling employees, and creating learning programs that keep up with constant change have become top priorities. Yet, learning often remains disconnected from the real-world knowledge employees need to succeed.

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When knowledge is siloed, onboarding takes more time, reskilling efforts fail, and employee performance suffers. Integration offers a way forward by helping to transform learning from a series of isolated training events into a cycle of continuous learning grounded in the realities of work.

When knowledge is siloed, onboarding takes more time, reskilling efforts fail, and employee performance suffers. Integration offers a way forward by helping to transform learning from a series of isolated training events into a cycle of continuous learning grounded in the realities of work.

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Knowledge loss and workforce transitions. The risk of knowledge loss is accelerating. The Great Retirement is under way, and as experienced employees exit, they take decades of hard-earned expertise with them. APQC's research reveals that 92 percent of organizations do not consistently capture knowledge from workers nearing retirement. That gap leaves businesses vulnerable to operational disruptions and costly mistakes.

Knowledge loss and workforce transitions.The risk of knowledge loss is accelerating. The Great Retirement is under way, and as experienced employees exit, they take decades of hard-earned expertise with them. APQC's research reveals that 92 percent of organizations do not consistently capture knowledge from workers nearing retirement. That gap leaves businesses vulnerable to operational disruptions and costly mistakes.

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While AI tools offer promise to scale knowledge capture, business leaders still have concerns around trust and compliance that often slow down adoption, making a proactive approach essential.

While AI tools offer promise to scale knowledge capture, business leaders still have concerns around trust and compliance that often slow down adoption, making a proactive approach essential.

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AI limitations. The rise of AI as a business priority adds both opportunity and complexity for organizations. AI tools promise faster answers, personalized learning, automation, and streamlined workflows. But the technology can only deliver on that promise when it's working with curated and accurate underlying knowledge that connects to key business objectives. Without a strong knowledge management foundation, AI tools can amplify outdated content and inconsistencies rather than help solve them.

AI limitations. The rise of AI as a business priority adds both opportunity and complexity for organizations. AI tools promise faster answers, personalized learning, automation, and streamlined workflows. But the technology can only deliver on that promise when it's working with curated and accurate underlying knowledge that connects to key business objectives. Without a strong knowledge management foundation, AI tools can amplify outdated content and inconsistencies rather than help solve them.

Tactics

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Even within all those challenges, there is a powerful opportunity. Bringing knowledge management and learning together in a way that benefits your company requires practical, targeted action. Identify where the greatest prospects lie and then take deliberate steps to embed those practices into everyday work. Consider the following strategies as starting points for making integration real and sustainable.

Even within all those challenges, there is a powerful opportunity. Bringing knowledge management and learning together in a way that benefits your company requires practical, targeted action. Identify where the greatest prospects lie and then take deliberate steps to embed those practices into everyday work. Consider the following strategies as starting points for making integration real and sustainable.

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Assess where workers lose time and knowledge. Begin with understanding where the pain points lie. Many organizations discover that employees spend hours searching for answers, duplicating work, or waiting for guidance. Such inefficiencies waste time as well as erode confidence and productivity.

Assess where workers lose time and knowledge. Begin with understanding where the pain points lie. Many organizations discover that employees spend hours searching for answers, duplicating work, or waiting for guidance. Such inefficiencies waste time as well as erode confidence and productivity.

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To diagnose the issues, combine workforce analytics (such as time to onboard, search volume, help-desk tickets, learning management system usage, and rework rates) with employee feedback (such as pulse surveys, focus groups, and job shadowing). Then, apply benchmarking where you compare the metrics against internal baselines, peer groups, or industry standards to see how your company underperforms and by how much. That evidence will show which workflows are broken and will help you prioritize improvements with the highest impact.

To diagnose the issues, combine workforce analytics (such as time to onboard, search volume, help-desk tickets, learning management system usage, and rework rates) with employee feedback (such as pulse surveys, focus groups, and job shadowing). Then, apply benchmarking where you compare the metrics against internal baselines, peer groups, or industry standards to see how your company underperforms and by how much. That evidence will show which workflows are broken and will help you prioritize improvements with the highest impact.

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Capture and curate critical know-how. Once the pain points and gaps are clear, collect and curate the knowledge that matters most. That often starts with identifying roles at risk of turnover or vital knowledge loss (for example, due to internal transitions, retirements, or leadership pipeline weakness) or projects that house critical insights (such as niche product knowledge or key customer details). Structured interviews with experts (see sidebar), quick-reference guides, and well-organized repositories transform tacit know-how—the knowledge that's in people's heads—into accessible resources that employees can use immediately.

Capture and curate critical know-how. Once the pain points and gaps are clear, collect and curate the knowledge that matters most. That often starts with identifying roles at risk of turnover or vital knowledge loss (for example, due to internal transitions, retirements, or leadership pipeline weakness) or projects that house critical insights (such as niche product knowledge or key customer details). Structured interviews with experts (see sidebar), quick-reference guides, and well-organized repositories transform tacit know-how—the knowledge that's in people's heads—into accessible resources that employees can use immediately.

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Case in point: TechnipFMC, a global oil and gas company, developed a seven-step process for capturing expert knowledge before retirement:

Case in point: TechnipFMC, a global oil and gas company, developed a seven-step process for capturing expert knowledge before retirement:

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   Develop the project plan.

   Develop the project plan.

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   Conduct interviews.

   Conduct interviews.

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   Perform a risk assessment.

   Perform a risk assessment.

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   Map the knowledge.

   Map the knowledge.

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   Create a knowledge transfer plan.

   Create a knowledge transfer plan.

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   Deploy the knowledge transfer plan.

   Deploy the knowledge transfer plan.

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   Close the project and celebrate.

   Close the project and celebrate.

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The organization believes it's helpful to think of each expert as their own project, with a typical project lasting three to six months. That approach enables the company to preserve operational wisdom and honor the contributions of experienced staff before their exit.

The organization believes it's helpful to think of each expert as their own project, with a typical project lasting three to six months. That approach enables the company to preserve operational wisdom and honor the contributions of experienced staff before their exit.

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Activate or strengthen communities of practice. Such networks create spaces where employees share insights, solve problems together, and build relationships across silos. When communities have a clear purpose and strong facilitation, they become engines of collaboration and learning.

Activate or strengthen communities of practice. Such networks create spaces where employees share insights, solve problems together, and build relationships across silos. When communities have a clear purpose and strong facilitation, they become engines of collaboration and learning.

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Recognizing and rewarding contributors with monetary or tangible rewards (such as gift cards or bonuses), development opportunities (such as conferences), or additional flexibility in workdays or days off reinforces their value to the company and sustains employee engagement.

Recognizing and rewarding contributors with monetary or tangible rewards (such as gift cards or bonuses), development opportunities (such as conferences), or additional flexibility in workdays or days off reinforces their value to the company and sustains employee engagement.

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Case in point: Collins Aerospace has more than 90 active communities that reach thousands of employees, enhancing collaboration, accelerating onboarding and reskilling, and driving innovation. The communities often serve as living classrooms where learning happens naturally through dialogue and shared problem solving. While many focus on engineering disciplines—such as mechanical, electrical, and systems engineering—others span the broader enterprise, tackling topics such as change management, Lean Six Sigma, and project management.

Case in point: Collins Aerospace has more than 90 active communities that reach thousands of employees, enhancing collaboration, accelerating onboarding and reskilling, and driving innovation. The communities often serve as living classrooms where learning happens naturally through dialogue and shared problem solving. While many focus on engineering disciplines—such as mechanical, electrical, and systems engineering—others span the broader enterprise, tackling topics such as change management, Lean Six Sigma, and project management.

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Engage experts as mentors, content validators, and champions. Involving subject matter experts in validating content, participating in communities, and guiding others ensures that knowledge remains accurate and trustworthy. Their participation also signals that sharing knowledge and continuous learning is part of the organization's DNA.

Engage experts as mentors, content validators, and champions.Involving subject matter experts in validating content, participating in communities, and guiding others ensures that knowledge remains accurate and trustworthy. Their participation also signals that sharing knowledge and continuous learning is part of the organization's DNA.

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Embed knowledge and learning resources into daily workflows and digital tools. Instead of expecting staff to hunt for information, integrate playbooks, lessons learned, and expert directories into the tools workers already use. The approach makes learning more accessible and ensures the company delivers knowledge at the point when individuals are most receptive to learn and ready to apply new information in real time.

Embed knowledge and learning resources into daily workflows and digital tools. Instead of expecting staff to hunt for information, integrate playbooks, lessons learned, and expert directories into the tools workers already use. The approach makes learning more accessible and ensures the company delivers knowledge at the point when individuals are most receptive to learn and ready to apply new information in real time.

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Case in point: NASA's pause-and-learn approach brings teams together at key project milestones to capture insights, which they then share across the organization. The method adapts the US military's after-action review to create short, facilitated reflection sessions during project life cycles—not just at the end—so teams can capture what was supposed to happen versus what occurred, surface decision points and pitfalls, and quickly feed lessons into a central repository for reuse across missions.

Case in point: NASA's pause-and-learn approach brings teams together at key project milestones to capture insights, which they then share across the organization. The method adapts the US military's after-action review to create short, facilitated reflection sessions during project life cycles—not just at the end—so teams can capture what was supposed to happen versus what occurred, surface decision points and pitfalls, and quickly feed lessons into a central repository for reuse across missions.

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The process embeds reflection into the rhythm of work and emphasizes open dialogue (no rank in the room) and immediate timing while memories are fresh. A facilitator draws out key points rather than judges performance. The output includes documented actions and improvements that strengthen mission readiness and prevent repeat failures.

The process embeds reflection into the rhythm of work and emphasizes open dialogue (no rank in the room) and immediate timing while memories are fresh. A facilitator draws out key points rather than judges performance. The output includes documented actions and improvements that strengthen mission readiness and prevent repeat failures.

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By institutionalizing the approach alongside other tools and guidance for managers, NASA can retain critical context and expertise through transitions and share it across programs. Doing so turns reflection into a repeatable learning habit that measurably improves performance.

By institutionalizing the approach alongside other tools and guidance for managers, NASA can retain critical context and expertise through transitions and share it across programs. Doing so turns reflection into a repeatable learning habit that measurably improves performance.

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Reskill for AI and emerging technologies. Pairing curated knowledge with microlearning and hands-on practice enables organizations to help employees build practical skills, such as interpreting and validating AI outputs and applying new insights to their work. That combination strengthens both individual capability and organizational resilience.

Reskill for AI and emerging technologies. Pairing curated knowledge with microlearning and hands-on practice enables organizations to help employees build practical skills, such as interpreting and validating AI outputs and applying new insights to their work. That combination strengthens both individual capability and organizational resilience.

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Measure results. Linking knowledge management and learning activities to tangible outcomes (for example, faster onboarding and problem solving, fewer redundancies, and improved innovation) demonstrates value and helps build momentum. Collecting data- driven insights also enables TD to refine strategies and ensure integration efforts deliver meaningful impact for the company.

Measure results. Linking knowledge management and learning activities to tangible outcomes (for example, faster onboarding and problem solving, fewer redundancies, and improved innovation) demonstrates value and helps build momentum. Collecting data- driven insights also enables TD to refine strategies and ensure integration efforts deliver meaningful impact for the company.

How AI and technology amplify learning

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To truly capitalize on the promise of AI, look beyond the technology itself and focus on how to thoughtfully incorporate the tools into everyday work. When companies lay the groundwork with well-managed, connected knowledge, AI becomes much more than a buzzword or passing fad. It becomes a powerful engine for capturing expertise, personalizing learning, and streamlining how employees access and apply what they know.

To truly capitalize on the promise of AI, look beyond the technology itself and focus on how to thoughtfully incorporate the tools into everyday work. When companies lay the groundwork with well-managed, connected knowledge, AI becomes much more than a buzzword or passing fad. It becomes a powerful engine for capturing expertise, personalizing learning, and streamlining how employees access and apply what they know.

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Collect knowledge at scale. Using AI-powered tools to mine conversations, documents, and videos enables organizations to extract employee insights that they would otherwise lose. Imagine turning expert interviews or email exchanges into reusable knowledge resources that staff can access instantly. That capability is invaluable when deadlines are tight and expertise is limited.

Collect knowledge at scale. Using AI-powered tools to mine conversations, documents, and videos enables organizations to extract employee insights that they would otherwise lose. Imagine turning expert interviews or email exchanges into reusable knowledge resources that staff can access instantly. That capability is invaluable when deadlines are tight and expertise is limited.

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Revolutionize search and personalize learning. Instead of navigating endless files or relying on word of mouth, employees can use AI-driven search to find relevant content, connect with experts, and access learning resources tailored to their roles and needs. That will save them time and ensure that knowledge flows to the right person at the right moment.

Revolutionize search and personalize learning. Instead of navigating endless files or relying on word of mouth, employees can use AI-driven search to find relevant content, connect with experts, and access learning resources tailored to their roles and needs. That will save them time and ensure that knowledge flows to the right person at the right moment.

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Case in point: Infosys embedded AI-powered search into everyday tools—such as Microsoft Excel, enterprise search platforms, and the organization's popular collaboration tools—reducing search time by 50 percent and boosting user satisfaction by 80 percent. The AI tools also minimized knowledge loss from turnover by making expertise accessible company-wide.

Case in point: Infosys embedded AI-powered search into everyday tools—such as Microsoft Excel, enterprise search platforms, and the organization's popular collaboration tools—reducing search time by 50 percent and boosting user satisfaction by 80 percent. The AI tools also minimized knowledge loss from turnover by making expertise accessible company-wide.

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Enable proactive knowledge sharing and support. AI tools can monitor patterns in employee questions, workflow bottlenecks, or frequently accessed resources, and then proactively suggest relevant content, connect staff with experts, or trigger reminders for critical learning activities. That can help TD anticipate needs and deliver support before issues arise, creating a more responsive and adaptive learning environment.

Enable proactive knowledge sharing and support. AI tools can monitor patterns in employee questions, workflow bottlenecks, or frequently accessed resources, and then proactively suggest relevant content, connect staff with experts, or trigger reminders for critical learning activities. That can help TD anticipate needs and deliver support before issues arise, creating a more responsive and adaptive learning environment.

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The takeaway is to be intentional and start with small experiments. Pilot AI tools in targeted workflows such as onboarding or compliance training, and combine the technology with an expert validation process to maintain trust in the outputs. AI tools become a powerful enabler that expand the impact of knowledge management and learning and drive both efficiency and innovation.

The takeaway is to be intentional and start with small experiments. Pilot AI tools in targeted workflows such as onboarding or compliance training, and combine the technology with an expert validation process to maintain trust in the outputs. AI tools become a powerful enabler that expand the impact of knowledge management and learning and drive both efficiency and innovation.

From knowing to doing

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Integrating knowledge management and learning entails starting with focused, practical steps. Piloting a lessons-learned program, launching a community of practice, or embedding knowledge resources into a single workflow can quickly demonstrate value and build momentum. As those efforts take hold, share early successes and recognize contributors to encourage broader participation and help foster a culture of continuous improvement.

Integrating knowledge management and learning entails starting with focused, practical steps. Piloting a lessons-learned program, launching a community of practice, or embedding knowledge resources into a single workflow can quickly demonstrate value and build momentum. As those efforts take hold, share early successes and recognize contributors to encourage broader participation and help foster a culture of continuous improvement.

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Ultimately, the organizations that thrive will be the ones that treat knowledge as a strategic asset and empower staff to learn in the flow of work. By connecting what your company knows to how your workforce learns, you lay the groundwork for resilience, innovation, and sustainable advantage.

Ultimately, the organizations that thrive will be the ones that treat knowledge as a strategic asset and empower staff to learn in the flow of work. By connecting what your company knows to how your workforce learns, you lay the groundwork for resilience, innovation, and sustainable advantage.

Knowledge-Gathering Interview Process

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A structured interview is one of the most effective techniques for capturing critical knowledge from subject matter experts, especially when preparing for retirements, role transitions, or building learning resources. The goal is to systematically elicit tacit knowledge (insights, tips, experiences, and decision-making logic) that rarely appear in formal documentation.

A structured interview is one of the most effective techniques for capturing critical knowledge from subject matter experts, especially when preparing for retirements, role transitions, or building learning resources. The goal is to systematically elicit tacit knowledge (insights, tips, experiences, and decision-making logic) that rarely appear in formal documentation.

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Plan the interview. Identify the scope of knowledge you need (for example, processes, troubleshooting steps, and lessons learned) and develop a question set that moves from general to specific. Questions should cover:

Plan the interview. Identify the scope of knowledge you need (for example, processes, troubleshooting steps, and lessons learned) and develop a question set that moves from general to specific. Questions should cover:

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  Context (for example, "What is the purpose of this process or task?")

  Context (for example, "What is the purpose of this process or task?")

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  Critical steps (such as "What steps are essential for success?")

  Critical steps (such as "What steps are essential for success?")

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  Decision points (for instance, "What factors influence your choices?")

  Decision points (for instance, "What factors influence your choices?")

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  Common pitfalls (such as "What mistakes should others avoid?")

  Common pitfalls (such as "What mistakes should others avoid?")

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  Tips and shortcuts (for example, "What do you know now that you wish you had known earlier?")

  Tips and shortcuts (for example, "What do you know now that you wish you had known earlier?")

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Create a comfortable environment. Explain the purpose of the interview and how the company will use the knowledge (such as onboarding guides, job aids, or learning modules). That builds trust and encourages openness.

Create a comfortable environment. Explain the purpose of the interview and how the company will use the knowledge (such as onboarding guides, job aids, or learning modules). That builds trust and encourages openness.

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Record the conversation (with permission) and take notes. Use probing questions to clarify details and ask for examples that illustrate key points. Avoid yes-or-no questions and focus on how and why.

Record the conversation (with permission) and take notes. Use probing questions to clarify details and ask for examples that illustrate key points. Avoid yes-or-no questions and focus on how and why.

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Validate and organize the output. Summarize the details into structured formats such as process maps, checklists, or frequently asked questions, and share with the expert for review. Doing so ensures accuracy and creates reusable knowledge assets that can feed into learning programs and knowledge repositories.

Validate and organize the output. Summarize the details into structured formats such as process maps, checklists, or frequently asked questions, and share with the expert for review. Doing so ensures accuracy and creates reusable knowledge assets that can feed into learning programs and knowledge repositories.