- September 27, 2012
- Member: FREE
To design effective tools and approaches for knowledge sharing and collaboration, a knowledge management (KM) team must understand the needs of rank-and-file employees. Scenario planning is one tool that can be used to gain insight into a KM program’s internal customers, how they approach knowledge-related tasks, and the challenges they face in their everyday work. APQC recommends that KM teams run through relevant scenarios to determine the right audiences for current KM approaches and identify gaps where new capabilities may be needed.
This document contains an example of a KM use case scenario completed with APQC’s use case scenario template. The example profiles a new hire trying to build relationships with colleagues and navigate the complexities of a large organization.