Improving Findability with a Knowledge Flow Framework at Shopify

Faced with content findability challenges throughout the business, it would have been easy for Shopify to look for a shiny new tool to fix all its KM problems. Instead, the organization implemented a knowledge flow framework and self-service resources that empowered teams to better organize their knowledge repositories. At APQC’s 2022 Process and Knowledge Management Conference, Caroline Thompson and Tessa Lionheart shared insights from Shopify’s KM improvement journey, including the organization’s new knowledge flow framework and its approach to building and sustaining momentum for KM improvements across the enterprise.

This is a summary of the session; click here for a copy of the presentation.