Knowledge. Credit union employees – whether on the frontline or in the back office – need it every day, hundreds of times a day, to do their jobs. The challenge – 91% of credit unions report issues managing knowledge, and 64% report their staff would rather ask others than actually find it themselves.

1. Let’s find you an answer…
Mastering
Knowledge
Management at Your
Credit Union
October 7, 2020

2. Today’s Speakers
Natasha Bazil
Customer Success Manager
Caroline Platkiewicz
Insights Manager
Kendall Sebastian
Knowledge Management
Consultant

3. SilverCloud: Knowledge Management Built for
Banking
✓ Automate the creation, management and delivery of
knowledge
✓ Empower your employees & members with consistent, reliable
information at their fingertips
24/7 Automated
Customer Support
Web-Based
Procedure &
Knowledge
Management

4. Agenda
State of Knowledge Management
Knowledge Management Best Practices
Real Success Stories
Tools for Mastering Knowledge Management

5. Let’s Warm Up!

6. Your credit union is needed now more than
ever
✓ Record mortgage applications &
lending, refinance, etc.
✓ Record call volumes
✓ Demand for greater digital
service

7. The impact? Asking more of your
employees
✓ Employees transferred among depts.
✓ Need for training has increased
✓ Training Challenge: Little-to-no time &
it’s different
✓ Employee satisfaction & retention at
stake
✓ Bottom Line: Member Satisfaction

8. Consistency
Speed
Usability
The Key to adapting is KNOWLEDGE
Accessibility

10. Fractured Employee Experience for Finding
Info
Branch Ops Compliance Contact CenterLoan Processing

11. Understanding Your Employee
Experience
78% access info via intranet / web portal
64% employees ask their co-workers
Source: Strategic Contact Survey, Aug 2020
91% of FIs report issues managing knowledge!

12. As learned from 200+ Financial Institutions
5 Best Practices for
Knowledge Management

13. Use Data & Feedback to Optimize
5 Best Practices to Master Knowledge
Management
Assign Ownership
Continuous Progress vs. One-time Project
Crawl, Walk, Run, Fly
Foster Strong Employee Adoption
2
3
1
4
5

14. Continuous Progress vs. One-time Project
Approach knowledge management as ongoing, continuous
progress
Project vs. Progress Analogy
Vs.
1

15. Continuous Progress vs. One-time Project
Approach knowledge management as ongoing, continuous
progress
1
Kendall Sebastian
Knowledge Management
Consultant
✓ Why it Matters:
✓ Expectation setting
✓ Executive buy-in
✓ All hands-on-deck
✓ Organizational mindset shift

16. Continuous Progress vs. One-time Project
Approach knowledge management as ongoing, continuous
progress
1

17. Crawl → Walk → Run → Fly
Use a phased approach
Crawl Walk Run Fly
2

18. Crawl → Walk → Run → Fly
Use a phased approach
2
Natasha Bazil
Customer Success Manager
✓ Accept content won’t be perfect
✓ Iterative process
✓ Minimize level of effort
✓ Streamline creation & process of workflow
improvement
✓ Incremental focus on 1-2 groups
Keys to Success

19. ✓ Incremental focus on 1 or 2 functional groups at a
time
✓ Start with high-impact SMEs or early adopter group
✓ Opportunity for process & workflow improvements
(recognize, don’t solve right away)
✓ Ensure content is organized & reviewed before each
phase of content is released
Crawl → Walk → Run → Fly
What setting realistic expectations looks like
2

20. ✓ Sets realistic expectations
✓ Breaks large initiative into manageable phases
✓ Course correct along the way
✓ Gradual rollout to whole institution
✓Start seeing value sooner
Crawl → Walk → Run → Fly
Why it matters
2

21. Assign Ownership
Set precedent with content ownership, structure, and approval3
What it looks like:
✓ Could be one person or team
✓ Consistent conventions (titles,
formatting)
✓ Central content architecture
✓ Established approval processes &
workflows

22. Assign Ownership
Why it’s important3
✓ Ownership is Twofold:
1) Owner(s) of content
2) Entity responsible for overall management of
the KB (i.e. administrator)
Kendall Sebastian
Knowledge Management
Consultant

23. Assign Ownership
Set precedent with content ownership, structure, and approval3

24. Assign Ownership
Set precedent with content ownership, structure, and approval
Why it Matters:
✓ Creates consistency
✓ Predictability
✓ Optimizing Search Engine (SEO)
✓ Built-in approval process
✓ Supports cross-departmental usage
3

25. Foster Strong Employee Adoption
Ideate Inform
Educate
& Train
Launch
Positive
Reinforcemen
t
4

26. Foster Strong Employee Adoption
What it looks like:
✓ Naming contest
✓ Launch games (Scavenger Hunt)
✓ Training program
✓ Communications Plan
4

27. Foster Strong Employee Adoption
✓ Drive awareness & excitement
4
Natasha Bazil
Customer Success Manager
✓ Plug the platform!
✓ Incentivize continued feedback
✓ Prompt & timely response
✓ Training Station
How to achieve it:

28. Foster Strong Employee Adoption
Why it Matters:
✓ Builds excitement
✓ Increases awareness
✓ Positive reinforcement = more usage
✓ Establishes “one source of truth”
4

29. Use Feedback & Data to Optimize
Solicit employee feedback, incorporate their expertise
5
What it looks like:
✓ Soliciting employee feedback
regularly
✓ Collecting & reviewing data
✓ Usage analysis

30. Use Feedback & Data to Optimize
Solicit employee feedback, incorporate their expertise
5
Why it Matters:
✓ Continuous improvement
✓ Helps identify errors, gaps, duplicity,
etc.
✓ Incorporates employees (again)
Kendall Sebastian
Knowledge Management
Consultant

31. Use Feedback & Data to Optimize5

32. FIs that have mastered knowledge management
Real Success
Stories

33. Success Story
Mandy Hubbard,
Learning Strategist
Brittany Wehner,
Employee Success
Specialist
Mastered the following best practices:
• Approach as ongoing progress vs. one-time
project
• Incorporate employee feedback
• Strong employee adoption
• Executive support
• “We need your help to make this great”

34. Success Story
“We recognized we needed to
create a very big mind shift among
employees to be able to look for
information themselves…
…A shift to becoming more self-
reliant. As a result, employees are
more willing to search and are
finding information quicker.”
Mandy Hubbard,
Learning Strategist
Brittany Wehner,
Employee Success
Specialist

35. Success Story
Sue Stickney,
Operations
Coordinator
• Got employee buy-in early in the process
• Built excitement “something big is coming”
• Employees involved in naming of KB
• Made it fun (games, contests, video teasers)

36. Success Story
"I am not sure what we would have done
without SilverCloud in the time of Covid-
19. With most of HQ staff working
remotely and a portion of our branch staff
talking call center calls, having this tool that
staff can use as a resource when they are
out of their comfort zone has been
priceless. It has also pushed for
departments to make sure their content is
published and up to date. I can't imagine
how it would have looked with the old
school online manuals we used."
Sue Stickney,
Operations
Coordinator

37. Success Story
Stephanie Baily,
Training
Coordinator
• Established clear ownership
• Employee feedback loop
• Strong adoption
• Collective improvement of the knowledge
base

38. Success Story
Stephanie Baily,
Training
Coordinator
"As a trainer, it’s extremely important for
me to start new employees off by using
our knowledge base platform.
We use a fun scavenger hunt to help get
new employees familiar with it. This also
helps them understand what keywords will
render the materials they need for their
daily tasks. That helps them learn how to
navigate the platform and get familiar with
how it will benefit them for the specific jobs
they are doing.”

39. Delivering Better Employee Experiences

40. SilverCloud Employee Support
The knowledge management solution made for banking
✓ Create a single source of truth that is easy to
manage and maintain
✓ Live in 90 days
✓ Ensure compliance and audit history with robust
banking-specific tools
Information made easy to find &
manage
✓ Empower your staff with consistent, easy to find
and follow policies and procedures
“The ability to keep the credit union updated on procedures, documents,
and information in one place that can be continuously updated is
invaluable. SilverCloud has improved our efficiency and knowledge
exponentially.”

41. Knowledge Management Resources
Download Resources at silvercloudinc.com

42. Questions?
Overview of SilverCloud’s knowledge management solution
Ultimate Guide to Fixing Your Policies & Procedures
Copy of Knowledge Base Evaluation
A
B
C
Next Steps: Takeaways for your credit
union

43. Questions?
Learn More
&
Download Resources at
SilverCloudinc.com
Questions?
cplatkiewicz@silvercloudinc.com