Embedding Knowledge Sharing into the DNA of Digital Workplaces

Introduction

The recent revamp of Services Australia’s intranet underscores a widespread challenge: fragmented internal information access hampers effective knowledge sharing and risks the proliferation of silos. Organisations must ensure their digital workplaces foster seamless access to both explicit and tacit knowledge, embedding knowledge sharing into their culture and operations. This insight post draws on the Services Australia case and broader industry practices to outline how organisations can build robust knowledge bases, surface tacit insights, and make information access part of their DNA.

The Challenge of Fragmented Information

Services Australia found its SharePoint-based intranet competing with myriad local sites, newsletters and social platforms; staff were overwhelmed by duplication and information overload. This scenario mirrors common pitfalls: when teams curate information independently, inconsistencies arise and critical knowledge becomes siloed. Fragmentation undermines decision-making; leaders lack a holistic view and frontline staff struggle to locate up-to-date guidance or lessons learned. Organisations must recognise that decentralised curation without central governance often compounds silos rather than empowers teams.

The Role of Tacit Knowledge

Beyond documented procedures and FAQs, tacit knowledge—insights, heuristics and context held by individuals—represents a vital asset. If left uncaptured, tacit knowledge evaporates when people change roles or exit; this jeopardises continuity and innovation. Industry thought pieces highlight that effective knowledge management must include mechanisms for capturing experiential insights, such as structured communities of practice, mentorship programs and collaborative forums.

Embedding spaces where practitioners share stories of what worked, pitfalls encountered and contextual nuances enables organisations to surface deep expertise that formal documents alone cannot convey.

Building and Evolving Knowledge Bases

A central, accessible knowledge repository with clear taxonomy and governance provides the foundation for explicit knowledge sharing; however, it must integrate with collaboration tools and workflows to remain relevant. Modern intranet designs emphasise personalised content delivery, AI-enabled search and integration with productivity platforms, ensuring knowledge surfaces where and when it’s needed.

Best practices include:

• Establishing a unified content platform that connects documents, wikis, discussion threads and multimedia resources;
• Leveraging metadata and taxonomy aligned to organisational domains, roles and processes;
• Integrating AI capabilities (e.g., semantic search, recommendations) to help users discover relevant content without manual curation;
• Enabling easy contribution and updating by subject‑matter experts, with lightweight editorial workflows to maintain quality and relevance.

Organisations should plan for continuous evolution; as new projects, policies or technologies emerge, knowledge bases must adapt rather than ossify.

Embedding Knowledge Sharing into Organisational DNA

Technology alone does not guarantee knowledge flow; culture, incentives and governance are equally crucial. Change management efforts must encourage active participation; leaders should model knowledge-sharing behaviours and recognise contributions publicly.

Strategies include:

• Creating communities of practice or interest groups that meet regularly—virtually or in person—to exchange insights and update collective knowledge;
• Incorporating knowledge-sharing objectives into performance metrics and development goals;
• Providing training on effective documentation, storytelling techniques and use of collaboration platforms;
• Establishing moderation and curation roles to guide content quality, prevent duplication and ensure discoverability;
• Fostering psychological safety so individuals feel comfortable sharing learnings from failures as well as successes.

When knowledge sharing is woven into role expectations and recognised as part of daily workflows, it becomes self‑sustaining rather than a sporadic initiative.

Actionable Strategies for Geode Solutions Clients

Drawing lessons from Services Australia and industry trends, organisations can adopt the following steps to strengthen knowledge sharing and prevent silo formation:

1. Conduct a Knowledge Landscape Audit

• Map existing sources of information (intranets, team sites, wikis, chat channels, newsletters);
• Identify overlaps, gaps and areas of fragmentation;
• Engage diverse cohorts (e.g., frontline staff, executives, specialists) to understand how and where they seek information.

2. Define Clear Taxonomy and Governance

• Develop a taxonomy aligned to organisational functions, domains and user roles;
• Establish governance structures with designated stewards for key knowledge areas;
• Set guidelines on content creation, review cycles and retirement of outdated materials to maintain trust in the repository.

3. Implement Integrated, Personalised Platforms

• Leverage platforms (e.g., M365 SharePoint, dedicated knowledge management systems) with personalization and targeting capabilities;
• Integrate AI-driven search and recommendation engines to reduce manual searching;
• Embed knowledge links into workflows and tools that staff use daily.

4. Capture and Share Tacit Knowledge

• Facilitate structured forums (forums, Q&A sessions, “ask-me-anything” events) for experts to share insights;
• Use storytelling formats—case studies, “lessons learned” briefs, video interviews—to document nuanced experiences;
• Encourage mentoring and peer-shadowing programs to surface contextual know-how.

5. Embed Knowledge Sharing in Culture and Processes

• Align knowledge-sharing behaviours with leadership messaging;
• Recognise and reward contributions through visible acknowledgments or career development incentives;
• Incorporate knowledge-sharing checkpoints into project workflows (e.g., retrospectives that feed into the knowledge base).

6. Pilot, Test and Iterate

• Run alpha/beta tests with representative cohorts to gather feedback on usability and information architecture;
• Monitor usage patterns, search queries and feedback to identify pain points;
• Balance out-of-the-box capabilities with targeted customisations where necessary.

7. Leverage Emerging Technologies

• Evaluate AI assistants (e.g., Copilot integrations) to enhance searchability and content summarisation;
• Explore semantic knowledge graphs to map relationships between concepts, people and projects;
• Consider features like dark mode, accessibility enhancements and mobile access to meet diverse user needs.

Measuring and Sustaining Knowledge Sharing

Effective measurement ensures value and guides ongoing improvements.

Approaches include:

• Usage Metrics: Track search success rates, page views, time to find information, and active contributors;
• Qualitative Feedback: Use surveys or focus groups to gather insights on satisfaction and unmet needs;
• Impact Metrics: Link knowledge-sharing activities to outcomes like faster onboarding, innovation rate or reduced duplication;
• Governance Reviews: Periodically assess taxonomy, content health and stewardship roles;
• Feedback Loops: Create easy ways for users to suggest improvements and flag issues.

Conclusion

Fragmented information landscapes erode organisational agility, hinder collaboration and risk loss of critical tacit insights. The Services Australia intranet revamp exemplifies a strategic, user-centred approach: auditing fragmentation, personalising content, testing with cohorts and planning for AI enhancements. For Geode Solutions clients, embedding knowledge sharing into the organisation’s DNA requires aligned technology, robust governance, cultural incentives and continuous iteration.

By capturing both explicit documentation and tacit insights, leveraging integrated platforms with AI-enabled search, and fostering a culture of sharing, organisations can transform knowledge into a competitive advantage and safeguard against silo proliferation.