Posted On: November 25, 2020


Open source knowledge management: A trespass or a healthy interaction?

12 mins read


Looking for an open source knowledge management software? If the answer is yes, you might be on a path to misplace your funds. The expenditure in setting up an open source KM is higher than the cost of securing a hosted knowledge management software with benefits beyond your count.

Imagine having a bakery… you serve the town’s best cookies! You want the people to know more and more about you. A way to do the same is to organize a sale or to run extensive advertisements. But would you go for letting people come to you, and take your cookie at whatever price they want or just walk out for free?

The answer is NO!

Wanting to clear stocks might be a dream but running a charity show in name of business is neither profit, not traffic. Setting up a serial order of set procedures to be followed while placing an inquiry or making a purchase is thus essential not just for bakery business but for all businesses at all times. These procedures require simplicity yet safety of data entered. It is the first step of building an image and gaining public trust.

What is open source knowledge base?

Open source knowledge management is a free platform that provides the users with all the information and data needed. It does not involve minute tracking or even reading the visitors for that matter. Open source knowledge management is not always essentially free. Some versions might be paid as well.

However, biggest ease as well gravest challenge faced in the use of open source knowledge platforms is: it is easily accessible to all and it can be edited by anyone. The knowledge you want your team to have is good if easily communicable but is hazardous when the flow of this communication is uncontrollable.

Use of open source knowledge management for internal communications

The feature that allows ease of access and unmonitored editing of content over the platform makes it easy for enterprises to deploy this mechanism for internal team updates and regular conversations. It is more like a bulletin that can be erased and re-written by all passes by. It is almost like a self service platform for all teams, departments, groups, processes, and branches to mutually update the organization and quickly pass on information without complex formalities, approvals, and wait time.

While each employee might have a sense of ownership and shall take responsibility; it is difficult to maintain a log of communication in the old “who said to whom and when” format.

This might ultimately make employees feel unnecessarily blamed for incorrect postings done and lose confidence. It might even become the trigger for their lost interest in jobs owing to faulty communications.

Top 4 benefits of open source knowledge management

Free versions available

Open source knowledge management has its free versions. You can hire your own team of technical and coding experts to add new features or to code the program in accordance with your usage. However, such features give a limitation of smooth operation, thus backfiring.

Flexible integrations

Since you are at complete freedom to tweak the codes and make the app function at your will, it can be integrated with other softwares too. You can reduce the number of apps or softwares being used. You still, however, would require API to make them all functional.

Easy to host

Each time you have a software crisis to deal with, all you can think of is the tiring journey of mail threads to and fro; registering the complaints, deriving resolutions, and implementing them. With this open source knowledge base, you can have your own team hosting the software as required without worrying about security and services.

Internal communication

Limited bandwidth to operation handling capacity and a wide berth for coding makes open source knowledge base softwares a perfect fit for internal team communications. This helps in free and customized working of the platform in accordance with team needs. Communication becomes easy, swift, and unhindered.

Top 3 disadvantages of open source knowledge management

Malicious usage

While speaking that open source knowledge management software allows access to source codes publicly for use and tweaks; we also say that it is vulnerable as the malicious mindsets might use the codes for plagiarism and to induce bugs and rupture the functioning.

Not user friendly for large scale commercial activities

Large scale operations involve multi hierarchy teams. Each grade of employees has its own understanding of the operations, markets, understanding of the product, etc. Open source knowledge base is suitable for smaller rings of operations as the complexity of tasks is minimal, unlike large scale operations.

Absence of instant customer support

The users of any platform are not just the end market users but also clients, agents, managers, and employees of an organization. Many times, the agents or the employees; while using the software encounter a problem and need support teams to their rescue as organizational operations can’t wait to get in queue for support availability. Instant support is unavailable but extremely essential.

Difference between open source knowledge management and SaaS KM

SaaS knowledge management are created and regularly innovated according to the current industry norms thus making functioning easy and eliminating risk of corrupt or bugged free version codes.

The limit on customization does not impose limit on creativity of the content creator; it rather lays out more professional approaches over coder’s choice of appearance.

While traffic and usage of open source softwares get limited by the number of people operating at once, no such limit is imposed on the use of SaaS knowledge base.

Internal communication in an organization requires free air and uninhibited flow of information that is supported by open source knowledge management software in giving real time data analytics for sub groups of the teams; SaaS software on the other hand can do the same function but require a bit of pre-set up with user ID and access grants to control the viewership and extent of sensitive information.

Open source knowledge management platforms: never an enterprise choice

Enterprises, whether functioning on a small scale or a large scale, stand in ardent need for a stable platform. Open sources have publicly available codes making the information shared vulnerable to abhorrent eyes. Modern knowledge management softwares like Knowmax are capable of integrating with your existing softwares and provide countless services like LMS, CMS, DMS, CRM, analytics, feedback, etc., and work smoothly with unlimited load due to its cloud functioning presence.

Such features not just help you scale your ROI and CX metrics, it also is pivotal in earning agent satisfaction (A-SAT) and enhance customer satisfaction (CX) as well as employee loyalty to take you through long runs of market’s high and dry.

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