Several credit unions have recognized the benefits of digital
knowledge management. While there are various types of technolgy available
to suit the different needs of credit unions, each creates a central, searchable
repository of information that is easily accessible for employees or members.
These strategies increase employee productivity and member satisfaction by making
relevant information more easily accessible.
Improving Member Service
allow employees to find internal processes and product information quickly,
providing better member service through all available channels. Members can
bases to answer their own questions 24-7, thus also improving self-service.
"We e-mail our staff once a week publishing success stories to reinforce the
notion that members like and use the technology," said Larry Biernacki, senior
vice president of lending at San Antonio Federal Credit Union with $1.7 billion
Increasing Employee Productivity
Credit union employees can edit content in corporate
portals without having to submit a query to the IT department. As a result,
many credit unions have transferred responsibilities to each department, decreasing
the dependency on the IT department.
State Employees Credit Union in Lansing, MI, with $750 million in assets assigned
accountability to a different employee for every page on its corporate portal
intranet. The individual is identified at the top of every page and lists appropriate
Delivering Current Information
Unlike printed materials, information provided digitally through a knowledge
base, intranet, or corporate portal can be easily altered and kept up-to-date.
This helps assure greater accuracy and allows for content to evolve as needed.
Perfect Circle Credit Union in Hagerstown, IN with $47 million in assets motivated
their employees with incentives to continually assure that they were delivering
accurate, current information to staff and members.
"We have a contest with employees -- if you find an error you get one dollar.
We give away approximately twenty dollars per quarter due to employees being
proactive and alerting the appropriate personnel when they spot an error," commented
Jonathon Hull, manager of information technology.
There are three primary types of digital knowledge management strategies: automated
advice, corporate portals and knowledge bases. If you are interested in learning
more about each strategy and which fits the needs of your credit union, Callahan
& Associates, Inc. just released a comprehensive Market Update on Digital
Knowledge Management Strategies. For more information, click