AWWA JAW70910

Most utility managers are aware that operational reliability is threatened by the loss of knowledgeable, experienced staff members - many of whom are Baby Boomers. Typically, utilities have weak processes for knowledge capture, knowledge management, and transfer, and they have relied on the knowledge of experienced staff members rather than documentation or training programs. Additionally, most utility managers are not well-versed in either knowledge preparedness or information technology (IT). As a result, they aren't sure where to begin in terms of using IT as a tool to help address the challenge. IT offers a variety of tools to help upgrade the processes of knowledge capture, management, and transfer. None of the tools are magic, but they can help if the time, money, energy, and thought required are invested to plan and implement IT projects in a coordinated, comprehensive way. The information that is presented in this article will provide managers with both specific ideas and general guidelines on the type of investments they need to make in order to ensure that employees in mission-critical categories have the information they need so they can produce quality work.