Tribal knowledge, a term deeply rooted within the corporate and organizational context, refers to the unwritten, unspoken wisdom that permeates the halls of a company, known to those within but often elusive to outsiders. 

This knowledge encompasses the nuanced practices, procedures, and norms that shape the very culture and operational effectiveness of an organization. It results from years of accumulated experience, informal mentorship, and day-to-day interactions among employees, leading to a rich tapestry of vital yet undocumented insights​​​​.

Tribal Knowledge in Action

Tribal knowledge in action can manifest in various forms within organizations, often deeply ingrained in the day-to-day operations and culture. Here are some examples that might resonate with many working in organizations:

Problem-solving techniques: 

Imagine a seasoned employee who, over the years, has developed a unique method for troubleshooting a recurrent technical glitch in the company's software. This method is highly effective but has never been formally documented or shared in training sessions. New employees facing this glitch might spend hours or even days trying to resolve it, while the seasoned employee can fix it in minutes.

Client interaction protocols: 

There might be unwritten rules about dealing with specific clients in sales or client services based on past experiences. For instance, a particular client might prefer informal check-ins rather than formal meetings or value receiving brief, bullet-point updates over detailed reports. This nuanced understanding of client preferences, developed through years of interaction, can significantly impact client satisfaction and retention but might not be captured in any CRM system.

Operational shortcuts: 

Workers might develop more efficient ways to set up machinery, organize workflows, or manage inventory that deviates from the official procedures in manufacturing or operational settings. These shortcuts, born from hands-on experience, can lead to significant time and cost savings but are often passed down only through word-of-mouth or observed behavior.

Cultural nuances: 

Every organization has its unique culture, which includes how decisions are made, how meetings are run, or how achievements are celebrated. For example, an organization might have an unspoken rule that all major decisions are made in informal pre-meeting discussions rather than in official meetings. Newcomers unaware of this nuance might find their well-prepared presentations and arguments falling on deaf ears because the real decision-making happened elsewhere.

Software workarounds: 

In many organizations, employees find workarounds for software limitations or develop unique uses for tools not covered in official training materials. For instance, an employee might discover that a combination of features in a project management tool can automate a tedious manual process, significantly improving efficiency for those aware of the trick.

Creation of Tribal Knowledge

The creation and perpetuation of tribal knowledge are organic processes built through the continuous exchange of ideas, on-the-job training, and mentorship that happens almost invisibly within the workplace. 

However, this knowledge's implicit nature presents a double-edged sword. On one hand, it is a repository of invaluable insights and shortcuts that contribute to a company's efficiency and competitive edge. On the other, it's vulnerable to being lost in translation—or worse, lost altogether with employee turnover, leading to potential operational inefficiencies and the reinvention of the wheel by successive generations of employees.

Tribal knowledge is built from actual hands-on experience and is predicated on the practical aspects of getting things done. With its complexities and unpredictable nature, the real world often defies the rigid frameworks of formal rules and procedures. 

While these rules can serve as essential guidelines, the nuances of real-world applications require creativity, adaptation, and innovation. Tribal knowledge bridges the gap between formal structures and the dynamic needs of everyday operations.

This precious experience represents the collective learnings and adaptations employees have developed to navigate the unique challenges and opportunities within their work environment. 

Therefore, recognizing, preserving, and disseminating tribal knowledge safeguards organizational memory and empowers future employees to build upon a solid foundation of proven practices and insights.

How to Protect Tribal Knowledge?

Protecting and preserving tribal knowledge in organizations involves a multi-faceted approach that includes documentation, establishing a knowledge-sharing culture, using technology, and implementing structured processes.

Documentation and knowledge management

Documenting tribal knowledge is a foundational step in preserving it. This involves creating detailed records of processes, best practices, and expert insights. Organizations can utilize various methods for documentation, such as developing standard operating procedures, playbooks, how-to guides, and formal training materials​​. Diagramming tools can also effectively outline specific procedures and processes, formalizing important knowledge and making it transparent and accessible in digital formats​​.

Encouraging a culture of knowledge-sharing

Fostering a culture where knowledge sharing is valued and encouraged is crucial. This can be achieved by creating cross-functional teams, implementing mentorship programs, and recognizing and rewarding employees who actively share their expertise. Encouraging seasoned employees to host workshops, brown bag lunch sessions, or knowledge-sharing events can also help capture and disseminate tribal knowledge within the organization​​.

Utilizing technology

Knowledge management software, collaboration tools, and digital archives are platforms for capturing, storing, and sharing tribal knowledge. These technologies facilitate the creation of a collaborative environment and provide a single source of truth (SSoT) for knowledge and information within the organization. They make it easier for employees to access and share knowledge, thus preventing the siloing of information​​​​.

Structured knowledge capture process

Developing a structured approach to capturing tribal knowledge is necessary. This might involve regular interviews with employees, knowledge capture workshops, or using a platform dedicated to knowledge sharing. Assigning specific roles and responsibilities for knowledge sharing within the organization, such as a knowledge management team or a sharing coordinator, can help ensure that tribal knowledge is systematically captured and shared​​.

Interviews also help identify gaps in the documentation where tribal knowledge may still be undocumented. Training programs are also essential to educate all employees on the importance of knowledge sharing, how to capture tribal knowledge and the best practices for documenting and disseminating this knowledge effectively​​.

Preserving Tribal Knowledge with Akooda

Akooda offers a comprehensive platform designed to enhance operational intelligence within organizations. It facilitates easy access, viewing, and analysis of a company's internal dynamics and critical data. 

Features include a tailored feed for tracking organizational focus, a directory to navigate company knowledge, a universal search across all apps for relevant answers, analytics for unlocking business intelligence, and premium dashboards for insightful reports and analysis. 

These features collectively support the capturing and utilization of tribal knowledge by improving search relevance through continuous training on a company's unique language and context​​.