Knowledge stewardship
Knowledge is a resource the organization owns, not an individual; however, an individual could be responsible for managing and maintaining knowledge resources. Knowledge-management best practices suggest you should assign a steward for each article and resource in your knowledge-management repository. Knowledge stewardship is a similar concept to data stewardship your company already uses to manage sales data, customer records, financial data, etc.
The steward is responsible for both the content of the knowledge resource as well as managing who is permitted to access it. In some organizations, subject-matter experts or members of the support team are assigned as stewards of knowledge resources. In other organizations, knowledge stewardship is a separate role. There are benefits and drawbacks to either option, but what is important is that the role is clearly understood, and someone is accountable.
Knowledge management is the capture of individual and available pieces of information and organizing them, so others can benefit. Leveraging knowledge-management best practices can help your company more efficiently capture your available knowledge resources, manage knowledge as a company asset and use knowledge to improve the quality and performance of your support operations.