INSIGHT ‘‘
Hélène Russell is a KM consultant at TheKnowledgeBusiness and Chair of the K&IM SIG.
K&IM Matters
Stewards of memory K
NOWLEDGE flows through every project, every conversation, every decision, yet much of it is as fragile as memory itself. Often, behind the scenes, Knowledge Managers act as stewards of this memory, working quietly to preserve the expertise and collective learning that underpin success, but their role is noticed only when gaps begin to show and hard-earned knowledge slips beyond reach.
The value of organisational memory The organisational memory is more than an archive of documents or a collection of databases. It is the sum of individual expertise, institutional history, unwritten nous and processes, and the culture that shapes decision-making. When this memory is lost, organisations find themselves repeating mistakes, reinventing the wheel, and struggling to maintain continuity, let alone improve competitiveness and profitability. Knowledge loss can be sudden, when a key or niche member of staff leaves unexpectedly, but more often it occurs in small, almost imperceptible ways: a retirement here, a reorganisation there, an abandoned system, an undocumented project. Over time, these combine to turn small cracks into wide chasms. Knowledge Managers play a crucial role in preventing this slow erosion, but their efforts are often invisible until the impact of loss becomes painfully clear.
The hidden work of Knowledge Managers Knowledge Managers often work behind the scenes to ensure that vital knowledge is created, captured, curated, and made accessible. Their work includes designing systems for storing information, facilitating communities of practice, mentoring staff on knowledge sharing, and developing projects and processes to capture tacit knowledge (the insights and expertise that are difficult to document but crucial to preserve). A successful knowledge retention strategy means that problems are avoided before they become crises. When systems run smoothly and information and knowledge are easy to find, it can seem effortless, but that effortlessness is the product of careful planning, sustained advocacy, ongoing maintenance, and extensive experience in knowledge management.
Knowledge Managers also act as connectors, linking people 20 INFORMATION PROFESSIONAL
Knowledge managers are stewards not only of memory but of potential. Their work ensures that organisations remain connected to their own histories while staying agile enough to meet the challenges ahead.
In the hidden role of the Knowledge Manager involved with the urgency of daily operations, organisations rarely pause to ask: are we safeguarding what we know?
with information and expertise across silos and generations. In this sense, they are not only guardians of the past but enablers of future learning and innovation. By keeping memory alive and dynamic, they create a bridge between yesterday’s lessons and tomorrow’s opportunities.
Recognising the cost of being overlooked When knowledge stewardship is undervalued, organisations take a significant risk. Without proper support and resourcing, critical knowledge initiatives falter, and key expertise may be lost without warning. Often, it is only after a wave of retirements or a major organisational shift that the true cost of knowledge loss becomes evident, by which time recovery is difficult and expensive.
Investing in knowledge management is an investment in resilience as well as innovation. It acknowledges that knowledge is not a static asset but a living, evolving resource that must be nurtured and protected, and, if cultivated, can foster new growth, strengthen the foundations of expertise, and sustain the organisation’s capacity for future innovation.
Building a culture of knowledge stewardship True knowledge retention is not the responsibility of a single department or individual: it requires a culture where the creation, sharing, and preservation of knowledge are valued by everyone. Knowledge Managers can lay the groundwork by providing the tools, frameworks, and encouragement, but lasting success depends on widespread engagement. Leaders who champion knowledge initiatives, employees who contribute their expertise, and teams that prioritise collective learning all play vital roles. Building this culture takes time and intention, but the reward is an organisation resilient enough to adapt, innovate, and grow even as people and circumstances change.
Stewards of the future
Knowledge Managers are stewards not only of memory but of potential. Their work ensures that organisations remain connected to their own histories while staying agile enough to meet the challenges ahead. Recognising, supporting, and celebrating this hidden role is essential if we want our institutions to thrive, not just today but for years to come. In recognising their quiet stewardship, we invest not only in preserving our past but in securing our future. IP
Summer 2025
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