Creating, sharing and using knowledge is essential to the delivery of effective public services. Like any other organisational resource, knowledge should be managed to make sure it contributes to things that matter – such as strategic goals, effectiveness, efficiency, and individual and organisational performance.

This Guide to Knowledge Management course gives you a framework for understanding the essential elements of knowledge management, developing a knowledge management strategy and deciding how to implement or improve knowledge management in practice.

The guidance offered in the course is consistent with the requirements of ISO 30401: Knowledge management systems (in which ‘systems’ means management, not technology) published in November 2018.

The course will be interactive, with opportunities for you to discuss knowledge management in your own organisation.

About the Chair: Dr Judy Payne
Dr Judy Payne works as a management consultant and reluctant academic specialising in knowledge management, collaborative working and learning. Her work is positioned firmly on the boundaries between academia and practice. Not the most comfortable place to be, but there’s such a huge gap between the two that there’s a lot of bridging to be done.

Judy works with public, private and third sector organisations to improve their management of knowledge, with universities to develop and deliver online degree programmes and with master’s students to help them learn how to do management research. She speaks regularly at conferences, training events and in webinars. She is a member of the BSI Knowledge Management Standards Committee and of the ISO working group for Knowledge Management. She co-founded and co-chairs the Association for Project Management’s Knowledge SIG. Find out more.

09:15 - 09:45


09:45 - 10:00

Trainer's Welcome & Clarification of Learning Objectives

10:00 - 10:30

Discussion: What Does Knowledge Management Mean for You and Your Organisation?

This facilitated discussion will give you the opportunity to share the approach to knowledge management in your organisation and compare it with the approaches of other participants.

10:30 - 11:15

What is Knowledge Management?

  • Knowledge management principles:
  • Definitions of knowledge and knowledge management
    • The nature of knowledge
    • How knowledge management adds value
    • The importance of people and culture
    • The importance of context
11.15 - 11.30


11:30 - 12:00

The Essential Elements of Knowledge Management in Practice

  • ISO 30401 Knowledge management systems as a framework for understanding the essential elements
  • Leadership of knowledge management
  • Identifying knowledge management needs, priorities, scope and objectives
  • Dimensions of knowledge management
  • Leadership, planning, support, operation, evaluation and improvement of knowledge management
12:00 - 12:30

Activity: The Essential Elements as Building Blocks for a Knowledge Management Strategy

In this interactive activity, you will develop a high-level knowledge management strategy and compare it with the current approach to knowledge management in your organisation.

12:30 - 13:00

Knowledge Management Processes, Tools and Techniques

  • Hidden knowledge management
  • Characteristics of knowledge management activities
  • Knowledge management and technology
  • Example knowledge management activities
13:00 - 14:00


14:00 - 14:45

Learning Review and Identification of Unanswered Questions

An opportunity to reflect on your key learning and insights so far – and to identify questions you would like to explore during the afternoon.

14:15 - 14:45

Knowledge Boundaries and Other Barriers to Knowledge Management

  • Three types of knowledge boundary and how to overcome them
  • Common knowledge management barriers
  • Approaches to improving culture
14:45 - 15:00


15:00 - 16:00

Activity: Knowledge Management Clinic

In the clinic you will work in small groups to share your knowledge management challenges and apply your learning to overcome them.

16:00 - 16:15

Feedback, Evaluation and Close

Dr Judy Payne

Knowledge Management Consultant

Dr Judy Payne works as a management consultant and reluctant academic specialising in knowledge management, collaborative working and learning. Her…

Read more

Central London

Q: Can I make a provisional booking?

A: Unfortunately, we do not accept provisional bookings. Registrations are subject to our terms and conditions. View terms and conditions here

Q: Can I book without a purchase order number?

A: Yes. Simply email [email protected] after you have booked the course, with your Purchase Order Number. Please quote your order number and the course you are booked onto.

Q: Is lunch included?

A: Yes, a two-course hot buffet is served at lunch. Tea and coffee are served throughout the day.

Q: I have special dietary requirements, how can I request this?

A: Special dietary requirements can be catered for, please ensure you include this in the further information box when registering your place. If you have forgotten to add this, you can also send your requirements to [email protected] or call 0800 542 9440. Please let us know as soon as possible so we can ensure your needs are met.

Q: I have just registered for the course, when will I receive the joining instructions?

A: You will receive the joining instructions and reminders, 2 weeks, 1 week and 3 days before the course date. Please check your spam box to see whether the joining instructions were sent there, if not please call 0800 542 9440 so we can have these sent to you immediately.

Q: I can no longer attend the course, can a colleague attend in my place?

A: Substitutions may be made at any time but must be made no later than 48 hours prior to the event. Please call 0800 542 9440 or email [email protected] with the replacement's details.

Q: What is your cancellation policy?

A: Cancellations must be received in writing 30 working days before the date of the event and will be subject to a £195+VAT administration fee. Cancellations received after this time will be subject to the full delegate fee.

Q: Why haven’t I received the speaker’s presentation?

A: Speakers presentations are sent a week after the event date. Please contact a member of the UMG team on 0800 542 9440 or [email protected] if it has been more than a week.

Q: Will there be WI-FI?

A: Yes, all our venues have the latest technology, offer full audio visual support and WI-FI.

Q: Can’t find what you are looking for?

A: Why not contact a member of the UMG team on 0800 542 9440 or email [email protected]