Happeo Unmuted Episode 9: KM Strategy, Storytelling, and the Future of Organizational Knowledge
Welcome to Happeo Unmuted, the podcast where we go beyond best practices to explore what really connects people at work. In this episode, Jesse Bourgeault-Trickey sits down with Claude Baudoin to discuss the intricacies of knowledge management. From identifying experts to facilitating knowledge sharing, Claude Baudoin shares common misconceptions, his real-world successes, and the importance of motivating employees and leadership.
Top 5 takeaways from Claude Baudoin on Happeo Unmuted:
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Knowledge management is about people first, not just technology
Claude stresses that “the tool is there to support the people and process, but it does not result in good knowledge management just by itself.” Organizations succeed in KM when they identify experts, understand who needs to learn, and create real opportunities for knowledge sharing—whether through lunch-and-learns, mentoring sessions, or communities of practice. Tools are only supportive; human engagement drives impact. -
Capturing tacit knowledge requires creative approaches
Much of the most valuable knowledge lives in people’s heads, and Claude highlights the need for hands-on, storytelling-based capture: “I’m a big fan of storytelling… capturing those stories and sharing them through video clips and podcasts.” Shadowing experts while they work or recording insights from retirees approaching departure can turn tacit knowledge into reusable, explicit resources. -
Small, structured initiatives can scale into major impact
Claude recalls leading an internal Wikipedia project with a modest budget that eventually grew to 12,000 articles, including 1,800 acronyms. This became a global go-to resource for onboarding and day-to-day reference. As he explains, “The internal Wikipedia… became where you’re going to find everything you need to know.” Success came from clear guidance, governance, and making it easy for employees to contribute collaboratively. -
Communities of practice connect learning to business value
Communities of practice bring experts and learners together to share best practices while providing recognition and motivation for contributors. Claude notes that these communities are effective because “it improves operations or decreases costs… and provides motivation and recognition for the members of the community.” They become a strategic mechanism for embedding knowledge into the organization’s culture and daily work. -
AI and technology amplify KM, but humans remain essential
While AI can assist with capturing, organizing, and surfacing knowledge—like transcribing meetings or summarizing content—Claude cautions that “AI is not going to invent the knowledge… You still need activities that encourage experts to share their knowledge.” Technology can make processes more efficient, but the human effort of capturing, validating, and contextualizing knowledge remains central to a functioning KM strategy.
