Objectives of knowledge management

4 
Target further design, print and distribution savings.
Reduction in physical and 
distribution costs through moving towards a ‘paperless office’.
5 
Improve usability.
Making it quicker to find information through improving informa-
tion architecture and ‘findability’, i.e. better browsing and searching functionality.
6 
Revamp HR content.
As indicated by the examples given above, improvements to 
HR functionality often give the biggest benefits to the employees and the business.
7 
Create content for customer- facing staff.
The example is given of the UK-based 
insurance group Prudential which has used its intranet to provide content and 
tools that help contact centre staff respond rapidly to telephone, email and postal 
enquiries from customers.
8 
Create internal helpdesk content.
Costs of internal helpdesks, for example for IT, 
HR or Finance, can be delivered more efficiently via the intranet. The IBF suggests 
it costs about £8 to £10 to respond to each request for help by telephone, and 
about £5 to do so by email.