Abstract
Losing critical knowledge can have a long‐lasting and harmful effect on an organization. Challenges posed by an aging workforce, retiring experts, difficulties in recruiting and retaining staff, and the need to continually improve operational efficiency exacerbate knowledge management (KM) efforts and keep this issue on the front burner at most utilities. KM, as noted by AWWA's Workforce Strategies Committee, relates to a collection of processes that govern the discovery, creation, codification, dissemination, and utilization of knowledge. Although there are many types of knowledge, elements of KM exist in everyone's job, thus making KM a critical aspect of workforce management as well as utility operations.
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