1. What advice would you give Cathy Bautista on improving the strategic focus of Unilvers knowledge management activities?
I think that Unilever should savings the cost, achieved from a contact center deployment which can include higher agent productivity and fewer escalations can be used to fund subsequent rollouts. Maybe they can provide a simple way to recommend content through social channels more company sponsored forums and online feedback forms. It can be really helpful for the company. Unliver should concentrate on „what they don’t know” they should discover where the search process broke down and determine why the company may not have understood the true intent of the user’s initial inquiry. Thinking globally also requires planning for the use of knowledge management across multiple channels and Unilever should increase the efficiency and effectiveness of relationships with partners and vendo

2. What changes, if any, would you make to Unilever’s communities of practice?
Yes In my opinion Knowledge Management Group (KMG) has to put in place a more formal framework to help ensure the effective and efficient operation of the firm’s communities of practice.

3. How could ’learning histories’ be further developed to capture organisational memory?
They can develop learning histories with surveys tend to produce a set of "answers" that are endorsed (or not endorsed) by senior management. The learning history creates a reflective experience that encourages people to make up their own minds it involves people throughout the company in thinking about the past in a way that helps plan for the future. Make use of the scepticism that exists in organizations, by reproducing it faithfully in the context of both collective aspirations and current