In this episode, Ben Firth speaks to Kathy Jacob, Head of Knowledge and Information at the Financial Ombudsman Service on tacit knowledge and the role of knowledge management at the independent financial dispute resolution service. As part of the regulatory family, the Financial Ombudsman is independent and impartial, assisting with very complicated issues which requires a robust approach to tackling the nuances of tacit knowledge sharing.

Kathy speaks about how knowledge management supports frontline case workers and practice groups at the Financial Ombudsman with content and technology, and how tacit skills are required for her knowledge management work.