Glossary

Find definitions for important terms in the KNOW app.
Question 1

Announcements

Announcements are formal and organization-wide communications for alignment purposes. They can come in the form of updates, congratulating someone or a team, notification that a new policy is in place, or it can be just a general piece of information that all employees should be aware of. 

Serving varying purposes, not all announcements are critical in nature. Some require formalized acknowledgment (i.e. payslips, or employment contracts), whereas some are meant only to share information and to gauge general sentiment.
On KNOW, announcements can be set up to collect acknowledgments. By clicking a “Confirm” button, employees are required to acknowledge that they have read and understood an announcement. Comments can also be enabled to make announcements more interactive and to facilitate a two-way conversation.

Some announcements are also time-sensitive or time-bound, which means that they can be communicating something that is only valid for a period of time (e.g. seasonal menus or promotions). On KNOW, you can schedule announcements to be published at a later time or set them up to “disappear” at a certain date or time.  

Question 1

Access-Level Controls

Access-level controls refer to a set of permissions that dictate what a specific user is allowed to do on the KNOW platform. For example, someone might have the access to publish shifts, but will not be able to publish announcements. Think of it as assigning different user groups a specific set of permission that allows them to perform specific tasks only. 

In an organization, this is when your store managers have the authority to plot and publish rosters, whereas your admin and operations team are in charge of managing issue reporting and the delegation of tasks.
 
Access-level control gives your team clarity and ensures greater accountability, by allowing everyone to know what sits within their remit when it comes to business operations. This also helps to maintain a clear workflow for different departments and teams, so they know clearly what they have been tasked to manage and what sits under their jurisdiction.

Question 1

Admin

An Admin is a type of user group that has access to the web dashboard. They are usually managers who require access to plot schedules, delegate tasks, share announcements and generate reports.

Admin access should be selectively granted to ensure access is consistent with a user’s role or job responsibilities. When set up properly, this allows the right person to be allocated the correct set of access level controls (ACLs) and permissions — allowing your organization to run like a well-oiled machine.

Question 1

Automated Workflows

An automated workflow is a set of tasks that get triggered automatically when an issue has been reported. Automated workflows help to save a lot of time that would have otherwise been spent manually coordinating between tasks and groups of people.

When an employee first reports an issue, the immediate automated workflows are:
• A new thread is created as an entry log
• Additional information has been added (when the description is filled in)
• Users who are tied to the issue will get notified

In this new issue thread that has been created, updates can be added, which will then automatically trigger updates to be sent to the corresponding group of people tied to that particular thread.

Automated workflows in issue-reporting are extremely critical in saving time so that issues get resolved in a timely manner. It ensures that no time is wasted on manual coordination work.

Question 1

Chat

The Chat function on KNOW  allows employees to communicate with each other securely, without displaying phone numbers. Users can be added into predetermined groups to ensure streamlined communication. Users can also send attachments in multiple formats like PDFs, video, images, etc. on the message threads. 

To start a chat with anyone, simply use the search bar and key in the name, department or designation of the person whom you’d like to start a conversation with.  

Instead of having both your work and personal chats living in one place, having a dedicated platform for workplace communication cuts out all the noise on your personal messaging apps — and not to mention all the unnecessary notifications you might get.

We take it one step further by adding a chat function to issue reporting workflows that you can trigger on the app. Streamline your communication even further for specific issues, and easily track progress and get live updates. This also reduces receiving notifications that might not involve you, allowing you to concentrate on the work that truly matters.

Question 1

Communication threads

Communication threads can be seen as a unique “chat group” for every issue or task that is being created.  It helps to streamline communication and makes it easier to track progress by tying together all important information relevant to the task at hand.
 
When a task gets assigned or when an issue gets reported, a communication thread is immediately set up and is the channel in which updates are sent and logged. This means that all relevant information is stored and logged in one place, removing the need for manual tracking by endlessly scrolling through messages.

Streamlining communication with communication threads is an important part of increasing productivity at work. A lot of time is wasted when people do not have a centralized place to look for specific information. Since there are numerous operational tasks or issues that get logged every day, it’s important to organize all information for easy access and hassle-free reporting.

Question 1

Computerized Maintenance Management System (CMMS)

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Question 1

Dashboard

Communication threads can be seen as a unique “chat group” for every issue or task that is being created.  It helps to streamline communication and makes it easier to track progress by tying together all important information relevant to the task at hand.
 
When a task gets assigned or when an issue gets reported, a communication thread is immediately set up and is the channel in which updates are sent and logged. This means that all relevant information is stored and logged in one place, removing the need for manual tracking by endlessly scrolling through messages.

Streamlining communication with communication threads is an important part of increasing productivity at work. A lot of time is wasted when people do not have a centralized place to look for specific information. Since there are numerous operational tasks or issues that get logged every day, it’s important to organize all information for easy access and hassle-free reporting.

Question 1

Deskless Workforce

Deskless workforce or non-desk workers are people who are not tied to a desk; their work is not anchored in an office, and they don’t have a designated workspace. Examples of deskless workers are construction workers, waiters & waitresses, retail staff, field service technicians, etc.

Many industries rely on deskless and remote workers to deliver services and products. While a lot of technology and software has been developed to help white-collar workers, many deskless workers are still struggling to manage several different and disparate platforms to get work done.

Businesses must ensure that their deskless workforce has fast and seamless access to their managers, company policies, and relevant information. This will make their jobs a lot easier and will boost retention and productivity.

Question 1

Issues

The Issues module allows employees to report issues instantly anytime, anywhere. On a day-to-day basis, your employees will probably go through a number of operational issues, and depending on severity levels, some issues require more immediate attention than the rest.

When you create an issue on KNOW, users can indicate the correct level of critical status, so that resources can be directed to the operational issues that require the most immediate attention first.

Organizations stand to benefit when issues get reported and resolved fast. Avoid unnecessary delays from manual coordination between stakeholders (i.e. team members, third-party vendors, HQ, etc.). Productivity is maintained and even increased at the workplace when issues that are urgent are given attention first and when resources are allocated correctly and in a timely manner.

Question 1

Intercom

At KNOW, you’ll be able to get quick assistance from our team via the Intercom button on the bottom right corner of the screen, on either our web dashboard or on our website.

On our web dashboard, you may also find a list of FAQs that may help to answer commonly asked questions quickly.
 
Our team typically takes no longer than 5 minutes to get back to your request or query. You may wish to flag bugs, ask questions, or get in touch with our team for any other app-related issues or assistance.

Question 1

Learning

For admin users of KNOW, our Learning module dashboard helps you manage four things: Training, Quizzes, Courses, and Users. 

Training refers to the individual bite-sized learning content that can be created in the form of pictures, videos, written materials (PDF), and audio files. 
Quizzes can either be time-based or limited by the number of attempts. Ensure quality of learning and increase engagement by quizzing employees as part of the training process.

Courses refer to a “package” or a “combination” of training items and quizzes that you may want to put together to achieve certain learning outcomes. For example, as part of employee-onboarding training, you may want to create a course that is made up of two training items and one quiz. Items can be packaged in a desired sequence that can be aligned with unique company requirements.

For employees, the Learning module on KNOW features Courses, Training, and Completed. Employees will be able to access courses that have been pushed to them via the app, refer to individual training items, and they will also be able to track the items that they have completed.

Question 1

Micro Training

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Question 1

Module

A module refers to each specific feature under KNOW. Every business has its own unique operational requirements and will require the flexibility to pick and choose modules that are most relevant to their operations and what each unique team needs. 

KNOW’s full list of modules are:
- Shifts / Roster Time (Attendance Tracking)
- Digital Forms
- Learning 
- Chats
- To-Do (Tasks)
- Issues (Issue reporting)
- Announcements

At KNOW, we want to help businesses elevate their employee engagement and operational experience, that’s why KNOW is designed to be modular, to give you what your team really, really needs.

Question 1

Multi-Stage Approvals

Our Forms module lets you enable multi-stage approvals, where you can set up forms to be filled and approved by more than one person at different stages. This is especially useful when submitting leave requests, requisitions requests, or even shift handovers — where more than one person is required to sign-off in order to complete a workflow.
 
With multi-stage approvals, organizations can streamline and accurately log approvals by different people in one single form. This makes reporting and compliance much easier.

Question 1

Onboarding

Onboarding refers to a set of activities, materials, and information that helps a new employee assimilate into an organization and understand what needs to be done in their role. Conducting onboarding and training is essential in maintaining productivity and also helps a new employee to quickly get off to a good start.

Onboarding can come in a series of training or sessions, and may also involve meeting the team the new employee will be working directly with. Understanding company policies quickly and knowing how things get done are also important parts of a good onboarding.
 
With the Learning module on KNOW, you can put together courses featuring materials of different formats as part of your company’s onboarding. You may want to feature a quick introduction video, followed by a copy of your company's policies in PDF format, a copy of the Job Description, and a photograph of the team that the new joiner will work with. You may even add a quiz at the end, to make the onboarding session fun, while helping the new employee to remember essential facts.

Question 1

Open-Shift Scheduling

Open shifts are work shifts that have not been filled or are unassigned. Open-shift scheduling helps minimize chances of understaffing and gives employees greater flexibility.

Notifications of open shifts allow employees to choose a preferred shift and also provides them with an option to take up additional shifts if required. This particular method of scheduling is especially helpful to industries like retail and F&B where there is a higher proportion of part-time workers and where last-minute drop-outs and cases of understaffing are common.
 
Open shift scheduling helps the organization to make sure that there is sufficient manpower, so teams are adequately staffed to serve their customers at their best capacity.

Question 1

OT / Overtime Expenses

OT, short for “overtime” refers to the time spent working after the usual time needed or expected in a job — excluding breaks. It also refers to the employee’s remunerations of additional work outside of what is expected on a normal day. In most countries, a workweek should typically span 40 hours, and anything more than that requires businesses to compensate employees accordingly.

Generally, employees are entitled to be paid one-and-a-half times their regular rates if they work more than 40 hours a week. But businesses don’t just feel the pinch of habitual “overtime” activity in extra expenditure. Long shifts and working hours will result in fatigue, lower productivity, and safety & health concerns.

Businesses need to regulate the amount of hours their employees are scheduled to work for. To prevent overscheduling employees, admin users of KNOW will get notified when an employee has been scheduled to work for more hours than they are allowed to.
 
On the top right hand corner of the KNOW dashboard, there will be an alert signalling that there are shifts with error — and once you click on that alert button, the particular shifts that are overlapping or have exceeded the amount of working hours will be highlighted. This allows managers to quickly detect which employees have been overscheduled, and they can find replacements quickly.

Question 1

Roster

A roster, or a staff work roster, is a list or plan showing turns of duty or leave for individuals or groups in an organization. At a glance, a roster should be able to tell you who is working when and where, across a period of time. This is so companies can ensure sufficient staffing across all their locations.
 
Rostering helps to improve business productivity by planning in advance and giving companies a birds-eye view of resource/manpower allocation. Our open-shift scheduling also allows businesses to retain agility to mobilize resources for ad-hoc operational requirements.
 
By managing staff work rosters on KNOW, companies can track how many hours each employee is working and ensure compliance with manpower regulations and policies. If an employee has been scheduled to work more hours than allowed, their names will be highlighted with the amount of hours that they’ve been over-scheduled — allowing managers to easily spot errors and make the appropriate changes.

Question 1

Sync

Clicking on the “Sync” button on KNOW refreshes the dashboard so that all information that you see is updated up to the current time. For administrators, getting real-time updates of progress and submissions on KNOW is crucial for accurate reporting and management. To ensure that data on our dashboard is accurate and in real-time at any point, you can click on the Sync button that’s always on the top right-hand corner of the screen.
 
This is especially useful when publishing reports and managing compliance in real-time across the organization’s operations. 

Question 1

Time (Attendance Tracking)

KNOW’s Time module allows employees to perform contactless check-ins and take their attendance via the mobile app. Companies can choose to track attendance by geo-fencing (where attendance is only logged when employees check in within a certain geographical area, ensuring integrity of attendance), or by using our beacon hardware (meaning attendance is only logged when an employee checks-in within the vicinity of a beacon that can be physically installed at a work location).

Depending on individual companies’ requirements and policies, our Attendance module can also log GPS locations for each individual check-in made by an employee. Selfie-mode can be enabled where employees are required to take a picture/selfie of themselves as another layer of security and maintaining compliance.
 
Employees can also easily check-in via the Shifts page on the app. Next to each shift that they have been assigned, there will be a button for them to check-in, making it easier for them to take attendance. 

Companies can easily track attendance across their organisation via the web dashboard and access multiple views; by Users, Groups, or even by Maps. Using our Crew-Tracking feature, companies will be able to access a birds-eye view of staff distribution by location, daily attendance across departments, and by timeline per location.

Question 1

User

A User refers to each specific employee that has been given access to the KNOW app. 

Users can be grouped by: 
• Designation
• Location (or outlets)
• Groups

Companies may wish to group users differently to serve different operational requirements. This also helps to streamline communication, make distributing tasks easier, and will also allow management to push out targeted announcements / communications to specific groups.
 
These groups also serve as different levels for Access-Level Controls, which will help to dictate escalation workflows as well as automate updates to be sent to the relevant individuals or teams.
 
Companies can choose to either set up Users manually or by bulk-import by using our import-template that may be downloaded from our web dashboard under the Administration tab. Typically employees are added as “Phone Users”, whereas admin or management staff are added as “Dashboard users”.

Question 1

Workflow

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Question 1

Workplace Absenteeism

Absenteeism refers to an employee's intentional or habitual absence from work. It does not include vacation, personal leave, jury-duty leave, or other reasons. Excessive absences can decrease productivity and have dire effects on an organization’s finances, morale, and other important factors.
 
Workplace absenteeism can be detrimental to businesses when they routinely fail at having enough staff on-site. This is why it’s important to have clear communication channels between employees and their managers, and a strong culture of accountability where employees find it natural to let managers know beforehand if they cannot make it for a shift they’ve been scheduled for.

On the KNOW app, employees can choose to drop a shift and apply for leave. Managers can approve leave requests via the app or the web dashboard, and know which employees would be unavailable when planning rosters — which prevents understaffing.
 
If an employee has been habitually absent, it might be best for the manager to have a conversation and find out the reason behind the behaviour. Sometimes, employees are unmotivated to show up for work due to the lack of recognition, the inability to take rest days when they want to, or if they’re experiencing interpersonal problems at home or at work. This is when managers and HR can step in to provide assistance to support employees.