girard nd insurance joint convention - may 2010

www.sagology.com john@sagology.com

ARE YOU READY FOR THE FUTURE? – JOHN P. GIRARD, PH.D.

SagologyJohn P. Girard, Ph.D.john@sagology.com

Social Media: Are You Ready for the Future?

www.sagology.com

@JohnGirard JohnGirard

For a copy of the slides:

Please contact me:

My Story … My Perspective

Sagology

About Sagology

Sagology is dedicated to connecting people with people to facilitate collaboration, learning, and knowledge sharing through keynotes, workshops, and consulting.

sagology [sāj-ol-uh-jee]

1. the study of organizational wisdom in all its forms, esp. with reference to technology, leadership, culture, process, and measurement

2. the study of one venerated for experience, judgment, and wisdom.

Origin:

2008; Canadian English, from Middle English sage + -ology.

Sage [Middle English, from Old French, from Vulgar Latin *sapius, from Latin sapere, to be wise; see sep- in Indo-European roots.]-ology [Middle English -logie, from Old French, from Latin -logia, from Greek -logiā (from logos, word, speech; see leg- in Indo-

European roots) and from -logos, one who deals with (from legein, to speak; see leg- in Indo-European roots).]

Sagology

Five Themes

Know Your Environment

Understand the Groundswell

Consider Crowdsourcing

People Know Best

Listen, Learn, Lead

Are You Ready for the Future?

Social Media StrategiesSimple Ideas that work inComplex Environments

Complex: a group of obviously related units of which the degree and nature of the relationship is imperfectly known

Knowledge – Nothing New?

Knowledge Management is the

creation, transfer, and exchange of

organizational knowledge to achieve

a [competitive] advantage.

What Advantage?

History of KM

Michael Polanyi

Aristotle

c. 350 BC

Classification

Knowledge

Aristotle

Carla O’DellSir Francis Bacon

17th Century 2000s

What is knowledge?

knowledge is "defined broadly

to include information, data,

communication and culture"

(p. 293)

Knowledge

Information

Knowledge:

Concepts, experience, and

insight that provide a framework

for creating, evaluating and

using information (p. 373).

The Cognitive Hierarchy

Knowledge

Information

Ackoff’s ApexWisdom

Understanding

Knowledge

Wisdom:

The collective and individual

experiences of applying

knowledge to the solution of

problems (p. 373).

The One Thing. . .

. . . finding the one thing . . . but more on that later . . .

Types of Knowledge

Michael Polanyi

Easier to

replicate

Leads to

competency

Harder to articulate

Harder to transfer

Harder to steal

Higher competitive

advantage

Contributes to

efficiency

Easier to document and

Explicit

Tacit Carla O’Dell

O’Dell, C. (2002, May). Knowledge Management New Generation.

Presented at the APQC’s 7th Knowledge Conference, Washington, DC.

Exchange and Transfer of Knowledge

ation Externaliza

Internaliz

bination

EXPLICIT

LeadershipMeasurement

Process

Creation and Transfer of Knowledge

ation Externaliza

Internaliz

bination

EXPLICIT

Combination

•Formal Education (MBA)

•Policies

•Data miningTeradata, 1991

Wal-Mart, 2004

Internalization

•Learning by doing

•Experience

•Values/Ethos

TYLENOL® crises of 1982 and 1986

J&J Credo 15

www.jnj.com/our_company/our_credo/

Our Credo (Johnson & Johnson)

We believe our first responsibility is to the doctors, nurses and patients,

to mothers and fathers and all others who use our products and services.

In meeting their needs everything we do must be of high quality.

We must constantly strive to reduce our costs

in order to maintain reasonable prices.

Customers' orders must be serviced promptly and accurately.

Our suppliers and distributors must have an opportunity

to make a fair profit.

We are responsible to our employees,

the men and women who work with us throughout the world.

Everyone must be considered as an individual.

We must respect their dignity and recognize their merit.

They must have a sense of security in their jobs.

Compensation must be fair and adequate,

and working conditions clean, orderly and safe.

We must be mindful of ways to help our employees fulfill

their family responsibilities.

Employees must feel free to make suggestions and complaints.

http://www.jnj.com/our_company/our_credo/

There must be equal opportunity for employment, development

and advancement for those qualified.

We must provide competent management,

and their actions must be just and ethical.

We are responsible to the communities in which we live and work

and to the world community as well.

We must be good citizens – support good works and charities

and bear our fair share of taxes.

We must encourage civic improvements and better health and education.

We must maintain in good order

the property we are privileged to use,

protecting the environment and natural resources.

Our final responsibility is to our stockholders.

Business must make a sound profit.

We must experiment with new ideas.

Research must be carried on, innovative programs developed

and mistakes paid for.

New equipment must be purchased, new facilities provided

and new products launched.

Reserves must be created to provide for adverse times.

When we operate according to these principles,

the stockholders should realize a fair return.

Creation and Transfer of Knowledge

ation Externaliza

Internaliz

bination

EXPLICIT

Combination

•Formal Education (MBA)

•Policies

•Data miningTeradata, 1991

Wal-Mart, 2004

Internalization

•Learning by doing

•Experience

•Values/Ethos

TYLENOL® crises of 1982 and 1986

Externalization

•After action review

•Lessons learned

•Metaphor

Socialization

•Social spaces (Ba)

•Master/apprentice

•Storytelling

Need to Know vs Need to Share

The impact of not . . . sharing

According to Computer Associates . . .

http://www.youtube.com/watch?v=lH39xjXaLW8

The Real Reason

Including Ray Downey, Special Operations Command lost 95 men that day –

totaling 1,600 years of experience. (emphasis added)

The difference . . . Data to Knowledge

October 27, 1917

Q1 - What time is it?

Q2 – Where are these people?

Q3 – Why is the boy smiling?

The Knowledge Edge

Knowledge

Information

Wisdom

Understanding

Knowledge

―With 3,600 stores in the United States and

roughly 100 million customers walking

through the doors each week, Wal-Mart has

access to information about a broad slice of

America . . . The data are gathered item by

item at the checkout aisle, then recorded,

mapped and updated by store, by state, by

region . . . By its own account Wal-Mart has

460 terabytes of data.‖ ( 750,000 CDs 1 terabyte ~ 1,000,000 MB)

14 November 2004

Hurricane

A Leaders view of knowledge . . .

―. . . there are known knowns; there are things we know that we know. There are known

unknowns; that is to say there are things that we now know we don’t know. But there are also

unknown unknowns — there are things that we do not know we don't know.‖

Runner Up

"I think that gay marriage is something that should be between a man and a woman."

Knowns and Unknowns

Unknown

Knowns

Unknown

Unknowns

Knowns

Unknowns

Wal-Mart

Comp Intell

Unknown unknowns

Somewhere on the West Coast

The Crasher Squirrel

“A social trend in which people use technologies to get the things they need from each other, rather than from traditional institutions like corporations.”

groundswell.forrester.com

The Social Technographics™ Ladder

Inactives neither create nor consume social content of any kind

Spectators consume social content including blogs, user-generated video, podcasts, forums, or reviews

Joiners connect in social networks like MySpace and Facebook

Collectors organize content for themselves or others using RSS feeds, tags, and voting sites like Digg.com

Critics respond to content from others. They post reviews, comment on blogs, participate in forums, and edit wiki articles.

Creators make social content go. They write blogs or upload video, music, or text.

Creators

Critics

Collectors

Joiners

Spectators

Inactives

The Social Technographics™ Ladder

Creators

Critics

Collectors

Joiners

Spectators

Inactives

US 55+12%

US 18-2446%

US 35-4423%

200924%

200718%

US Adults

An African Villa Story

Global Top Internet Sites (Reach)

1. Google 43%

2. Facebook 33%

3. Yahoo! 27%

4. YouTube 23%

5. Live 16%

6. Wikipedia 13%

7. Blogger 12%

8. MSN 11%

9. Baidu.com 9%

10. Twitter 7%

http://www.alexa.com/topsites/

1. Google

2. Facebook

3. Yahoo!

4. YouTube

5. Wikipedia

6. Craigslist

7. Blogger

8. eBay

9. Twitter

10. AmazonMySpace 20 25 April 2010

Social Media Action Plan

Listen

Why Matters

> 400M active users

> 150M login daily

35+ fasterstgrowth

demographic

130 friends is average

2B pieces of “stuff” shared

each week

3M events created each

45M active user groups

70% of users outside USA

Marketing @ Facebook

Million+ Fans

1. Coca-Cola

2. Starbucks

3. Disney

4. Victoria's Secret

5. iTunes

6. Vitaminwater

7. YouTube

8. Chick-fil-A

9. Red Bull

10. T.G.I. Friday’shttp://www.thebigmoney.com/slideshow/big-money-facebook-50-0

According to Facebook

25,300 Facebook users live within 50 miles of Minot, ND (age 18 and older)

30,000 Facebook users live with 50 miles of Fargo, ND who graduated from college

212,000 Facebook users live in ND (age 18 and older)

365,400 Facebook users live in Manitoba (age 18 and older)

297,540 Facebook users live in Saskatchewan (age 18 and older)

Personal or Organizational

Wikipedia is driven by a global community of more than 150,000 volunteers—all dedicated to sharing knowledge freely. Over almost eight years, these volunteers have contributed more than 11 million articles in 265 languages. More than 275 million people come to our website every month to access information, free of charge and free of advertising.

Convergence

Crowdsourcing is the act of taking a job traditionally performed by a designated agent (usually an employee) and outsourcing it to an undefined, generally large group of people in the form of an open call.

Crowdsourcing

http://www.youtube.com/watch?v=TCM7w11Ultk

The Generation Game

Digital Native or Digital Immigrant?

Community Engagement – Generation V

http://www.gartner.com/it/page.jsp?id=545108

Are You Ready?

http://socialnomics.net/

Storytelling by Steve Denning

Purpose of Story

Sparking action

Communicating who you are

Transmitting values

Fostering collaboration

Taming the grapevine

Sharing knowledge

Leading people into the future

www.stevedenning.com/SIN-136-HBR-publishes-Telling-Tales.html

Storytelling: Commander-in-Chief

Golden

Awards

Think before you post . . .

The one thing . . .

Five Themes

Know Your Environment

People Know Best

Listen, Learn, Lead

Five Things for Tomorrow

Google

Facebook

YouTube

Wikipedia

SagologyJohn P. Girard, Ph.D.john@sagology.com

Social Media: Are You Ready for the Future?

www.sagology.com

@JohnGirard JohnGirard

girard nd insurance joint convention - may 2010

transfer of knowledge

knowledge sharing

knowledge conference

types of knowledge

sage middle english

middle english sage

indoeuropean roots

ati rn

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