goho knowledge management

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KnowledgeKnowledgeManagementManagement

Canadian Institutional Research and Planning AssociationL Association canadienne de planification et de recherche

institutionnelleConference 2004, Montreal

Jim GohoRed River College [email protected]

.ppt available at www.rrc.mb.ca/researchplan

Concepts and methods for deliveringknowledge in the digital age


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Obj ectives for this sessionObj ectives for this sessionTo explore the concepts & theory of Knowledge Management (KM)To learn a b out some KM programsTo discuss the idea of KM inPostsecondary Education and in IRTo identify some of the controversiesaround KM


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Knowledge ManagementKnowledge Management

United Features Syndicate, Inc.


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W hat is KnowledgeW hat is KnowledgeManagement?Management?

Defined in a variety of ways. KM in education: a strategy to enable peopleto develop a set of practices to create,capture, share & use knowledge to advance.

KM focuses on:people who create and use knowledge.processes and technologies by which knowledge iscreated, maintained and accessed.artifacts in which knowledge is stored (manuals,databases, intranets, books, heads).

Sources: Petrides, L.A. & Nodine, T.R (2003). Knowledge management in education: Defining the landscape. Edvinsson, L. &Malone, M.S. (1997). Intellectual capital: Realizing your company's true value by finding its hidden brainpower. Ford, N. (1989).From information- to knowledge-management. Journal of Information Science Principles & Practice.


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Knowledge management is a disciplinethat promotes an integrated approach toidentifying, managing and sharing all of an enterprises information needs.These information assets may include

data b ases, documents, policies andprocedures as well as previouslyunarticulated expertise and experienceresident in individual workers.

Source: GartnerGroup Research.

W hat is KnowledgeW hat is KnowledgeManagement?Management?


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ACommunity Colleges

ACommunity CollegesDefinitionDefinition

A discipline and frameworkdesigned to help our organizationacquire, package and share whatwe know to enable decision-making, creativity, innovation andcommunication. (Cuyahoga CommunityCollege)


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W here does KM come from?W here does KM come from? Technology

Infrastructure, D atabase, Web, Interface

GlobalizationWorld wide markets, North A merican integration

DemographicsA ging population, workforce mobility, diversity

Economics Knowledge economy

Customer relations Quality Increase in information

Specialization, Volume, Order

Sources: Brown J.S. & Duguid, P. (1991). Organisational learning and communities-of-practice.Organisational Science. .O Dell C. & Grayson Jr., C.J. (1998). If only we knew what we know. Stewart, T.(2002). The wealth of knowledge.


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The Rise of theThe Rise of theKnowledge W orker Knowledge W orker

0%

10%

20%

30%

40%

50%

60%70%

80%

90%

100%

1900 1910 1920 1930 1940 1950 1960 1970 1980 1990 2000

farmworkers labourers & operators craftsservice clerical salesmanagerial & admin. prof. & tech.

Source: Stewart T.A. (1997). Intellectual capital.


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L a b our market employmentL a b our market employmentshift to a knowledge economyshift to a knowledge economy

A erage annual rate of growth in anadianla b our market sectors ( ) -

nowledge

anagement

ata

Ser ices

roduction

O erall

Source: Lavoie, M. & Roy, R. (1998). Employment in the knowledge-based economy.


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Digital

Students

Digital

Students

By age 21, the average college studentwill have spent:

10,000 hours video games200,000 emails20,000 hours T V

10,000 hours cell phone Under 5,000 hours reading

Source: F. Prochaska, Students and Faculty Today: Inhabiting the Evolving Universe of Teaching, Learning, and Technology, 2003.


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Why KM?

Why KM?

Source: Luan, J & Serban, A. (2002, June). Knowledge management concepts, models andapplications. Paper presented at Annual AIR Forum, Toronto.


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What is Knowledge?

What is Knowledge? Knowledge is justified true belief. A yer, A .J. ( ). The

Problem of Knowledge .

Knowledge is a fluid mix of framedexperience, values, contextual information

and expert insight that provides a frameworkfor evaluating and incorporating newexperience and information. It originates andis applied in the minds of knowers. Inorganizations it often becomes embeddednot only in documents or repositories but alsoin organizational processes, practices andnorms. Davenport, T.H. & Prusak, L ( ). W orking Knowledge .

Knowledge is information in action . ODell C. & GraysonJr., C.J. ( ). I f only we knew what we know.


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Data, Information & KnowledgeData, Information & Knowledge DATA INFORMATION KNOWLEDGE

Definition R fact s, figure s

and record s contained in a

s stem .

Data placed into

a form that i s acce ss ible, timely

and accurate .

Information in

context to makeit insightful and

relevant forhuman action .

Reason Proce ss ing Storing / Acce ss ing.

Insight , innovation ,

improvement .

" We are drowning in information but starved for knowledge "

Naisbitt , J. (1984 ) Megatrends: Ten new directions transforming our l ives.

Source: Luan, J & Serban, A. (2002, Jun e). Knowledge management concepts, models and applications. Paper presentedat Annual AIR Forum, Toronto.


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Two types of knowledgeTwo types of knowledge

Exp licit knowledgeF ormal or codifiedDocuments: reports,policy manuals, whitepapers, standardproceduresData b asesBooks, magazines, journals (li b rary)

I m plicit (Tacit) knowledgeInformal and uncodifiedValues, perspectives &cultureKnowledge in headsMemories of staff, suppliersand vendors

Documented nformation that can facilitate action.

Know-how & learning embedded within the minds

p eo p le.

Knowledge informs decisions and actions .Sources: Polanyi, M. (1967). The tacit dimension. Leonard, D. & Sensiper, S. (1998). The Role of Tacit Knowledge in GroupInnovation. California Management Review.


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Layers of knowledge

Layers of knowledge

Implicit (Tacit) Explicit

Individual

Organizational

In people s heads.

Undocumentedways of working inteams, teaching.

Culturalconventionsknown and followedbut not formalized.

Personal documents

on my C:\

Formalized processfor developing

curriculum.Corporate polices and

procedures.

Source: Luan, J & Serban, A. (2002, Jun e). Knowledge management concepts, models and applications. Paper presentedat Annual AIR Forum, Toronto.


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In the BusinessW

orldIn the BusinessW

orld KM is becoming a big deal in industry. KM involves collaboration,

organizational learning, best practices,workflow, IP management, documentmanagement, customer focus and usingdata meaningfully [data mining].

KM requires understanding the soft skillsnecessary to work with people.

Source: Clare Hart, President and CEOFactiva, Knowledge Management London 4 April 2001


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What are U

Acompanies doing?

What are U

Acompanies doing?

apt re sharebest practices

orporate learningstrategies

ompetiti eintelligence

[Source: Milan, J. (2001) KM: A revolution waiting for IR. Paper presented at the 41st Annual AIR Forum.]

81% of businesses with KM solutions see p roductivity im p rovements. [ Malhotra, Y. (200 1) .


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If tatistics CanadaIf tatistics CanadaMeasures KM It Must Exist.Measures KM It Must Exist.

r rti n f fir s it dedicated s endinn KM ractices

0% 10% 20% 30% 40% 50% 60%

Less t an 50 r ers50 249 r ers

250 499 r ers

500 1 999 r ers

2 000 re r ers

Source: Statistics Canada. (2002) Are we managing our knowledge?


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W hat are organizations doingW hat are organizations doingin Canada?in Canada?

1. Knowledge capture and acquisition E.g., environmental scanning.

2.D

eveloping strategies for implicitK

sharing: E.g., Co P s, virtual teams, list of experts &

mentoring.

3.U

sing technologies to store, analyze &distribute explicit K .Corporate portals, business K base,process control inventories, CR M .

Source: Statistics Canada. (2002) Are we managing our knowledge?


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Relevance to P ERelevance to P ENot on the agenda of most (K idwell, Vander Linde &Johnson, 2000).

However, universities and collegesare in the knowledge business.

Many have KM organizationalinitiatives (e.g., Washington S tate U niv., Jackson S tate U niv., S anta Barbara City College,Cuyahoga Community College)

Some use technologyand some offer KM education.

George M ason, D ominican U niv., U niv. of Washington, RRC


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Technology Components of aTechnology Components of aKM olutionKM olution

PortalsW e b sites

earch Engineshared Drivespecialty Knowledge A pplications Share P oint F A Q and Lessons LearnedOnline survey tool

Knowledge and Information Tools


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Campus W e b PortalsCampus W e b Portals(( National urvey of IT in U Higher Education)National urvey of IT in U Higher Education)

28% of institutions have web-based campusportals (21% in 2002)

S ource: Green, K.C. The Cam pus Com puting Project


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We b Portals

We b Portals

A n electronic gateway to acomprehensive pool of information andservices that is organized and presentedto serve the needs of a defined user population.



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Characteristics of W

e b Characteristics of W

e b PortalsPortalsVisual appeal; ease of navigation

Organized around users information andtransaction needs

Is customized by system to meet usersneeds and convenience

May be personalized by user to meet userspreferences



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Whats KM in IR?

Whats KM in IR?

Information authority. Spin doctor. Policy wonk. Scholar & researcher. M

anager of knowledge.

Source: Serban, A.M. (2002). KM: The fifth face of IR.


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three

two

one

three

Illustrated KM ModelsIllustrated KM ModelsTiered Knowledge Management Model (TKMM)Tiered Knowledge Management Model (TKMM)in Institutional Researchin Institutional Research

T acit Knowledge

Portals

CRM

Dat a Warehouses

Enterprise R esource Planning ( E RP)

QueryingOLAP

Data MiningClassicalmultivariatestatistics

C ollabor ative W orking Environment (CW E )

K now l edge Base K now l edge W orkers

K now l edgeM a pping

Ti ers:Ti ers:

two

one

Ex p licit Knowledge

Source: Luan J. & Serban A.M. , (2002). KM: Building a competitive advantage in higher education.


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KM at RRCKM at RRCLearning about KM .

Knowledge capture & acquisition. Knowledge sharing. KM strategy.

ConnectRRC!Continuing E ducation program.


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IR and KMIR and KM Documentation data dictionary. Enrolment management (forecastingmodel).A cademic curriculum renewal program benchmarking best practices.

Strategic planning.Web deployment of IR.


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Environmental canningEnvironmental canning Formalized annual scanning process. Internal and external.

Tested against knowledge of College Board,leaders, faculty and staff.

Face to faceWeb consultation.

Used to inform strategic and operationalplans.

Vision, mission, values, goals, and objectives.

www.rrc.mb.ca/researchplan


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L earner ManagementL earner Management Go from reporting what happened to why it

happened to forecast what will happen. Graduate outcomes

Employment logistic and multinomial regression. Earnings linear regression.

Collapsing satisfaction questions factor analysis.

Effectiveness of selection interviews meta-analysis.

Goal F orecast which prospective studentswill be consistent donors as alumni.


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ConnectRRC!ConnectRRC!Community of interests.Will build for the future.

Start at the grassroots level.Bring together people who have an interest inKM .

Work together to connect and share. Promote an understanding and use of KM .Website: http://connect.rrc.mb.ca

Source: George Siemens, RRC.


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Activities

ActivitiesBlogging/aggregation.

New model innovation built on the uniqueattributes of the Internet /

Listserv. Face to face forums.

Collaborate, e.g., RROC.



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O ther thingsO ther things- S harepoint - small team collaboration -

already being used by severalcommittees, connect, instructors, etc..

Informal knowledge sharingCollege-wide F A Q s



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KM CoursesKM Courses Knowledge M anagement - A n Overview .Organizational Culture A dapting to Change.

Knowledge M apping an Organization. Training and D evelopment. KM P rocess M anagement:

Creating, structuring, storing knowledge.

Retrieving, acquiring and using knowledge.


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KM is NonsenseKM is Nonsense KM is a management consultantconspiracy (search and replace marketing).

KM practitioners dont know what knowledge really is.

KM is the Learning Organizationrebranded.

KM cheerleaders misunderstand tacitknowledge ( P olanyis sense).

KM is nothing new.Source: Wilson, T.D. (2002). The nonsense of knowledge management. Information Research, 8(1).


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KMis here to stay

KMis here to stay

KNOWL EDGE I L IKE L IGHT. Weightless andintangible, it can easily travel the world,

enlightening the lives of people everywhere.Yet billions of people still live in povertyunnecessarily. Knowledge about how to treatsuch a simple ailment as diarrhea has existed

for centuries but millions of children continueto die from it because their parents do notknow how to save them.

Source: Opening statement of the World Bank 1998/99 World Development Report: Knowledge for Development.

Human history becomes more and more a race between education and catastrophe.H.G. Wells.