km – technology, tools, techniques
DESCRIPTION
A university guest lecture presentation on KM tools and techniques, including a case study and an exercise.TRANSCRIPT
KM – technology, tools, techniquesKM – technology, tools, techniques
Keith De La RueKeith De La Rue
Thursday, 29 April 2010Thursday, 29 April 2010
Overview Brief history of KM techniques Tools and technologies Case study scenario and group exercise Keeping content up to date Dealing with knowledge hoarding Using multiple media
A brief historyA brief history
Technology or people?Technology or people?
The knowledge age? The knowledge economy - Drucker, 1992 IT focus – 1997 survey:
Intranets Data warehousing Knowledge repositories Decision-support tools Collaboration groupware
Large projects Focus on explicitexplicit knowledge
The emergence of people"Knowledge can only ever be
volunteeredvolunteered;it cannot be conscriptedconscripted"
David Snowden People focus:
Communities of Practice Expertise location Collaboration Narrative techniques
More focus on tacittacit knowledge
The social dimension“We are moving away from content and
collection, and moving to context and connection.”
Michel Bauwens Importance of engaging people Social media not in conflict with KM
But may conflict with the IT-centric view Today’s organisations are complexcomplex
New approaches are needed
Tools & Technologi
es
Tools & Technologi
es
What goes into the toolbox
What goes into the toolbox
What is a KM technology? Goal is an informed audience Content, communication, learning Tools can include:
Meetings, face-to-face training Telephones, iPhones, BlackBerries Email Bulletin boards, newsletters
Techniques can include approaches and methods
Knowledge repository Content management Provides structure – metadata & indexes Search – text and keywords Access by both contributors and
audience Governance & workflow
Version management Currency
Lotus, SharePoint…
The Intranet Organisation-Wide Web Like the WWW, may just be online
brochures A platform to support multiple media Enterprise search Needs to be managed to be successful
Development standards, templates Distributed publishing Ownership Usability
Portals A way to bring together multiple sites Provides structure and focus Links, pull-downs, buttons, tabs Can include feature articles, newsletters May allow personal customisation
Role-based defaults
Blogs WeWeb logb log = a diary on steroids
Can include text, images, multimedia Originally a single author, personal diary
Can be shared authorship; dialogue through comments
Chronological organisation; more permanent Edited anywhere, online Cheap – open source or commercial
WordPress, Movable Type, Typepad Provides tagging, RSS feed
Podcasting A pre-recorded audio program or
message Allows portability, time-shifting Caters to different learning styles So what’s new?
Simple software and devices Anyone can produce RSS feeds
http://www.youtube.com/user/plambe
Videocasting YouTube and the “home video”
revolution
Wikis An online reference source, edited by users "Wiki-wiki" = "hurry quick" (Hawaiian)
Quick to set-up, and supports rapid development
Good for experts to build a body of knowledge
Easy online editing Includes author comments and discussion
Readily-available software Media Wiki, Confluence
Rapid self-healing and reliability “Wisdom of crowds”
Microblogging“If only most companies realised the
treasure trove of expertise and information that their employees would be able to access if they encouraged the
use of such services” Shane Goldberg, Telstra
Twitter, Yammer “What are you working on?”
Maintaining a network, mentoring Shared note-taking, expertise
Online communities Facebook, LinkedIn, Ning Shared applications Directory, expertise location
Deloitte has over 17,000 members Promoting events
Case Study scenarioCase Study scenario
Dealing with the Ivory TowerDealing with the Ivory Tower
Business Sales Force Business Customer
s
Product &
Marketing Teams
The environment
Hundreds of
Products
Hundreds – On the road and desk-
based
Thousands
Sp
ecia
list
Sale
s
KM Team
The contributors Product Managers, Marketers, SMEs Increasingly time-poor The “Ivory Tower” syndrome
Knowledge “hoarding”… Interested mostly in products and solutions
Want to provide lots of detail! More accountable for costs than sales Not usually hired as communicators Focus only on own product
The audience Sales staff, Sales Specialists, Technical
Sales Large customers: face-to-face, on the road Smaller customer: by phone, desk-based Sales specialists need more technical detail
Increasingly time-poor Not hired as researchers
Need to know how to sell solutions Focus on customer needs
Income at risk, based on sales and revenue
The challenge What tools and techniques apply to this
scenario? KM Method Cards
From Straits Knowledge, Singapore
The exercise Four groups
Approaches (cards 01-25) Methods I (cards 26-43) Methods II (cards 44-64) Tools (cards 65-80)
Each group: Deal out cards Each person choose one or two cards and
explain Group select 3-4 cards and present
Building the toolkitBuilding the toolkit
Accountability, behaviour and engagementAccountability, behaviour and engagement
The KM approach Product, service and solution “know-how” Build a standard toolkit and activity program
Different media to suit different audience needs ContentContent, communicationscommunications and trainingtraining in one
The iStore On-line document library
Sales KnowHow Bulletin Weekly web-based newsletter
Knowledge Bites Web and audio conference briefing
The iStore Everything sales staff need to know – in one
place Documents for internal & external use Multimedia content
Standard document templates Provide sales information in predictable format Also stored on iStore
Lotus Notes/Domino database Web browser access for all Hand-held device access Secure Admin access
iStore scope 3,300 entries
90% documents – others link or text only 270 contributors… 370 products, services & solutions Average over 60,000 hits per month Multiple indexes and search
Every entry accessible by any index Anonymous reader access Subscription for weekly updates
Contributor accountability Self-service
Contributors load and own all content EveryEvery entry must have oneone accountable owner
Manage entry status, currency and validity Draft, Published, To be deleted
Guides and training provided Including eLearning modules
Control hand-over as required… Job changes Extended leave
Regular reviews All entries have a 90-day timer “Entry last updated” date displayed Auto review reminder emails to contributor
Two weeks’ notice, one week reminder Update, republish or delete
Automatic archive at 90 days Contributor advised Entry visible, but attachment not accessible
Entries may be deleted if archived > 2 weeks
Extended currency management Attachment currency critical
Separate “file last uploaded” date tracked Attachment age checked at each review
If attached file more than six months old: Contributor asked to confirm content review Confirmation logged & copy sent to manager
If attached file more than twelve months old:
Monthly scorecard sent via senior management 27% reduced to 7% over 12 months
Sales input and awareness The audience as part of currency
management All entries have feedback form
Messages go to contributor Available for archived entries Identity automatically captured through
single sign-on All entries have “five-star” rating Messages logged on Admin interface…
Administration Monitor entry status on Admin interface
Provide reporting Monitor email failures and responses
Identify and follow up staff movements Intervene as required
Identify issues Phone calls to recalcitrants Provide training and help
Dealing with knowledge hoardingDealing with knowledge hoarding
Tearing down the Ivory TowerTearing down the Ivory Tower
Starting out Start with defined scope A “Knowledge points” system
Built into KPIs (Key Performance Indicators) Rewards and Recognition program
Include branding, non-monetary rewards Public recognition Must reward only correctcorrect behaviour
Become part of standard business Need to drive accountability
Extending the scope “Middle-out” approach
Started small, but management support critical
Original culture became accepted Even with organisational changes
Continually emphasise audience needs Sales staff need up-to-date information “Is that on the iStore?”
Build into standard Product Launch process
Keep it simple – and standardised Make it as easy as possible to share
knowledge Simple web form
Contributor selects meta-data All key meta-data mandatory With some optional extras
Ensure clarity in classifications Single product name, but optional additional
names Single document type, following template Entry title automatically assembled
Building a contributor community Need to Know – quarterly email newsletter
Brief, focus on key issues and system updates Report “Top 10” contributors
Also update via other media Contributor statistics access Help, guides and training provided Use of dedicated emailbox – “! iStore”
Risk of complacency Phone calls, alternative approaches
Usingmultiplemedia
Usingmultiplemedia
Applying Social Media principlesApplying Social Media principles
Be afraid! A completely open system AnyoneAnyone can create, update or change
OpenOpen access to all No log-in required ButBut identity captured and audit trail kept
Risk of incorrect information? Never eventuated
Trust a critical element The heart of Web/Enterprise 2.0 Trust has been consistently honoured
Sales KnowHow Bulletin Weekly web-based newsletter Latest news on products and campaigns Notice emailed to target audience
Only read items of interest Front page has 50-word summary
Click through layers to detail Suits time-poor audience
Knowledge Bites Weekly audio and web conference
Two 10-minute “bites”, with Q&A Introduced and managed by KM team Presentations delivered by SMEs
Slide pack loaded to iStore Audio edited and loaded to iStore Enhanced subscription service
Provides ‘podcasting’ Suits time-poor audience
Other tools iKnowItAll Quiz
Online interactive quiz Fun learning, suits desk-based staff
Scripted audio and video (ProductStream)
Online Suits desk-based staff
Audio CDs (iRadio) For on-the-road staff Replaced by Knowledge Bites audio
Choosing the media Ignore traditional distinctions
ContentContent, communicationscommunications and trainingtraining End result is an informed audience
Build media to meet audienceaudience needs Use available technology Get new technology as required
Go outside the firewall if necessary! Use “safe-fail” experiments
System review & refresh Change determined by audience Regular review program
Review of entire toolkit Surveys, Focus Groups, Projects,
Reviews Qualitative and quantitative measures
Team strategy workshops Feed back results Communicate changes
Summary Build a broad-based toolkit Make it "the way we do things around here“
Know the business and meet the needs Know your audience and contributors
And how they operate Manage currency and accuracy
Address accountability, behaviour and engagement
Exercise trust, and make it as easy as possible
Human issues come before technology!
Thank You!Thank You!
[email protected] 0418 51 7676
Blog: Blog: http://acknowledgeconsulting.com/
Twitter: Twitter: @kdelarue@kdelarue
[email protected] 0418 51 7676
Blog: Blog: http://acknowledgeconsulting.com/
Twitter: Twitter: @kdelarue@kdelarue