measuring what matters for maturity - km world 2017
TRANSCRIPT
Measuring What Matters for Maturity
Thomas Vander Wal, Independent Consultant 9 November 2017 :: KM World
Designing, developing, and / or managing social platforms since
1996
Model of Attraction (2002)
Come to Me Web (2004)
Folksonomy (2004)
70+ Social Lenses (2008)
Connected Company (2010)
Understanding Need• Measurement has multiple purposes:
- Measuring the finding and reuse of successful knowledge related to questions and searches
- Assessing practices and patterns that build to knowledge capture and reuse
- Seeing patterns around growth, maturity, and role types
- Identifying change and adaption
Understanding What Matters• Depth of use / engagement
• Most systems and platforms focus on pure numbers, as in clicks
• Identify different social patterns and roles
• Finding answers that fit is important
- Identify patterns that lead to successful answers
- Identify and build healthy patterns that lead to finding answers, and measure success of the patterns
• Identifying when change in what is known is needed and how the change is made
Keep In Mind…• Not all organizations are the same
• Departments, location, and other contexts create differences
• Not all people are the same
- Personality traits
- Mental models
- Cultures
How to Improve Search and Knowledge Success• Pair search with the ability to ask a question to a group or community
• A focus on finding and refinding information and knowledge
- A community with groups that can help point others to existing knowledge builds value (look at time to response and percent answered)
- A community with groups can also answer unanswered questions or point to previously unshared resources
• Providing answers and pointing to previously unshared resources can have strong lasting value
• Valuable knowledge formalized into learning modules - measure to identify and then results
How to Improve Search and Knowledge Success• Working out Loud
- Questions asked in the open
- Potential answers shared
- Identifying answers that work
- People sharing answer that works by voting it up and / or linking to it
- Pointing to an answer that works build patterns that most search engines use to increase that answer’s search relevance
- Use depth of use ladders, with measurement of progress and plateaus
Focus on Roles and Support
• Ladders are helpful for building maturity, but understanding roles and related activities is a different focus to also track and measure
• Select a few roles that have value and identify their activity patterns that are valuable for those roles
- Build analytics and measurement models to see roles in action, so to better support them
• Sharer • Lurker • Writer / Creator • Editor • Curator • Connector • Synthesizer • Theorizer • Mitigator • Negotiator
• Contextualizer • Interloper • Infovore • Learner • Monitor • Councilor • Gossip • Critic • Expert • Broadcaster /
Rebroadcaster
Social Roles
Gamification Realities• Gamification can move the needle, but it only goes so far
• Understanding the three high level segments helps frame how it can work or not
- Those whom are receptive
- Those not moved by the gamification and it doesn’t matter
- Those who are turned off by it
Gamification User Impact Type Ratios
Perc
enta
ge
0
33
67
100
Balanced Not Moved Don’t Like Moved By
Moved User %Not Moved %Dislike User %
Gamification Realities• Gamification will positively move the needle up to the point of saturation
of those who are receptive to it
• The 2 categories of people not receptive to gamification look to the patterns of use by those who are moved forward by gamification
- What is rewarded is important as it sets patterns for others to follow
• It is difficult to measuring receptivity to gamification to understand the size of each category prior to rolling it out
- If testing it, keep in mind those likely to opt into a trial of a service are likely going to be receptive to gamification
Team
Subject Matter Group 1 Subject Matter Group 2 Subject Matter Group 2Subject Matter Group 2
Community in Organization
Question Answer QuestionAnswer
Where work happens
Relevant Info Shared
Key to Measurement• Access to the data
- This is often the most difficult part
- Platforms with open data APIs enable getting to that data
• Measure to see trends and patterns, that lead to success and frame success
• Measure to see gaps and pain points as well as to watch them get resolved
URL: www.vanderwal.net Blog: www.personalinfocloud.com E-mail: [email protected] Twitter: @infocloud