would einstein call you insane? coveo tsia webinar june 5 2014
DESCRIPTION
A look at why Knowledge Management Inititiatives Fail, and some ideas for how to fix them, starting - or restarting - at the beginning.TRANSCRIPT
Would Einstein Call You Insane? Break the KM Failure Cycle
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Today’s Presenters:
John RagsdaleVP, Technology and Social ResearchTSIA
Diane BerryChief Knowledge Evangelist Coveo
Would Einstein Call You Insane? Break the KM Failure Cycle
John RagsdaleVP Technology and Social Research
TSIA
4
Why Do KM Initiatives Fail?
Project loses focus, leadership, and/or funding
Knowledgebase contentnot maintained
Hard coded and/or outdated taxonomies
Myopic view of useful or valuable content
No processes to address content gaps
Must be a part of corporate culture and budget
Analytic approach to identifying unused/outdated content
Auto-generated taxonomies that adapt with content
Unified/intelligent search across the enterprise
Enable expertise management and collaboration
@coveo
KM Implementations are Mature, But Not Delivering Value
Customer Facing KB
Employee Facing KB
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
23%
13%
5%
4%
5%
13%
67%
70%
How long have you had your KM implementation?
1 Year 2 Years 3 Years 4 Years or More
Customer Facing KB
Employee Facing KB
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
0%
0%
16%
18%
12%
27%
33%
25%
40%
30%
How do you rate your current KM implementation?
Awesome Very good GoodNeeds some work Needs a lot of work
5
Source: TSIA 2013 Knowledge Management Survey
@coveo
Even Most Successful KM Programs Have Knowledge Gaps
23%
15%
23%
10%
18%
10%
How many days does it take to publish a new knowledge article?
1 Day 2-3 Days 4-7 Days 8-14 Days 15-30 Days >30 Days
• Hit Rate– Percent of support issues
resolved by existing content in the knowledgebase
• Industry Average Hit Rate: 43%– Minimum 5%– Maximum 80%
6
Source: TSIA 2013 Knowledge Management Survey
@coveo
Most Used Resources to Solve Support Incidents
7
Customer Log Files Customer Configuration Info
Forums Knowledgebase Documentation Incident History System Diagnostics Bug/Enhancement DB Web Content0
0.5
1
1.5
2
2.5
3
3.5
1.4
1.6
22.1
2.4
2.72.8
2.9
3.3
1 = "Most Frequently Used“, 5 ="Never Used”
Source: TSIA Support Services Benchmark
@coveo
Satisfaction, Adoption and Planned Spending: KM and Intelligent Search
2011 2012 2013 2014 Benchmark Average -
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
4.5
5.0
3.2 3.3
3.4 3.6
4.3
Satisfaction with KM Tools5=Extremely Satisfied
2014 Adoption 2014-2015 Planned Spending0%
10%
20%
30%
40%
50%
60%
70%
80%
90%85%
69%
46%
50%
Adoption and Planned Spending
Knowledge Management Intelligent Search
8
Source: TSIA 2014 Global Technology Survey
@coveo
Would Einstein Call You Insane? Break the KM Failure Cycle
Diane BerryChief Knowledge Evangelist
Coveo
Signs that Knowledge Management is broken(in the customer environment)
It will get even worse….“Organizations are data-rich but insight-poor.”
The knowledge people need is everywhere
The Goal: Always-on, Always-there knowledge
KM processes must catch up with technology
Data preparation: Are taxonomies working?
Why do taxonomies fail?
Taxonomies are important
But have always been resource-intensive
With a a loooong development process
Unlock the power of data and the crowd
Faster, more agile taxonomies
The Long Tail of Enterprise Knowledge & the need for crowd curation
Defining “crowd-assisted curation”
What about security?
Knowledge & experts in the flow of work
Knowledge in the flow of work must be contextual
Technology platform components
Thank You. Questions?