KMworld 2014 -- Day 3

Improving Organizational KM through Knowledge Assessment by Holly Baxter.

• So these guys have something called the Knowledge Assessment Manual by Strategic Knowledge Solutions Inc. And they have some published papers.

• So… there is a process for this kind of thing:

• Stage 1: Understand
• Stage 2: interviews and observations to understand current and future state, knowledge flow, etc.
• Stage 3: identify knowledge gaps
• Stage 4: select appropriate strategies

• Key challenges: infrastructure, use of email, KM tools, creating a common operational picture, business process oversight, content management, collaboration tools, onboarding/job-transition, transfer of experience

• All in all, not bad.

Delivering Global Business Value via Knowledge Collaboration by Guillaume (Schneider Electric) and Monney (Microsoft):

• Big… 160000 people in 100+ countries.
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• Measuring business value is based on Return on Engagement (ROE)
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McManus et al. Wanted: an active, viable, collaborative on-line community. Schneider Electric.

• Some interesting stats about the state of the union.
• "A community is a group of people who, for a specific subset, share a specialty, craft, role, profession, passion, interest, concern, or a set of problems. Community members deepen their understanding of the subject by:
• Interacting on an ongoing basis
• Asking and answering questions
• Sharing information
• Reusing good ideas
• Solving problems for one another
• Developing new and better ways of doing things"

• Metrics:
• Adoption and participation: how many members participate, how many posts generated, which posts generated traffic/likes
• Engagement and satisfaction: surveys -- how likely are you to recommend participation to another employee? Another survey: "I consider that my community is ACTIVE because it: provides value to me/job/business; allows me to learn from others; allows me to collaborate; allows me to get or provide support (on Likert agree/disagree scale)
• Success stories
• Community participation: build a charter that defines roles and responsibilities, establishes governance.
• KSFs: support organization, structured community launch with charter, sponsor engagement, community size, endorsement, member behavior, activity frequency, time dedication, alignment with objectives and culture
• Factors with no impact on success: age and seniority of members, category of the community, size of business, business unit, digital activity, total number of messages, tools used
• Communication/education: goals for internal communities, how to participate, where to go for help.
• Training materials by role; monthly webinars to share wins, challenges, and best practices.
• Next few weeks: plan a roadmap
• 6 months: initial community -- focused, motivated leader, clear list of members, business sponsor
• Year: identify other areas and get a high level sponsor with scope, budget, and resources.
• 2 years: long term sustainability program.

Lemons and Trees (!) of APQC Make the most of your current experts while developing new ones:

• Knowledge loss matrix can be an important driver for some of this stuff:

• Rate knowledge for each domain based on:
• Rarity
• Strategic breadth
• Difficulty of acquiring
• Difficulty of using
• Lockheed Martin uses a "Knowledge Continuity" team. Each role (expert, nex'pert, practitioner) has duties. Projects are short: 60-120 hours for all participants.
• Have formal tools (or genres) to navigate, filter, and customize.

DoD representative Jaymie Durnan gives us The defense innovation marketplace and virtual technology interchanges:

• Marketplace for defense-oriented innovations.
• Moving from "Best Practices and Business Rules" to "Critical Thinking" to "Innovation"

Bickerstaff et al. of Accenture with Suddenly, Stories are Serious Business!

• Cool. I often feel an affinity for corporate storytelling.
• Seven types of story:

• Books:
• Steve Denning
• Squirrel Inc.
• The leader's guide to storytelling
• The secret language of leadership
• John Seely Brown et al. Storytelling in organizations.

Jeff Stemke, Future of Knowledge Work: Developing your next generation of experts.

• We have to develop next generate experts.
• Smarter networks and knowledge visualizing are important.

Kamran Khan of Search technologies on Improving Online Search Experience at the National Archives:

• Search will slow as the collection and results set get bigger. For example, a search with 12,000,000 results will take 100 seconds!
• Scaling stuff up is really hard and requires a brick-oriented distributed infrastructure