Information and Knowledge Services: Finding Structure in Complexity Albert Simard presented to GTEC Ottawa, ON, Oct. 23, 2006

An opening thought… “ One of the saddest features of the real world is that goods do not spontaneously present themselves for distribution” The Economist (Nov. 5, 1994)

NRCan Knowledge Services Task Group Mandate “ Examine the nature of science-related programs in Natural Resources Canada, describe appropriate elements in the context of Government of Canada Service Transformation, and submit a report.” Background Understanding Knowledge Services NRCan (2006)

Orders of Knowledge Adapted from Snowden (2002) Background 1. Routine Standards, manuals Bureaucrats, administrators Categorize, process 2. Specialized Technical documents Experts, consultants Design, develop systems 3. Complex Tacit knowledge Scientists, experience Find patterns, understand 4. Chaotic Observations Explorers, innovators Explore, test

Standards, manuals

Bureaucrats, administrators

Categorize, process

Technical documents

Experts, consultants

Design, develop systems

Tacit knowledge

Scientists, experience

Find patterns, understand

Observations

Explorers, innovators

Explore, test

A Business Perspective Describe Strategy + Measure Strategy + Manage Strategy = Effective Strategy Adapted from Kaplan and Norton (2004) Background

Describe Strategy

+ Measure Strategy

+ Manage Strategy

= Effective Strategy

Outline Knowledge Services Knowledge Services System Framework Dimensions Service Framework

Knowledge Services

Knowledge Services System

Framework Dimensions

Service Framework

What is Content ? Collections – objects, artifacts: books, documents, rocks, minerals, insects, plant materials, diseased tissue, seeds Data – facts, observations : elements, files, records, datasets, databases, statistics Information – meaning, context: records, documents, reports, photos, maps, brochures, presentations, recordings Knowledge – understanding, predictability : equations, models, scientific publications, experience, know-how Services

Collections – objects, artifacts: books, documents, rocks, minerals, insects, plant materials, diseased tissue, seeds

Data – facts, observations : elements, files, records, datasets, databases, statistics

Information – meaning, context: records, documents, reports, photos, maps, brochures, presentations, recordings

Knowledge – understanding, predictability : equations, models, scientific publications, experience, know-how

Content Value Chain “ Flow of content through sequential stages, each of which changes its form and increases its usefulness and value.” (NRCan, 2006) “ Embedded value in the form of the message or signal contained within all elements of the content value chain.” Services Objects Data Information Knowledge Wisdom

Knowledge Services Services Direction Plans Operations Positions Coordination Accomplishments Answers Advice Teaching Facilitation Support Laboratory Database Scientific article Technical report Outreach material Geospatial products Statistical products Standards Policies Regulations Systems Devices Objects Data Information Knowledge Wisdom Solutions Services Products Content

Service Value Chain 1. 2. 3. 4. 5. 6. 7. 8. 9. Services Use Internally Use Professionally Use Personally Generate Transform Add Value Transfer Evaluate Manage Extract Advance Embed Legend Organization Sector / Society

Knowledge Services - Stages Generate (start Knowledge Services value chain) Transform (goods & services increase utility, value) Manage (permit transfer) Use Internally (accomplish organizational objectives) Transfer (enable external use) Enhance (increase availability, utility, value) Use Professionally (sector derives benefits) Use Personally (individuals derive benefits) Evaluate (organizational mandate, resources) Services

Generate (start Knowledge Services value chain)

Transform (goods & services increase utility, value)

Manage (permit transfer)

Use Internally (accomplish organizational objectives)

Transfer (enable external use)

Enhance (increase availability, utility, value)

Use Professionally (sector derives benefits)

Use Personally (individuals derive benefits)

Evaluate (organizational mandate, resources)

Knowledge Market Services (Performance / Supply) (Market / Demand) 6. Add Value 7. Use Professionally 8. Use Personally Evaluate Natural Resources Forestry Metals & Minerals Earth Sciences Energy 1. Generate 2. Transform 3. Enable 4. Use Internally 5. Transfer Organization

Outline Knowledge Services Knowledge Services System Framework Dimensions Service Framework ..

Knowledge Services

Knowledge Services System

Framework Dimensions

Service Framework

Knowledge Services System System Indirect Outputs Sector Outcomes Canadians Intelligence Organization Mandate Body of Knowledge (Knowledge cycle) Direct Outputs Evaluators Recommendations Benefits (tertiary) (secondary) (primary) Knowledge

Knowledge Services System Structure Elements of Zachman (1992) System Component… Component f Component c Component… Component e Component b Purpose… Purpose 2 Purpose 1 Component… Component d Component a Stage 1 Stage 2 Stage … Knowledge Services Value Chain Benefits Who Work What Why

System Stages * = essential System Organization Society / Nature Interme-diaries Add Value Enhanced Outputs Developers Transform Products / Services Users Use Internally Solutions Evaluators Evaluate Performance/ Markets Recommend Clients Use Profession-ally Outcomes / Societal B. Canadians Use Personally Personal Benefits Originators Generate Content * Providers Transact / Transfer Outputs Knowledge * Other Services Lost Managers Preserve / Enable Existing / Available Inventory *

Management Sub-System System to Content from Production Existing Inventory Managers Lost Value Preserve Enable Accessible Inventory Organization Mandate to Sharing

Manage Content System Existing: Content Products Services Accessible: Content Products Services Establish programs Implement programs Persevere Manage: IT infrastructure libraries collections data records information knowledge Inventory Prioritize Capture Record Organize Store Senior manager Manager IT manager Champion Curator Data manager Information manager Knowledge manager Inventory Enable Preserve Managers

Services System - Attributes Independent of content or issues Based on a sound logic model Addresses real-world complexity Includes all organizational “Infostructure” Supports performance measurement Helps identify important questions. Services

Independent of content or issues

Based on a sound logic model

Addresses real-world complexity

Includes all organizational “Infostructure”

Supports performance measurement

Helps identify important questions.

Outline Knowledge Services Knowledge Services System Framework Dimensions Service Framework

Knowledge Services

Knowledge Services System

Framework Dimensions

Service Framework

What is a Framework? “ Structural outline of the components of an organization, system, or process and the relationships among them.” Dimensions Understanding Knowledge Services NRCan (2006)

Why a Framework? Provides structure in a complex world Shows what the picture looks like Describes how things are related Lists everything that is included Basis for planning and action. Dimensions

Provides structure in a complex world

Shows what the picture looks like

Describes how things are related

Lists everything that is included

Basis for planning and action.

Framework Dimensions Content Service Scale Infrastructure Dimensions

Scale Organization Society - sovereignty Government - mandate Department - authority Sectors – resources Branches - coordination Programs - services Projects - deliverables Tasks - results Management Business Case – role Vision – goals Charter - existence Governance – decisions Framework – structure Policies - outcomes Strategy – approach Plans – procedures Dimensions Content / Services

Organization

Society - sovereignty

Government - mandate

Department - authority

Sectors – resources

Branches - coordination

Programs - services

Projects - deliverables

Tasks - results

Management

Business Case – role

Vision – goals

Charter - existence

Governance – decisions

Framework – structure

Policies - outcomes

Strategy – approach

Plans – procedures

Management Infrastructure Dimensions Collections mgt. Data management Information mgt. Knowledge mgt. Processes - Staffing - Expertise - Motivation - Learning People Mandate Responsibilities Authorities Resources Organization Content, Services Technology Computers Applications Systems Communication -Networks

Collections mgt.

Data management

Information mgt.

Knowledge mgt.

- Staffing

- Expertise

- Motivation

- Learning

Mandate

Responsibilities

Authorities

Resources

Computers

Applications

Systems

Communication

-Networks

Content Focus Dimensions Policy Executive Operational Statistics Communication Science C Industry

Service Focus Dimensions S 1. 2. 3. 4. 5. 6. 7. 8. 9. Use Internally Use Professionally Use Personally Generate Transform Add Value Transfer Evaluate Manage Organization Sector / Society

Primary Dimension ? Infrastructure Content organization management supply Services clients markets demand Scale Cost of running the business Investing in the business Dimensions

Content

organization

management

supply

Services

clients

markets

demand

Services Framework - Attributes Horizontal flow rather than vertical processes Links science to policy and other outputs Supports organizational mandate and business Promotes sector outcomes Emphasizes benefits for clients and Canadians Helps identify important questions Dimensions

Horizontal flow rather than vertical processes

Links science to policy and other outputs

Supports organizational mandate and business

Promotes sector outcomes

Emphasizes benefits for clients and Canadians

Helps identify important questions

Outline Knowledge Services Knowledge Services System Framework Dimensions Service Framework

Knowledge Services

Knowledge Services System

Framework Dimensions

Service Framework

Service Framework Framework Information Services System Model Serviced-Based Framework Management Plans Programs Content Strategy Business Mandate Business Model Establishment Direction Priorities Organization (implement) People (culture change) Process (inventories) Technology (systems) DM / IM / KM / RM / Lib. / Coll. Recommendations Direction Coordination Reports

Important Questions Framework Access Interoperability Privacy Security Information Rights Reach Richness Communication Strategy Knowledge Markets Role, Approach

Organizational Role in Knowledge Markets? Content - provider, user, intermediary Participant - owner, manager, developer, member Support - champion, facilitator, funding, infrastructure Framework

Content - provider, user, intermediary

Participant - owner, manager, developer, member

Support - champion, facilitator, funding, infrastructure

Approach to knowledge markets? Supply Integrate different types of content Measure system performance Improve system productivity Demand Survey market wants & needs Transform surveys into market intelligence Adapt outputs to market wants & needs Evolve capacity to reflect shifting markets Framework

Supply

Integrate different types of content

Measure system performance

Improve system productivity

Demand

Survey market wants & needs

Transform surveys into market intelligence

Adapt outputs to market wants & needs

Evolve capacity to reflect shifting markets

Information Rights and Policies Government of Canada Framework Mandate Information Rights Information Policies Management Plans Programs Content Strategy Business Serviced-Based Framework Service Vision

Distribution of outputs among user groups? Internal users – leaders, managers, planners, advisors, coordinators, knowledge workers Body of knowledge – national & international science & technology communities Other services – transaction, intervention, interaction Intermediaries – governments, business, practitioners, trainers, researchers, media, NGOs, international groups Clients - governments, business, practitioners, trainers, researchers, NGOs, international groups Canadians – e.g., community, well being, safety, employment, education, consumerism, environment… Framework

Internal users – leaders, managers, planners, advisors, coordinators, knowledge workers

Body of knowledge – national & international science & technology communities

Other services – transaction, intervention, interaction

Intermediaries – governments, business, practitioners, trainers, researchers, media, NGOs, international groups

Clients - governments, business, practitioners, trainers, researchers, NGOs, international groups

Canadians – e.g., community, well being, safety, employment, education, consumerism, environment…

Richness Spectrum – Transfer & Use Framework Rich Reach Forms Self-help Consultation Specification Paper Conversation Transfer All residents Canadians Practitioner Intermediary Knowledge Other service Service Destination Transaction Fool-proof Mandatory Interests Popular Simplified Management Professional Specialized Enhance Complicated Technical Research Conceptual Complex Particular Complex Unique Example of Use Content Difficulty Region

Richness Spectrum - Processes Framework Distribution Interaction High Low Rich Reach Middle

Richness Spectrum – Interaction & Distribution Framework Reach Rich Provide Advertise Explain Promote Support Intervene Interaction Common Mass All Mandatory Standards Categories Many Simplified Domain Sector Some Specialized Specification Tailored Few Technical Formats Specialized Few Complex None Customized One Unique Architecture Market Segment Audience Size Region

Audience Characteristics What are their triggers? Who do they listen to – opinion leaders? Are they partners? Clients? Stakeholders? How often do they need content? What format do they need? What is their level of understanding? Framework

What are their triggers?

Who do they listen to – opinion leaders?

Are they partners? Clients? Stakeholders?

How often do they need content?

What format do they need?

What is their level of understanding?

Channels On-line On-site Off-site Kiosk Mail E-mail Telephony Fax Framework How will outputs and services be provided? One way or many? Push or pull? Synchronous or asynchronous?

On-line

On-site

Off-site

Kiosk

Mail

E-mail

Telephony

Fax

Why a Service Framework? Direct link to organization’s business Supports strong business case for IM Focuses on clients & Canadians In sync with GoC service transformation Promotes a shift from supply to demand Here’s what we have / What do you want? IM should be more successful with a service focus! Framework

Direct link to organization’s business

Supports strong business case for IM

Focuses on clients & Canadians

In sync with GoC service transformation

Promotes a shift from supply to demand

Here’s what we have / What do you want?

A Final Thought… “ The first task of any theory is to clarify terms and concepts that are confused… Only after agreement has been reached regarding terms and concepts can we hope to consider the issues easily and clearly and expect to share the same viewpoint.” Karl Von Clausewitz (1780-1831)