Knowledge Services

Slide 1: 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 1. Four types of content (embedded message or signal) are created, managed, and used by science-based departments. Some NRCan examples are listed here.

Slide 2: Content Value Chain Domain Objects Data Information Knowledge Wisdom Organization Data Records Know how Experience Flow of content through sequential stages, each of which changes its form and increases its usefulness and value. 2. Content is transformed from one form to another through processes such as capturing, interpretation, analysis, and experience.

Slide 3: Content Flow Executive Programs Admin Science Industry Policy Operational 3. Content flows vertically within programs: downwards as direction and coordination; upwards as reports and advice. The challenge is to have content flow horizontally across programs.

Slide 4: Knowledge Services Content Products Help Solutions Objects Database Answers Direction Data Scientific article Advice Plans Information Technical report Teaching Operations Knowledge Outreach material Facilitation Positions Wisdom Geospatial products Support Coordination Statistical products Laboratory Accomplishments Standards Policies Regulations Systems Devices 4. Knowledge services are programs that produce and provide content-based outputs, with embedded value, that satisfy user needs. NRCan knowledge services are listed here.

Slide 5: Knowledge Services System Mandate Recommendation Benefits Evaluators s Intelligence Indirect Outputs Outcomes Organization Sector Canadians (secondary) Direct Outputs (primary) Knowledge Body of (tertiary) Knowledge (Knowledge cycle) 5. A Knowledge Services System combines components and infrastructure that function collectively to produce, provide, and use knowledge services.

Slide 6: Knowledge Services Value Chain Organization Sector / Society Legend Extract Use Use Use Internally Professionally Personally Advance Embed Manage Transfer Evaluate Add Transform Generate Value 6. Knowledge services flow through nine stages in which value is embedded, advanced, or extracted by an organization, sector, or society.

Slide 7: Provider/User Information Market Providers Government (Supply) On-Line An information market connects providers and users Global Disaster Users (Demand) Information Network 7. Provider/User information markets focus on transactions (Fig. 6, vertical line). But departments are mandated to generate knowledge and promote sector outcomes.

Slide 8: Knowledge Market (Market / Demand) Evaluate 1. Generate (Performance / Supply) 8. Use Personally 2. Transform Forestry Metals & Minerals Natural Organization 7. Use Resources Professionally Earth Energy 3. Enable Sciences 6. Add Value 4. Use Internally 5. Transfer 8. Because knowledge is used to create more knowledge, knowledge markets are circular. A number of organizations are often involved between creating original content and end use.

Slide 9: 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 needs – Evolve capacity to shifting markets 9. Evaluating performance is a supply approach to knowledge markets; evaluating market needs is a demand approach. Both have implications for science departments.

Slide 10: Information Policies Mandate Business Content Information Strategy Rights Government Serviced-Based Service Vision of Canada Framework Information Management Policies Plans Programs 10. Information laws and policies (privacy, security, language, access) affect different levels of science-based departments. Consistent actions are needed at all levels.

Slide 11: Delivery Strategy: Richness Spectrum Rich Content Content Audience Interaction Transfer User Difficulty Size Other Complex One Intervene Conversation service Knowledge Conceptual Few Support Paper Intermediary Complicated Few Promote Specification Practitioner Professional Some Explain Consultation Canadians Popular Many Advertise Self-help All residents Fool-proof All Provide Forms Reach 11. The delivery spectrum shows the range of richness of service delivery. A mismatch between richness attributes and user capabilities precludes effective delivery.

Slide 12: Service Framework Attributes • Horizontal flow rather than vertical processes • Links science to policy and other outputs • Supports organizational mandate and business • Promotes sector outcomes and benefits for Canadians • Identifies Important questions 12. The service delivery framework has a number of attributes that make it desirable for consideration by science-based government departments.