What’s a Critical Success Factor Analysis?A Critical Success Factor is a key areaof the business where highperformance is required if goals are tobe achieved. These factors most affectan organizations ability to succeed…those things that must go right toreach the goal they support.
My example’s Critical Success Factors• Measure the impact of knowledge sharing on performance.• Examine business performance.• Enable people to collaborate• Provide structured mechanisms for people to share what they know.• Integrate L&D activities with learning that takes place outside of L&D.
Without silos, anyone canconnect with anyone. http://www.flickr.com/photos/thomaspurves/522157472/
Getting people talkingencourages continuous improvement http://www.gapingvoid.com/sunlogo006.jpg
How this Knowledge Exchange Cycle works• Employees share through social networking.• Employees collaborate in Communities of Practice.• Cybrarians curate products of collective knowledge.• Leadership, performance indicators and job performers identify knowing/doing gaps.• Formal learning fills the gaps.• This new information is negotiated into the collective understanding.• Wash, rinse, repeat.
Social Networking• “Hallway conversations”• Enables groups to come together on their own terms: informally and virtually.• Share information and solve immediate problems.
Community Building• In communities, people do something to belong.• Communities are comprised of people who share an activity in common and come together to discuss it, swap stories, share know- how.
Collective Knowing• Collective knowledge activities emerge from communities.• Collectives are small groups of people who belong to do something together.
Curation• “Cybrarians” reduce barriers for collectives to document what they’re learning; help organize the products of collective knowledge.• This is a powerful and emerging role for L&D in organizations.
Find the Knowing/Doing Gaps• Collective know-how must be reconciled with strategic organizational goals.• Provide access to tools and datasets that aren’t normally shared across departments; focus on usability and usefulness.• HINT: where the flow of know-how is slowing down indicates a knowing/doing gap.
Measuring Things• Look to what employees are asking and how they’re answering each other.• Analytics… – Raven Tools – Cisco SocialMiner – Adobe SocialAnalytics – Girih
Introduce New Information• Information pushes (formal learning) to reinforce the desired state identified• Create “business objects” that give employees a reason to talk about the new information you need them to have.
Reframe the Conversation• Get people talking about the new information so it gets reinforced.• In advance, identify performance measures & social analytics to qualify and quantify the success of your new information campaign.
Supporting the organization• Think of a knowledge exchange cycle as a coil on a spring.• This coil tightened provides continually growing support for whatever impacts hit the organization.
More information…• Attribution for all non-original images given, using CC-licensed images.• This presentation is licensed through Creative Commons.• Questions? Comments – @aaronesilvers – email@example.com