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my km journey v9
1. Lyn Murnane, Manager CoE – Knowledge Management
Analytics and Insights, Australia Division ANZ
2. About Lyn
A journey
KM stuff you’ve heard before
• It’s all about the stuff!
3 organisations
4 examples
• Overview
• Challenges
• Changes
• Outcomes
• Measures
Where might you start?
What will we chat about??
4. ANZ: March 2014 to present
• Manager CoE, Knowledge Management, Analytics & Insights
IDP Education: October 2011 – March 2014
• Knowledge Manager
Telstra: Jan- Sept 2011
• Manager, Knowledge Management
FastTrack Software: Jul – Dec 2010
• Knowledge Manager
Medibank Private: May 2008 – June 2010
• KM Business Consultant
FastTrack Software: August 2005 – May 2008
• Enterprise Support Lead
• IT Trainer
5. 5
How I learn
Networking
• KMrt
• KMlf
• MBIT @ RMIT 2008-2011
Continuous Learning
Coursera.org (2014)
• Gamification
• On Strategy: What Managers Can learn from Philosophy
Shaw Academy
• Diploma in Online Marketing
6. • Knowledge Manager
• KM Business Consultant
• Stakeholder
• IT Training & support
• Technical Writing
• KM Systems
• Instructional Design
• E-learning development
• User feedback
6
engagement
• Collaboration with SMEs
• Social networks
• Blog - genverbosity
• Twitter - @boffin66
• Networking
• Communities of Practice
• KMrt
• KMLF
7. • Customer / User Orientation
• Leadership
• Analytical Thinking and Decisive
Judgment
• Communications
• Facilitate sharing & collaboration
• Teamwork
• Learning and knowledge sharing
7
8. 8
Some data
• The average office worker spends 28 hours a week – or nearly 1500
hours a year - writing emails, searching for information and attempting
to "collaborate" internally, according to a new report.
• A new global report by McKinsey Global Institute, the research arm of
management consultancy McKinsey & Company, argues wide adoption
of social media technologies by businesses could cut down some of
the time-wasting involved in emailing and improve worker productivity
by 20 to 25 per cent.
http://www.smh.com.au/it-pro/business-it/workers-spend-61-per-cent-of-their-day-lost-in-email-and-information-
20120730-23957.html
• 19.8 per cent of business time – the equivalent of one day per working week –
is wasted by employees searching for information to do their job effectively,
according to research released today by Interact.
http://www.it-analysis.com/services/outsourcing/news_release.php?rel=38149
And sometimes I do remember to reference!
9. 9
Knowledge Sharing
data
Social Media
Participants – a
good alignment
to measure
knowledge
sharing
10. Let’s start with some examples
1. Medibank
2. Telstra
3. IDP Education
10
Overview
Challenges
Changes
Outcomes
Measures
12. Medibank Private - OVERVIEW
12
Market share in PHI Australia
29%
Number of people covered
3.8 million
Total Revenue
$5.9 billion
Total benefits paid
$4.6 billion (84.8% of contributions)
No. customer transactions in
3 million calls
PRIVATE HEALTH INSURANCE:
Highly government regulated –
and the regulations change
frequently
Extremely complicated – for
staff as well as customers
Customers often don’t really
understand their cover until
they claim
PHI is a high use insurance
compared to other insurances
http://www.medibank.com.au/Client/Documents/Pdfs/MPL_Annual_Report_2013.pdf
13. Medibank’s culture – the approach to change
“Empowerment for the Ground crew”
“We don’t need a McKinsey or a Boston Consulting to tell us
how to improve the business – we’ve got over 1200 ‘ground
crew’ staff who know exactly where the real gaps are to be
addressed in the business,” George Savvides – MD.
13
“We embrace change better when we do it ourselves “
14. Intranet
Inconsistency
Multiple
Sources
Ineffective
Comm’s
Intranet – 1400 files, out of date,
inconsistent, poor search, slow
Many sources of information:
Lotus Notes, shared drive (40,000
files), local info, Circulars
Help desk calls - 20,000 internal
staff helpdesk calls per month
Communication to frontline
staff ineffective – Circulars,
Manuals, Guides, many emails, 400
page policy documents
.
Customers Unhappy
Given Inconsistent information
Staff Retention
Feedback from exit interviews -
staff leaving because not
sufficiently supported to do their
jobs effectively
CHALLENGES
Help Desk Calls
Access to knowledge was confusing, inaccurate and inconsistent.
Staff
Retention
LOW Unhappy
Customers
14
15. Card Sorting
To perform a card sort:
1. A person representative of the audience is given a set of index cards
with terms already written on them.
2. This person puts the terms into logical groupings, and finds a category
name for each grouping.
3. This process is repeated across a population of test subjects.
4. The results are later analysed to reveal patterns.
Build User personas
• A user persona is a representation of the goals and
behaviour of a hypothesized group of users. In most cases,
personas are synthesized from data collected from
interviews with users.
Affinity Diagrams
• The affinity diagram organizes ideas with following steps:
• Record each idea on cards or notes.
• Look for ideas that seem to be related.
• Sort cards into groups until all cards have been used.
Once the cards have been sorted into groups the team may sort
large clusters into subgroups for easier management and
analysis. Once completed, the affinity diagram may be used to
create a cause and effect diagram.
http://www.smashingmagazine.c
om/wp-content/
uploads/2011/04/cards
orting.jpg
16. Pilot
Assess what are the biggest pain points
Deliver a pilot / small version of a knowledge
base
Include frequently asked questions and used
materials
Assess outcomes
16
Measures
Average handling times
Staff turnover / retention
Helpdesk calls
Ex gratia payment savings
17. 17
Desired changes
Departments
•HR
•Marketing
•Compliance
•Product
•PHI
•Fund Policy
•Complaints
•Finance
•Corporate Affairs
Modes
• Single
Knowledge
Repository
Staff Engagement
• I am in control
• Consistent
messages
• Reduced
Complaints
Customer
Satisfaction
• More satisfied
• Better service
Knowledge Enablers
Image: http://www.johnhaydon.com/wp-content/uploads/2009/04/twitter-many-to-one.jpg
18. • Max and Molly – 2 different KB applications
• Max was for customer facing processes
• Molly for corporate processes and support
• Both named by staff in a competition
• Sold using branded gadgets, stress balls,
umbrellas etc
18
20. 900000
800000
700000
600000
500000
400000
300000
200000
100000
0
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
04-05
05-06
06-07
07-08
08-09
09-10
20
Outcomes
Max / Molly / Intranet
21. Resistance
Business experts & Management
engagement
Approval process
subject matter experts took three
times longer than expected
Training
self-paced workbook didn’t work well
for call centre / retail environment
21
outcomes
Team
Built by staff for staff
Frontline engagement - focus groups (personas), super
user group
Competitions, surveys, road shows
Brand – identity , stickers, soft balls, umbrellas
quick reference guides / materials
Tool
good search, no complexity
met requirements
easy to use
Ongoing support
Feedback mechanism was and still is the most popular
feature
Content
Write it for the audience
Write if for how they think about it
Avoid jargon
22. Cost / Benefits
Ongoing Costs –after pilot
On-going costs 6 staff and support.
Benefit realisation within three months.
All Handling Time - The Pilot Program
statistics demonstrated a reduction of 6.3%
in Call Handling Time.
Ongoing Costs without change
Training – new starters
$12.5Keach / 30% turnover
Staff Help Desks
20,000 calls to 2 helpdesks.
Call Handling Time
Ex Gratia Payments
Cost MPL $500,000 in FY03. Consistent,
complete and accurate information in a
central repository has the ability to
reduce this cost.
23. Users
Measure no. of times users access certain items in KB
Ensure participation by enforcing access to news items
23
Content Audit
Review 6 monthly with SMEs
25. Know How – an intranet based process and sales
information tool that supports 14,000 users –
onshore, offshore and industry partners.
Know How's key focus is support of personal
customers
Includes some support for Telstra Business (Small
Business)
25
Telstra had 10 ‘official’ KM systems
100’s of unofficial tools including
spreadsheets, personalised web
pages, databases etc
26. Observations
• content / information verbose and not user friendly
• marketing materials copy and pasted into web
pages
• No collaboration
• Feedback loop was sporadic and not transparent
• No Governance, archiving or expiry of content
unless requested
26
27. • User Feedback forums
• What does KnowHow sound like / its
character
• Understanding what works and what
doesn’t
• What’s missing?
• Suggestions for inclusions
Getting engagement / buy-in
Assessment of value of outsourced
publishing
27
28. • Insourced team – 6 internal staff employed
• Governance model
• Audit process
• Expiry process
• Writing style guide
• Publishing style
• New content management system should have
automated some of these processes
28
29. Successes
Know How team won a business innovation award in 2012
http://www.cio.com.au/mediareleases/15187/telstra-tops-bi-awards/
29
30. 30
• Project to create a company wide
KM strategy
• Aims to create a single source of
truth
• High level governance model
• Has leadership support and cross
business unit endorsement
• Project currently being scoped and
mapped
• Identifying measures of success
32. IDP
• Education placements – market leader.
• Placements in AU, US, CA, UK & NZ
• IDP Education also manages and part-owns the IELTS test
– the leading test of English language proficiency for
study and migration.
• IDP is 50% owned by IDP Education Limited, a company
owned by 38 Australian universities, and 50% owned by
SEEK.
• 27 countries – 500 counsellors (Student Recruitment)
32
33. Overseas Student Central Advice Resource
CRM implemented to manage the end to end student application
process
33
Student
Enquiry
Best match
course
Application
Management
Visa
Assistance
Offer from
Uni
Needed data about all providers (unis) and their courses
34. • 136,000 knowledge base pages
• 99% data collected about universities and their programs
from publicly available information
• 1600 manual knowledge articles
• Provided by local staff, or from Uni
• Location based Visa information
• Presentations from universities
• Links to Uni sites & videos
• Info about scholarships & application requirements
34
35. • KB sold as matching tool
• Confused about how / why
• Visibility of content
• Issues with accessibility & control of information
• Search
• How to return relevant results from so much content
• Navigation
• Where to find the content
35
36. 2nd project to add more functions and fix issues
Support desk produced a tag line
We needed to give OSCAR some life
Character and tagline born
36
38. All Users Keyword Search vs '0' Results Keyword Searches (Counsellors)
Weekly '0' Results
38
measures
OSCAR Connect Measures - last 90 days Result % Result Target Total Last week
a. Decrease number of staff not yet participating
in OSCAR Connect
b. increase adoption
Active Users 208 38% 70% of licences 550 210
Creators (have posted) 48 23% 24% of active users 50
Commentors 74 36% 33% of active users 77
Inactive 342 62% 30% of licences 340
KB Reporting
used default
keyword report
to cover all
Current Measures 24-Jun 1-Jul 8-Jul 15-Jul
KB Logins (Adoption Report) 6038 5532 6239 8201
Keyword Searches (Counsellors) 899 978 1401
Weekly '0' Results 128 101 111
Answers Viewed (Counsellors) 1644 1396 1573 1848
Matching Sessions 1453 1566 1714 1307
OSCAR Connect Views 511 364 136 143
OSCAR Connect Posts 44 33 16 6
OSCAR Connect Comments 216 97 35 28
OSCAR Connect Active Users 87 70 50 49
Answers Viewed (Counsellors)
971
1115
757
839
1012
733
1116
1021
1090
1100
1250
905
1008
1683
1602
1457
1426
1400
1465
1997
2023
2109
1857
2060
1582
2290
2521
2470
2820
2487
2763
2373
2357
2332
2215
2224
2817
2997
2904
2864
2794
2658
2553
2243
2835
14-Oct
21-Oct
28-Oct
4-Nov
11-Nov
18-Nov
25-Nov
2-Dec
9-Dec
16-Dec
23-Dec
30-Dec
6-Jan
13-Jan
20-Jan
27-Jan
3-Feb
10-Feb
17-Feb
24-Feb
3-Mar
10-Mar
17-Mar
24-Mar
31-Mar
7-Apr
14-Apr
21-Apr
28-Apr
5-May
12-May
19-May
26-May
2-Jun
9-Jun
16-Jun
23-Jun
30-Jun
7-Jul
14-Jul
21-Jul
28-Jul
4-Aug
11-Aug
18-Aug
39. What??
39
Gamification:
The use of game elements and game-design
techniques in non-game
contexts
“For the Win” Kevin Werbach, Dan Hunter
Wharton Digital Press - 2012
http://www.greenbookblog.org/2013/07/08/for-the-love-of-the-game-using-gamification-
in-mr-as-a-complimentary-tool/
40. • More engagement
• Ideas for improvements / additions
• Discussion of issues
• Share info
40
41. Treasure Hunt
• Ask a question in community site
• Users search in KB
• Answer via KB feedback (v1)
• Answer via community site (v2)
• Impact is increased visibility ongoing
41
42. 42
Community Reputation
Depending on points accumulated, a different
‘bling’ icon is displayed next to a user’s name
By viewing the change in Member numbers, I can see
who has changed from ‘lurker’ to participant.
Last year, I had 310 Members and only 1 new
user so 7 people felt ‘moved’ enough to
comment this week.
44. 44
What are the game Parts?
PBL
• Points
• Badges
• Leaderboards
Examples of extrinsic motivation
Not intrinsic so may well prove to be unsustainable
46. IELTS
Test Centre
Test Centre
IELTS results are accepted by more
than 8000 organisations in more
than 135 countries.
IELTS results are accepted by more
than 3000 institutions and programs
in the US.
The IDP IELTS test centre network
offers IELTS in more than 200
locations globally.
Example Sites
University accepts results
Employer accepts results
IELTS Test Centre
IELTS
46
More than two million IELTS tests were taken in the past 12 months.
IELTS is available in more than 130 countries.
There are more than 900 IELTS test locations worldwide.
The IDP IELTS test centre network offers IELTS in more than 200 locations globally.
IELTS is available up to four times per month, 48 times per year.
IELTS results are available after 13 calendar days.
IELTS test is jointly owned by IDP Australia,
Cambridge and British Council globally.
IELTS in Australia is wholly owned by IDP
47. CRM for Central
Disparate record management
Centralise
Agile project
• High level Reqs – Week 1 December 2012
• Build – Week 2 -3 December 2012
• Showcase – January 2013
• Pilot launched February 2013
47
48. Support and queries managed by central
team via email
How to give test centres the power to help
themselves
Suggest a KB
Why should some wait overnight or over weekend for
response?
48
49. Assess Issues / pain points
Assess FAQs from enquiry inbox
Assess common issues and requests from Regional
Managers
Assess common audit issues
Build content around these main pain points
Ask network what they need?
Ask them if they wish to participate in testing, feedback and
naming
‘iKnow’ is born
49
50. 50
Outcome – early results
KB launched 27 June 2013
Feedback positive
400 answers and growing
Participation from all sites not just head office
And hey, I won an award!
54. “Anyone in the organization who is not
directly accountable for making a profit
should be involved in creating and
distributing knowledge that the company
can use to make a profit”
Sir John Browne – CEO of BP
Interesting article on BP’s knowledge management struggle
http://www.ikmagazine.com/xq/asp/sid.0/articleid.750C40CD-3510-47CA-9827-
5403ADCE1D93/eTitle.Greater_than_the_sum_of_its_parts_Knowledge_Management_in_British_Petroleum/
qx/display.htm
54
