How to Stem Knowledge Loss, LegalIT Conference, Montreal April 2011

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How to Stem Knowledge Loss. Presentation given to LegalIT Conference 2011 in Montreal on April 4, 2011 by ThoughtFarmer VP Gordon Ross.

How to Stem Knowledge Loss. Presentation given to LegalIT Conference 2011 in Montreal on April 4, 2011 by ThoughtFarmer VP Gordon Ross.

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  • 1. Gordon Ross Vice President ThoughtFarmer April 4, 2011 – Legallit - Montreal
  • 2.  
  • 3. Is Knowledge Loss really an issue? # 1
  • 4. 35.7 % #
  • 5. Source: Bureau of Labor Statistics
  • 6. Source: Bureau of Labor Statistics
  • 7. Source: Bureau of Labor Statistics
  • 8. Source: Bureau of Labor Statistics
  • 9. Source: Bureau of Labor Statistics
  • 10. Source: Bureau of Labor Statistics
  • 11. Source: Bureau of Labor Statistics
  • 12. Image source: danorbit on Flickr. Licensed under Creative Commons. Gen Y
  • 13. Image source: Squid! on Flickr. Licensed under Creative Commons. 77 million baby boomers
  • 14.  
  • 15.  
  • 16. You lose what they know (technical knowledge)
  • 17. You lose who they know (organizational knowledge)
  • 18. Image source: virtualpilot88 on Flickr. Licensed under Creative Commons. # Mid-1990s: After Delta layoffs, cost-per-seat mile increased
  • 19. Knowledge Loss: Problems & Solutions # 2
  • 20. Typical knowledge retention process: # Put key files in directory Write summary reports Exit interviews
  • 21. Problem #1 # Just because it’s been captured doesn’t mean it will ever be found.
  • 22. Intranet 2.0 Survey: # Does your intranet search usually help you find what you’re looking for? Yes No 85% 15%
  • 23. Social Intranet Software Solution # Provide multiple methods of navigation.
  • 24. Navigation
  • 25. Search
  • 26. Faceted Search
  • 27. Tags (related content)
  • 28. Tags (related content)
  • 29. Activity Stream (time-based)
  • 30. Activity Stream (time-based)
  • 31. Problem #2 # Typical knowledge retention process captures a small fragment of what is actually known
  • 32. # “ We always know more than we can say, and we always say more than we can write down.” Dave Snowden, Founder & Chief Scientific Officer, Cognitive Edge
  • 33. Image source: Learning, Working & Playing in the Digital Age, John Seely Brown
  • 34. Social Intranet Software Solution # Remove roadblocks to content creation.
  • 35. #
  • 36. #
  • 37. #
  • 38. #
  • 39. #
  • 40. # Blogs
  • 41. # Comments
  • 42. Social Intranet Software Solution # Work in the flow – not above it.
  • 43. Does this look familiar?
  • 44. Agenda on the intranet
  • 45. Email a link!
  • 46.  
  • 47. #
  • 48. #
  • 49.  
  • 50.  
  • 51. Problem #3 # Typical knowledge retention process ignores network of relationships critical to getting work done.
  • 52. # “ Linking and connecting people is more important than storing their artifacts.” Dave Snowden, Founder & Chief Scientific Officer, Cognitive Edge
  • 53. Social Intranet Software Solution # Provide a brilliant people directory.
  • 54.  
  • 55.  
  • 56.  
  • 57.  
  • 58. Social Intranet Software Solution # Add social context to content.
  • 59. #
  • 60. Intranet 2.0 Survey: # Can you see who is adding and editing pages on your intranet? Sometimes Never 48% 26% 26% Almost always
  • 61. #
  • 62.  
  • 63.  
  • 64.  
  • 65. Summary # Problem Social Intranet Software Solution Can’t find captured knowledge  Multiple ways to search & navigate Captured knowledge is partial  Capture more by removing roadblocks  Capture knowledge in-the-flow Relationships ignored, invisible  Wrap content in social context  Good people finder
  • 66. How do I deploy Social Intranet Software? #
  • 67. # “ Disciplined use of enabling technology is what makes such technology effective.” Retaining Today's Knowledge for Tomorrow's Workforce , APQC, March 2008
  • 68. 35.7 % #
  • 69. Thank You # Find us online: www.thoughtfarmer.com Twitter: @thoughtfarmer @gordonr