Institutional memory

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  • 1. If your want to improve Institutional Memory first ask: How do we define knowledge? Tuesday, 16July, 2013
  • 2. For example, are we more concerned with explicit or implicit knowledge? Tuesday, 16July, 2013
  • 3. implicit knowledge is complex Cynefin Framework, Dave Snowden Tuesday, 16July, 2013
  • 4. knowledge knowledge for work & jobs explicit implicit Routine & Producing Technical & Improving Craft & Building Innovative & Thinking Customized Work Standardized Work Sources:Tom Gram & Lou Adler Tuesday, 16July, 2013
  • 5. “strong interpersonal relationships that allowed discussion, questions, and feedback were an essential aspect of the transfer of complex knowledge” Pamela J. Hinds & Jeffrey Pfeffer Why Organizations Don’t ‘‘KnowWhatThey Know’’ in Sharing Expertise: Beyond Knowledge Management 2003 Tuesday, 16July, 2013
  • 6. Artifacts left by projects Information & outputs produced [explicit] Expertise [implicit] A network of connections [implicit & explicit] Tuesday, 16July, 2013
  • 7. event memories: e.g. construction of new facilities process memories: how things are done in order to repeat them decision memories: how & why we chose one course of action over another Types of Institutional Memory Tuesday, 16July, 2013
  • 8. data + story = context data + knowledge = information knowledge & stories come from people Tuesday, 16July, 2013
  • 9. Story = Character + Predicament + Attempted Extrication Would it not be more effective if organizational knowledge was developed as stories? Tuesday, 16July, 2013
  • 10. Comprehension = mapping your stories onto mine - Roger Schank In good stories, we do not give answers Tuesday, 16July, 2013
  • 11. Little s: anecdotes examples recounts Big S: myths legends epics Take the Story Test: Tuesday, 16July, 2013
  • 12. “the simplest advice for beginners is to make a point, tell a story illustrating that point, then give your reasons, and then reiterate that point.” - Shawn Callahan, Anecdote Tuesday, 16July, 2013
  • 13. Qualcomm Story Criteria: 1. Does the story fit into one of the company’s values, such as execution or innovation? 2. Does it meet some other organizational goal? 3. Is it memorable? storytelling_drives_knowledge_and_information_sharing_across_qualcomm/2 Tuesday, 16July, 2013
  • 14. explicit institutional memory: Tuesday, 16July, 2013
  • 15. 1. build an explicit strategy for maintenance 2. identify key things for everyone to know or do & turn this to an explicit expectation. 3. create processes to capture & curate institutional knowledge [e.g. PKM] - Ron Ashkenas How to Preserve Institutional Knowledge (make it explicit) Tuesday, 16July, 2013
  • 16. A set of processes, individually constructed, to help each of us make sense of our world & work more effectively. Tuesday, 16July, 2013
  • 17. Institutional Memory feeds off: strong personal knowledge management [PKM] among individual staff members ... Tuesday, 16July, 2013
  • 18. “Curation is about making sense of a topic / issue / event / person / product, etc. for a specific audience.” - Robin Good, Master New Media The Institution is Your Audience Tuesday, 16July, 2013
  • 19. As an organization, create opportunities “to have coffee together” Get people together for regular activities where they can talk to each other. Ensure “knowledge capture” tools are available and easy to use - like whiteboards, mobile devices, social networks, file-sharing, etc. Tuesday, 16July, 2013