Developing Organisational Knowledge Management

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Developing a knowledge sharing toolkit …

Developing a knowledge sharing toolkit
Keeping content up to date
Dealing with knowledge hoarding
Using multiple media
Applying Social Media principles

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  • 1. Developing an Organisational KM Strategy Keith De La Rue AcKnowledge Consulting Tuesday, 3 March 2009
  • 2. Overview
    • Developing a knowledge sharing toolkit
    • Keeping content up to date
    • Dealing with knowledge hoarding
    • Using multiple media
      • Applying Social Media principles
  • 3. Developing a toolkit A knowledge sharing approach
  • 4. The environment Business Sales Force Business Customers Product & Marketing Teams Hundreds of Products Hundreds – On the road and desk-based Thousands Specialist Sales KM Team
  • 5. The KM approach
    • Product, service and solution “know-how”
    • Build a standard toolkit and activity program
      • Different media to suit different audience needs
      • Content , communications and training in one
    • The iStore
      • On-line document library
    • Sales KnowHow Bulletin
      • Weekly web-based newsletter
    • Knowledge Bites
      • Web and audio conference briefing
  • 6. The iStore
    • Everything sales staff need to know – in one place
      • Documents for internal & external use
      • Multimedia content
    • Standard document templates
      • Provide sales information in predictable format
      • Also stored on iStore
    • Lotus Notes/Domino database
      • Web browser access for all
      • Hand-held device access
      • Secure Admin access
  • 7. iStore scope
    • 3,300 entries
      • 90% documents – others link or text only
    • 270 contributors…
    • 370 products, services & solutions
    • Average over 60,000 hits per month
    • Multiple indexes and search
      • Every entry accessible by any index
    • Anonymous reader access
    • Subscription for weekly updates
  • 8. Keeping content up to date Accountability, behaviour and engagement
  • 9. The contributors
    • Product Managers, Marketers, SMEs
    • Increasingly time-poor
    • The “Ivory Tower” syndrome
      • Knowledge “hoarding”…
    • Interested mostly in products and solutions
      • Want to provide lots of detail!
    • More accountable for costs than sales
    • Not usually hired as communicators
    • Focus only on own product
  • 10. Contributor accountability
    • Self-service
      • Contributors load and own all content
      • Every entry must have one accountable owner
    • Manage entry status, currency and validity
      • Draft, Published, To be deleted
    • Guides and training provided
      • Including eLearning modules
    • Control hand-over as required…
      • Job changes
      • Extended leave
  • 11. Regular reviews
    • All entries have a 90-day timer
    • “Entry last updated” date displayed
    • Auto review reminder emails to contributor
      • Two weeks’ notice, one week reminder
      • Update, republish or delete
    • Automatic archive at 90 days
      • Contributor advised
      • Entry visible, but attachment not accessible
    • Entries may be deleted if archived > 2 weeks
  • 12. Extended currency management
    • Attachment currency critical
      • Separate “file last uploaded” date tracked
      • Attachment age checked at each review
    • If attached file more than six months old:
      • Contributor asked to confirm content review
      • Confirmation logged & copy sent to manager
    • If attached file more than twelve months old:
      • Monthly scorecard sent via senior management
      • 27% reduced to 7% over 12 months
  • 13. The audience
    • Sales staff, Sales Specialists, Technical Sales
      • Large customers: face-to-face, on the road
      • Smaller customer: by phone, desk-based
      • Sales specialists need more technical detail
    • Increasingly time-poor
    • Need to know how to sell solutions
      • Focus on customer needs
    • Income at risk, based on sales and revenue
  • 14. Sales input and awareness
    • The audience as part of currency management
    • All entries have feedback form
      • Messages go to contributor
      • Available for archived entries
      • Identity automatically captured through single sign-on
    • All entries have “five-star” rating
    • Messages logged on Admin interface…
  • 15. Administration
    • Monitor entry status on Admin interface
      • Provide reporting
    • Monitor email failures and responses
      • Identify and follow up staff movements
    • Intervene as required
      • Identify issues
      • Phone calls to recalcitrants
      • Provide training and help
  • 16. Dealing with knowledge hoarding Tearing down the Ivory Tower
  • 17. Starting out
    • Start with defined scope
    • A “Knowledge points” system
      • Built into KPIs (Key Performance Indicators)
    • Rewards and Recognition program
      • Include branding, non-monetary rewards
      • Public recognition
      • Must reward only correct behaviour
    • Become part of standard business
    • Need to drive accountability
  • 18. Extending the scope
    • “Middle-out” approach
      • Started small, but management support critical
    • Original culture became accepted
      • Even with organisational changes
    • Continually emphasise audience needs
      • Sales staff need up-to-date information
      • “Is that on the iStore?”
    • Build into standard Product Launch process
  • 19. Keep it simple – and standardised
    • Make it as easy as possible to share knowledge
    • Simple web form
      • Contributor selects meta-data
      • All key meta-data mandatory
      • With some optional extras
    • Ensure clarity in classifications
      • Single product name, but optional additional names
      • Single document type, following template
      • Entry title automatically assembled
  • 20. Building a contributor community
    • Need to Know – quarterly email newsletter
      • Brief, focus on key issues and system updates
      • Report “Top 10” contributors
    • Also update via other media
    • Contributor statistics access
    • Help, guides and training provided
    • Use of dedicated emailbox – “! iStore”
      • Risk of complacency
      • Phone calls, alternative approaches
  • 21. Using multiple media Social Media principles
  • 22. An open policy
    • "Knowledge can only ever be volunteered ; it cannot be conscripted "
      • David Snowden
  • 23. Be afraid!
    • A completely open system
    • Anyone can create, update or change
      • Open access to all
      • No log-in required
      • But identity captured and audit trail kept
    • Risk of incorrect information?
      • Never eventuated
    • Trust a critical element
      • The heart of Web/Enterprise 2.0
      • Trust has been consistently honoured
  • 24. Sales KnowHow Bulletin
    • Weekly web-based newsletter
    • Latest news on products and campaigns
    • Notice emailed to target audience
      • Only read items of interest
    • Front page has 50-word summary
      • Click through layers to detail
    • Suits time-poor audience
  • 25. Knowledge Bites
    • Weekly audio and web conference
      • Two 10-minute “bites”, with Q&A
      • Introduced and managed by KM team
      • Presentations delivered by SMEs
    • Slide pack loaded to iStore
    • Audio edited and loaded to iStore
    • Enhanced subscription service
      • Provides ‘podcasting’
    • Suits time-poor audience
  • 26. Other tools
    • iKnowItAll Quiz
      • Online interactive quiz
      • Fun learning, suits desk-based staff
    • Scripted audio and video (ProductStream)
      • Online
      • Suits desk-based staff
    • Audio CDs (iRadio)
      • For on-the-road staff
      • Replaced by Knowledge Bites audio
  • 27. Choosing the media
    • Ignore traditional distinctions
      • Content , communications and training
      • End result is an informed audience
    • Build media to meet audience needs
    • Use available technology
    • Get new technology as required
      • Go outside the firewall if necessary!
    • Use “safe-fail” experiments
  • 28. System review & refresh
    • Change determined by audience
    • Regular review program
      • Review of entire toolkit
    • Surveys, Focus Groups, Projects, Reviews
      • Qualitative and quantitative measures
    • Team strategy workshops
    • Feed back results
    • Communicate changes
  • 29. Summary
    • Build a broad-based toolkit
    • Make it "the way we do things around here“
      • Know the business and meet the needs
    • Know your audience and contributors
      • And how they operate
    • Manage currency and accuracy
      • Address accountability, behaviour and engagement
    • Exercise trust, and make it as easy as possible
    • Human issues come before technology!
  • 30. Thank You! [email_address] +61 418 51 7676 Blog: http://acknowledgeconsulting.com/