Keith De La Rue - KM Performance

Improving Knowledge Management performance for advantage Keith De La Rue AcKnowledge Consulting Tuesday, 2 September 2008

Overview
Managing knowledge as an asset
A knowledge transfer toolkit
Channels for knowledge transfer
Building sharing technology for people
Something old, something new…
Ownership and currency maintenance

Managing knowledge as an asset A knowledge transfer toolkit

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

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

The core asset – 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

iStore scope
3,000+ entries
270 contributors…
370 products, services, solutions & campaigns
Average over 60,000 hits per month
Multiple indexes and search
Every entry accessible by any index
Anonymous reader access
Subscription for weekly updates…

Knowledge as an asset
Knowledge base is an identifiable asset
Critical requirement for sales success
Must be up to date, accurate and reliable…
… and easy to find needed info
Availability saves time searching
Need access to knowledge at the time of need!

Must be “business as usual”
Address real business needs
Need to introduce new products and solutions
Need to equip sales force
Part of standard product build process
Mandatory step in “Launch Ready” stage
Adopt standardised IT support process
Engage all stakeholders
Gain management support
Sell benefits and promote

Channels for knowledge transfer Technology for the people

Choosing the channels
Ignore traditional distinctions
Content , communications and training
End result is an informed audience
Build channels to meet audience needs
Use available technology
Get new technology as required
Go outside the firewall if necessary!
Use “safe-fail” experiments

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

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

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

iKnowItAll Quiz
Online interactive quiz
Flash-based, with question database management
Fun learning
Simple questions
Multiple choice, true/false, perfect match
Source document supplied
Ideally suited to desk-based staff
Used as a team sport!

Other tools
eLearning (iBrief)
Online
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

Ownership and currency maintenance Accountability, behaviour and engagement

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

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

Regular reviews
All entries have a 90-day timer
“Entry last updated” date displayed
Auto review reminder emails to contributor
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

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

Sales input and awareness
All entries have feedback form
Messages go to contributor
Available for archived entries
All entries have “five-star” rating
The audience is part of currency management
Messages logged on Admin interface…

Administration
Monitor entry status on Admin interface
Provide reporting
Monitor email failures and responses
Identify and follow up staff movements
Intervene as required
Phone calls to recalcitrants
Provide training and help
Engage the community
Quarterly emails to contributors

Other considerations
Management support critical
Need “WIIFM” factor
Rewards & Recognition program
Depends on organisation structure & budget
Build into KPIs (Key Performance Indicators)
A “Knowledge points” system
Depends on organisation structure

An open policy
"Knowledge can only ever be volunteered; it cannot be conscripted"
David Snowden
Make it as easy as possible to share knowledge
Simple, web-based entry form
Same form for creating and updating
Upload attachment
Author chooses index categories
Mandatory meta-data

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

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!

Thank You! [email_address] 0418 51 7676 Blog: http://acknowledgeconsulting.com/

Keith De La Rue - KM Performance

by Keith De La Rue on Sep 02, 2008

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Keith De La Rue - KM Performance — Presentation Transcript