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P P  Knowledge
 

P P Knowledge

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    P P  Knowledge P P Knowledge Presentation Transcript

    • Developing an Organisational KM Strategy Keith De La Rue AcKnowledge Consulting Tuesday, 3 March 2009
    • Overview
      • Developing a knowledge sharing toolkit
      • Keeping content up to date
      • Dealing with knowledge hoarding
      • Using multiple media
        • Applying Social Media principles
    • Developing a toolkit A knowledge sharing approach
    • 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 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
      • 3,300 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
    • Keeping content up to date 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
        • 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
    • 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
    • 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 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…
    • 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
    • Dealing with knowledge hoarding Tearing down the Ivory Tower
    • 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
    • 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
    • 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
    • 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
    • Using multiple media Social Media principles
    • An open policy
      • "Knowledge can only ever be volunteered ; it cannot be conscripted "
        • David Snowden
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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] +61 418 51 7676 Blog: http://acknowledgeconsulting.com/