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Km general-apr2011-smcmenemy

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Introduces some basic knowledge management concepts and how enterprise knowledge management can help an organization

Introduces some basic knowledge management concepts and how enterprise knowledge management can help an organization

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  • information silosknowledge goes unrealizedinternal experts invisible or have limited influence$$ spent on contractors/consultants missed training & mentoring opportunities dead contentresults in service errors, or extra time spent searching for informationunderground network is way more valuable but you can't tap itrecreated or rewritten each timesuccess determined by "who you know"takes up a lot of time for the searcher and the domain expert who has the answernot always good for the company
  • Different companies will emphasize different disciplines, based on need and in-house skillsets. In every case, it’s the combination of intelligence and systems that will lead to success.Different individuals or groups may have responsibility for disciplines, but their work should be coordinated.
  • Transcript

    • 1. Knowledge Management 101
      Sherry McMenemy
    • 2. Knowledge management approach
      Incorporates information management, document management (DMS), content management (CMS), social media, integrated process management, training and social business frameworks
      Focuses on single sourcing, information sharing, knowledge capture, knowledge sharing, searchability, ease-of-use, proactive awareness and continuous learning
      Sherry McMenemy 2011
      2
    • 3. Data, information and knowledge
      Data = facts, numbers and snippets without context or purpose
      Information = data organized with a context or purpose
      Knowledge = potential or realized capacity to take action
      Sherry McMenemy 2011
    • 4. What is knowledge management(KM)?
      Content: The ability to turn data, information and systems into capacity and intelligence
      Technology: An evolution of the mechanisms and strategies companies and people use to take action and respond to new situations
      Sherry McMenemy 2011
    • 5. Knowledge is…
      Content
      Concepts, methodologies
      Facts, beliefs, truths & laws
      What, how and why
      Judgments & expectations, insights
      Relationships
      Intuition & feelings
      Meaning and sense making
      Technology
      Frameworks and processes
      How data and information is organized and managed
      Repositories
      Workflows
      Operations
      Toolsets
      Sherry McMenemy 2011
      5
    • 6. Maturity model
      1
      2
      3
      4
      5
      Sherry McMenemy 2011
    • 7. Free range
      Sherry McMenemy 2011
      Different groups responsible for different types of information
      Try to make things work in their own bucket
      Different departments own different aspects of customer interaction
    • 8. Why this hurts
      Hard for information to become knowledge
      Information management is a cost in time, money, job satisfaction
      Learning opportunities missed
      Capacity to take actionis compromised
      Customer experiencesuffers
      Sherry McMenemy 2011
    • 9. KM goals
      Content
      Technology
      Data & information  knowledge
      Individuals   groups
      Knowledge culture
      Take action effectively
      Frameworks that help
      Appropriate & integrated toolsets
      Streamlined processes
      Shared activities
      Sherry McMenemy 2011
    • 10. Need a new model
      Integrated view of doing what you do
      People-centric
      Flexible, responsive, iterative
      Focused on tasks and business goals
      Multi-source content
      Less about templates, more about content
      Sherry McMenemy 2011
    • 11. Example: internal content
      Sherry McMenemy 2011
      Wiki posts, IM, code snippets, forums
      REVIEWcontent editing in place
      Intranet, search keywords, blog post
      REVIEWtesting, edits & sign-off
      Web content, tech articles, guides, internal docs
      Informal
      Formal
      • Content guidelines
      • 12. Document when, where and whom
    • KM disciplines
      Content management
      Document management
      Collaboration & community management
      Information architecture
      User interaction design
      Process management
      Communications
      Intranet management
      Terminology management
      Taxonomy
      Data mining
      Information mapping
      Learning management
      Service transition
      Social business & support management
      Sherry McMenemy 2011
    • 13. Toolset
      Intranet & extranet
      Knowledgebases
      Search, metadata, tagging
      CMS, DMS, CRM, WCMS, KCS…
      Wiki, forums, blogs
      Social media (Twitter, FB, LI…)
      Scripting & automated workflows
      Multimedia
      RSS, content gathering tools
      Specialty tools (ticket, project & contact management…)
      Sherry McMenemy 2011
    • 14. Knowledge Mgr toolset
      Surveys, interviews
      Usage reports (web, tools)
      Search results and search reports
      Feedback
      Community health stats
      Use cases
      Steering committees
      Information maps
      Process maps
      System maps
      Sherry McMenemy 2011
    • 15. You are here
      Enterprise 2.0, Social Communications…
      Sherry McMenemy 2011
    • 16. Social business
      Strategy: make organizations more adaptable & responsive, increase revenues, reduce costs
      Tactics:
      Process: when socialized, is interactive and iterative
      Community management: to ensure productivity
      Technology: the tools in the toolbox
      Community Roundtable Report, 2011
      Sherry McMenemy 2011
    • 17. More “human”
      Crowd sourcing
      Clear hot topics – the 20% that matters
      Better content
      Fast turnaround
      Crowd-sourced translation
      Save $$
      Storytelling
      Easier to demonstrate value and make an impression
      Day in the life
      Before & after
      Learning through example
      Gain knowledge
      Sherry McMenemy 2011
    • 18. Measure useful things
      What (specific) content is being used? By whom? Why? What else are they using? Why? | What are the top search terms? Top terms that don’t have search matches? How much time is spent searching for stuff each week? What are people trying to DO based on these terms? | How long does it take to get content out on a hot issue? What’s the correlation between content and support tickets? | How many different people participate? Who are the top participants? | How often are conversations taking place per day? What are the patterns over time? What should you do about it? | What should you stop doing? | How many leads did content bring into the sales pipeline this month? | What’s the support diversion rate? | Do customers prefer OUR products?
      Sherry McMenemy 2011