Maximising the power of collective knowledge

Steve Dale: [email_address] Twitter: @stephendale Transforming Collaboration Maximising The Power Of Collective Knowledge 10 th December 2011

The Context

Local government in England and Wales employs a workforce of 2.1 million people across 375 local authorities. Each authority is working to deliver the same 700 services to their residents. Local Government has an annual operating budget of over £10 billion for delivering services.

3-Year Knowledge Management Strategy for Local Government – started in 2005. People with People People with Experts People with Information

Communities of Practice
Communities of practice are groups of people who share a concern or a passion for something they do and learn how to do it better as they interact regularly
Source: Etienne Wenger

http://www.communities.idea.gov.uk

… but communities are complex…

Collaborative Working – some distinctions KIN, Warwick Business School Purpose Members Adhesive Duration Formal work group To deliver a product or service Employees who reports to the group ’ s manager Job requirements and org structure Until organisational restructuring Project team To accomplish a task Employees assigned by senior management Project milestones and goals Until project completion Social networks To collect and pass on information Friends and acquaintances Mutual needs and interests As long as people have a reason to connect Community of Practice To develop members ’ capabilities; to build and exchange knowledge Members who select themselves Passion, commitment and identification with the group ’ s expertise As long as there is interest in maintaining the group

What was achieved? What was learnt?

Lessons Learnt 1. For some it was a culture shock No hierarchies: knowledge is evenly distributed

Slide re-worked from an original by Dion Hinchliffe polls surveys health checks management reports Community Metrics social network analysis Google analytics Community Management moderation rewards & incentives rule enforcement connecting people back-channel engagement forum seeding comments blog posts new member welcome & induction newsletters e-bulletins Outreach campaigns Professional Development networking identifying good/best practice attending events participate in SIGs Content Management updating FAQs managing tags, categories, themes taxonomy management deleting & archiving updating links & navigation Business Planning alignment with business priorities purpose, goals Platform Management upgrades & improvements feature selection tools/apps & how to use them

Lessons Learnt 3. Value can be measured. … but a chicken doesn ’ t get fatter the more you weigh it! User Surveys Source: http://www.communities.idea.gov.uk/

Lessons Learnt 4. Return on Investment Can Be Measured
Cost of one face to face conference:
100 people attending an event in London
Cost of rooms + lunch = £5000/€5,800
Avg cost of travel = £30/€58 per person
One face-to-face conference would cost £8000/€9,300
Cost of an on-line conference is virtually £0/€0.
There have been over 20 on-line conferences so far.
Source: http://www.communities.idea.gov.uk/

Lessons Learnt 5: Hot seats generate heat!
Used to attract new members to the community.
Enables participants to ask the person in the hot seat (usually an expert in their field) questions, to which they can respond over a set period of time.
Normally run using the forum, but they can also be run as a phone conference, webinar or interview
Source: http://www.communities.idea.gov.uk/

Lesson Learnt 6: Anecdotes should be encouraged…and published! “ The concept of online conferences is a winner, instead of spending hours on a train to sit through various Powerpoint presentations, you access the conference when it’s convenient to you.“ User, Hart District Council “ If you find yourself drifting apart from your peers and you have to rely on regional meetings that take place several months apart, then the online community can bring and keep you together – its also great way of staying in touch with industry changes.” User, West Lothian Council Source: http://www.communities.idea.gov.uk/

In 2008 Knowledge Hub Project Launched.
A next generation ‘Enterprise Social Software’ platform
What problems were we trying to solve?

Lack of integration with other web services and social media CoP Websites Tweets Blogs X X X

I want the information to find me!

Who should I follow or connect to? What groups or networks do I join? Where are the conversations most relevant to ME? Users need help in finding/accessing relevant knowledge

Knowledge Hub Requirements
Easier to use – intuitive and guided navigation
Powerful semantic search and discovery
Greater permeability with external networks and conversations.
Knowledge and Information finds YOU.
New synchronous collaboration opportunities with Web Conferencing.
Support for mobile working
Access to mashup tools and Apps
Analytics

Knowledge Hub – The Concept Knowledge Wiki Peer reviews & recommendations Performance Comparisons App Store Aggregation + Activity Streams Powerful semantic search Community workspaces Mashup centre

Knowledge Hub – The Reality (launched 27 October 2011) Peer reviews & recommendations Aggregation + Activity Streams Powerful semantic search Community workspaces

A brief look….

My unique profile URL My activities My Social Networks

Aggregated Information via Activity Streams Groups I have joined Social Network Activity Stream Conversations I am participating in. Predictive text search Filters

Email: steve.dale@collabor8now.com Twitter: @stephendale Profile: http://about.me/stephendale

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Maximising the power of collective knowledge

by Collabor8now Ltd on Dec 11, 2011

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