Knowledge Management: Web 2.0, Social Networking, and Other Tools of the Trade Stan Garfield HP Services Consulting & Integration April 23, 2007

My Job: Knowledge Manager Source: Amazon.com There’s a lot of pressure being master of all knowledge! Test your knowledge: Who was Scott Peterson’s girlfriend? Where is Richmond, Michigan?

Test your knowledge:

Who was Scott Peterson’s girlfriend?

Where is Richmond, Michigan?

Answers Source: Wikipedia Source: Barnes & Noble

Preparing to be a knowledge manager Personal interests Music/sports collections, events, statistics, trivia Reading, listening to radio stations, playing bridge Restaurant finder, social/travel director, grammarian Journalist Published a hand-printed newspaper, reported, edited Wrote obscure news and facts on the blackboard Ran a radio station, broadcast basketball games Published newsletters, intranets, company who’s who list Computer Scientist and Manager Wrote computer programs Designed reusable programs, routines, operating system Managed computer services, consulting, marketing

Personal interests

Music/sports collections, events, statistics, trivia

Reading, listening to radio stations, playing bridge

Restaurant finder, social/travel director, grammarian

Journalist

Published a hand-printed newspaper, reported, edited

Wrote obscure news and facts on the blackboard

Ran a radio station, broadcast basketball games

Published newsletters, intranets, company who’s who list

Computer Scientist and Manager

Wrote computer programs

Designed reusable programs, routines, operating system

Managed computer services, consulting, marketing

What I do as a knowledge manager Communicator and Storyteller Tell stories Send useful email (not hoaxes, urban legends, jokes) Publish newsletters, articles, blogs, presentations, book Practice knowledge management Attributes: Caring, sharing, and daring Activities: Share, Innovate, Reuse, Collaborate, Learn Roles: Leader, Manager, Project Manager, Analyst, Guru Expert: in people, process, and technology components All 3 Tipping Point roles Connector: reach out, meet people, weave networks Maven: answer man, search expert, knowledge master Salesman: try things out, engage, persuade Source: Malcolm Gladwell

Communicator and Storyteller

Tell stories

Send useful email (not hoaxes, urban legends, jokes)

Publish newsletters, articles, blogs, presentations, book

Practice knowledge management

Attributes: Caring, sharing, and daring

Activities: Share, Innovate, Reuse, Collaborate, Learn

Roles: Leader, Manager, Project Manager, Analyst, Guru

Expert: in people, process, and technology components

All 3 Tipping Point roles

Connector: reach out, meet people, weave networks

Maven: answer man, search expert, knowledge master

Salesman: try things out, engage, persuade

Ever lost your work? Don’t reinvent the wheel! Why manage knowledge? 1. Prevent redundant effort

Ever lost your work? Don’t reinvent the wheel!

Why manage knowledge? 2. Avoid repeating past mistakes Traveler rating: “Horrible!” Who: A TripAdvisor Member from Harbor Springs, MI My experience with this property took place in: July, 2006 My rating for this hotel is: 1 out of 5 Would I stay at this location again: no way! My comments: This is the worst hotel I've ever been in! The clerk was less than friendly, the place smelled like sour milk and mold and the room was filthy - stained sheets, dirty carpet and a mystery smell that was disturbing. I did not feel safe here. It was so bad, I checked out and paid a much higher rate at a hotel down the street.

Traveler rating: “Horrible!”

Who: A TripAdvisor Member from Harbor Springs, MI

My experience with this property took place in: July, 2006

My rating for this hotel is: 1 out of 5

Would I stay at this location again: no way!

My comments: This is the worst hotel I've ever been in! The clerk was less than friendly, the place smelled like sour milk and mold and the room was filthy - stained sheets, dirty carpet and a mystery smell that was disturbing. I did not feel safe here. It was so bad, I checked out and paid a much higher rate at a hotel down the street.

Source: SIKM Leaders Community Why manage knowledge? 3. Take advantage of what others already know Q: Has anyone had experience implementing any type of document automation software? Essentially, this would be software that would help create reusable templates from everyday content (word docs, PDFs, etc.) with the purpose of course of reducing the manual effort of re-typing or repetitively recreating these documents. A: See http://www.exari.com . Document production can be driven by "intelligent" questionnaires, entry fields to feed variables, select boilerplate clauses from a library, etc. to produce PDF, MS Word editable docs, etc. Check out some of the papers and presentations on my web site http://www.orgs-evolution-knowledge.net . System Integrators KM Leaders

Q: Has anyone had experience implementing any type of document automation software? Essentially, this would be software that would help create reusable templates from everyday content (word docs, PDFs, etc.) with the purpose of course of reducing the manual effort of re-typing or repetitively recreating these documents.

A: See http://www.exari.com . Document production can be driven by "intelligent" questionnaires, entry fields to feed variables, select boilerplate clauses from a library, etc. to produce PDF, MS Word editable docs, etc. Check out some of the papers and presentations on my web site http://www.orgs-evolution-knowledge.net .

How to Do Knowledge Management Share what you have learned, created, and proved Innovate to be more creative, inventive, and imaginative Reuse what others have already learned, created, and proved Collaborate with others to take advantage of what they know Learn by doing, from others, and from existing information

Share what you have learned, created, and proved

Innovate to be more creative, inventive, and imaginative

Reuse what others have already learned, created, and proved

Collaborate with others to take advantage of what they know

Learn by doing, from others, and from existing information

Share Ask for help – others will benefit from the answers Give help – being the white knight is gratifying Pay it Forward – take it from Haley Joel Osment Source: Warner Brothers

Ask for help – others will benefit from the answers

Give help – being the white knight is gratifying

Pay it Forward – take it from Haley Joel Osment

Share: HP users help each other out Source: HP Question: Apr 10, 2007 I have been getting a problem when searching using Google. When I get the results and click on one of them it redirects me to another site and not to the selected site. Answer: Apr 11, 2007 You have spyware. Use spyware removal software. Update to the latest signatures before starting scan. Your problem will be solved.

Question: Apr 10, 2007

I have been getting a problem when searching using Google.

When I get the results and click on one of them it redirects me to another site and not to the selected site.

Answer: Apr 11, 2007

You have spyware. Use spyware removal software.

Update to the latest signatures before starting scan.

Your problem will be solved.

Innovate: basketball stats Long division Slide rule Calculator Spreadsheet

Long division

Slide rule

Calculator

Spreadsheet

Reuse: how to invert a matrix Write a computer program: DIMENSION A(N,N),X(N,N),INDX(N),B(N,N) DO 20 I = 1, N DO 10 J = 1, N B(I,J) = 0.0 10 CONTINUE 20 CONTINUE DO 30 I = 1, N B(I,I) = 1.0 30 CONTINUE CALL ELGS(A,N,INDX) DO 100 I = 1, N-1 DO 90 J = I+1, N DO 80 K = 1, N B(INDX(J),K) = B(INDX(J),K) -A(INDX(J),I)*B(INDX(I),K) 80 CONTINUE 90 CONTINUE 100 CONTINUE DO 200 I = 1, N X(N,I) = B(INDX(N),I)/A(INDX(N),N) DO 190 J = N-1, 1, -1 X(J,I) = B(INDX(J),I) DO 180 K = J+1, N X(J,I) = X(J,I)-A(INDX(J),K)*X(K,I) 180 CONTINUE X(J,I) = X(J,I)/A(INDX(J),J) 190 CONTINUE 200 CONTINUE END or, Reuse someone else’s: CALL MATRIXINVERT (A,N,INDX) The image above, and all others in these slides, are reused from the Internet. Think of how much work it would take to create them.

Write a computer program:

DIMENSION A(N,N),X(N,N),INDX(N),B(N,N)

DO 20 I = 1, N

DO 10 J = 1, N

B(I,J) = 0.0

10 CONTINUE

20 CONTINUE

DO 30 I = 1, N

B(I,I) = 1.0

30 CONTINUE

CALL ELGS(A,N,INDX)

DO 100 I = 1, N-1

DO 90 J = I+1, N

DO 80 K = 1, N

B(INDX(J),K) = B(INDX(J),K) -A(INDX(J),I)*B(INDX(I),K)

80 CONTINUE

90 CONTINUE

100 CONTINUE

DO 200 I = 1, N

X(N,I) = B(INDX(N),I)/A(INDX(N),N)

DO 190 J = N-1, 1, -1

X(J,I) = B(INDX(J),I)

DO 180 K = J+1, N

X(J,I) = X(J,I)-A(INDX(J),K)*X(K,I)

180 CONTINUE

X(J,I) = X(J,I)/A(INDX(J),J)

190 CONTINUE

200 CONTINUE

END

The image above, and all others in these slides, are reused from the Internet.

Think of how much work it would take to create them.

Collaborate: Boy Scout Camporee Knot tying Pioneering Fire starting First aid Orienteering

Knot tying

Pioneering

Fire starting

First aid

Orienteering

Learn Storytelling Reading Watching Listening Sense-making Practicing

Storytelling

Reading

Watching

Listening

Sense-making

Practicing

Learn Remembering how to do KM L earn S hare R euse I nnovate C ollaborate LSRIC , or…

Remembering how to do KM

L earn

S hare

R euse

I nnovate

C ollaborate

LSRIC , or…

S hare what you have learned, created, and proved I nnovate to be more creative, inventive, and imaginative R euse what others have already learned, created, and proved C ollaborate with others to take advantage of what they know L earn by doing, from others, and from existing information S hare, I nnovate, R euse, C ollaborate, L earn SIRCL

S hare what you have learned, created, and proved

I nnovate to be more creative, inventive, and imaginative

R euse what others have already learned, created, and proved

C ollaborate with others to take advantage of what they know

L earn by doing, from others, and from existing information

Personal Knowledge Management Who : to contact to get and give help What : can and should be done with information When : to share information and with whom Where : to store information so it can be found, and where to find it Why : information is and can be useful How : to find information when needed, and how to use it

Who : to contact to get and give help

What : can and should be done with information

When : to share information and with whom

Where : to store information so it can be found, and where to find it

Why : information is and can be useful

How : to find information when needed, and how to use it

Knowledge Management Components classification metrics & reporting management of change workflow valuation social network analysis appreciative inquiry storytelling blogs wikis podcasts syndication &aggregation social software external access workflow applications process automation e-learning subscriptions points tracking reporting knowledge help desk goals & measurements incentives & rewards People culture & values knowledge managers user surveys social networks communities training documentation communications Technology user interface intranet team spaces virtual meeting rooms portals repositories threaded discussions expertise locators metadata & tags search engines archiving Process methodologies creation capture reuse lessons learned proven practices collaboration content management

Test your knowledge: Which Web 2.0 tool would you use for each of these? Share Publish your insights Inform colleagues about a nugget of knowledge Innovate Improve upon a document with a group of colleagues Meet new people to brainstorm and develop new ideas Reuse Find cool images to use in a presentation Link to the good ideas of thought leaders, and expand upon them Collaborate Ask for help from others Find a new job Learn Listen to an interview with an expert Find out what the consensus position is on a given topic

Share

Publish your insights

Inform colleagues about a nugget of knowledge

Innovate

Improve upon a document with a group of colleagues

Meet new people to brainstorm and develop new ideas

Reuse

Find cool images to use in a presentation

Link to the good ideas of thought leaders, and expand upon them

Collaborate

Ask for help from others

Find a new job

Learn

Listen to an interview with an expert

Find out what the consensus position is on a given topic

Web 1.0: about 12 years old – Search is the “ killer app“ of KM Source: Google

Web 2.0: Threaded Discussions – MSU Advertising Association Source: MSU Advertising Association Listserv Discussion Board Search Events

Web 2.0: Blog – Dave Pollard: How to Save the World Source: http://blogs.salon.com/0002007/2004/02/26.html#a642 Personal Knowledge Management Blogroll Tagging

Web 2.0: Wiki – KMBooks Source: http:// kmbooks.wikispaces.com / I added a link to my web site

Web 2.0: Podcast – HP internal KM Source: HP

Web 2.0: Social Networking Sites LinkedIn Facebook MySpace

Web 2.0: Virtual Worlds – Second Life Source: http:// adcentered.typepad.com /

Test your knowledge: Answers Share Publish your insights - Blog Inform colleagues about a nugget of knowledge - Threaded discussion Innovate Improve upon a document with a group of colleagues - Wiki Meet new people to brainstorm and develop new ideas - Virtual world Reuse Find cool images to use in a presentation - Search engine Link to the good ideas of thought leaders, and expand upon them - Blog Collaborate Ask for help from others - Threaded discussion Find a new job - Social networking site Learn Listen to an interview with an expert - Podcast Find out what the consensus position is on a given topic - Wiki

Share

Publish your insights - Blog

Inform colleagues about a nugget of knowledge - Threaded discussion

Innovate

Improve upon a document with a group of colleagues - Wiki

Meet new people to brainstorm and develop new ideas - Virtual world

Reuse

Find cool images to use in a presentation - Search engine

Link to the good ideas of thought leaders, and expand upon them - Blog

Collaborate

Ask for help from others - Threaded discussion

Find a new job - Social networking site

Learn

Listen to an interview with an expert - Podcast

Find out what the consensus position is on a given topic - Wiki

Learning More: KM Home Page http:// stangarfield.googlepages.com /

Learning More: KM Blog http:// www.hp.com/blogs/garfield Source: HP

Learning More: Ark Group Report http://www.ark-group.com/home/publication.asp Source: Ark Group

Start Your KM Journey: Advance Your Knowledge to Transform Your Life Source: Kathy Garfield

Contact info: [email_address]