chrissy burns


Published on

Published in: Technology, Education
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

chrissy burns

  1. 1. Innovating with technology to enhance knowledge management Chrissy Burns Director, IT and Knowledge 651001589 1 March 2011
  2. 2. Significant use of the Internet Blake Dawson IT Survey 2010 use of social media Increasingly "tech – savvy" Heavy and increasing use of mobile devices Suggestions for business uses of Web 2.0/social media Increasing use of "Web 2.0"/ social media Desire to use a broader range of mobile devices and tablets SLIDE 1 March 2011
  3. 3. Changes <ul><li>The level of comfort with technology has increased </li></ul><ul><li>&quot;Consumerisation of IT&quot; </li></ul><ul><ul><li>Increasingly sophisticated computing devices in every home as the cost of computing power decreases </li></ul></ul><ul><ul><li>People expect to have access in the office to the same devices and tools that they use at home </li></ul></ul><ul><li>Mobile devices </li></ul><ul><ul><li>The range, number and variety of mobile devices continues to increase </li></ul></ul><ul><ul><li>iPhone, android and Windows Mobile 7 platforms challenge Blackberry </li></ul></ul><ul><ul><li>Tablet use set to increase dramatically with the release of new tablets during 2011 </li></ul></ul><ul><li>The challenges of information overload become greater with each passing year </li></ul><ul><li>Social computing </li></ul><ul><ul><li>New tools </li></ul></ul><ul><ul><li>Low cost software-as-a-service (Saas) offerings </li></ul></ul>SLIDE 1 March 2011
  4. 4. Things that haven't changed <ul><li>Technology is the easy part </li></ul><ul><ul><li>Don't forget the importance of people/culture and process </li></ul></ul><ul><ul><li>Adoption of change management techniques and principles is critical </li></ul></ul><ul><li>Fundamental planning requirements remain the same </li></ul><ul><ul><li>A solid business case, a business sponsor, good project management, pilots, evaluations, … </li></ul></ul><ul><li>&quot;Knowledge acquisition&quot; is difficult </li></ul><ul><ul><li>People are time poor </li></ul></ul><ul><ul><li>Need to capture hearts and minds </li></ul></ul><ul><ul><li>Need to build knowledge capture into existing work processes as far as possible </li></ul></ul><ul><ul><li>Still need to consider WIIFM eg reward and recognition systems </li></ul></ul>SLIDE 1 March 2011
  5. 5. As KM professionals we need to use innovative technology AND innovate using technology SLIDE 1 March 2011
  6. 6. Innovating with technology SLIDE 1 March 2011
  7. 7. Enhancing existing systems <ul><li>Three areas to consider </li></ul><ul><ul><li>Identify new ways of using your existing technology investments </li></ul></ul><ul><ul><ul><li>Think laterally </li></ul></ul></ul><ul><ul><ul><li>Don't be fooled by bells and whistles of other products </li></ul></ul></ul><ul><ul><ul><li>Keep up to date with the product roadmap for key systems </li></ul></ul></ul><ul><ul><li>Get around to &quot;Phase 2&quot; of your technology implementations </li></ul></ul><ul><ul><ul><li>Review and improve existing systems </li></ul></ul></ul><ul><ul><ul><li>Consider additional training </li></ul></ul></ul><ul><ul><ul><li>Examine whether reward and recognition systems support use </li></ul></ul></ul><ul><ul><li>Investigate integration opportunities with existing systems </li></ul></ul><ul><ul><ul><li>Sometimes cheaper and easier than you realise </li></ul></ul></ul><ul><ul><li>Put a layer over the top of existing systems </li></ul></ul><ul><ul><ul><li>Eg enterprise search, business intelligence </li></ul></ul></ul>SLIDE 1 March 2011
  8. 8. Tools which have become mainstream <ul><li>Video </li></ul><ul><ul><li>Leverages effort put into CLE presentations </li></ul></ul><ul><ul><li>Enhanced ability to provide training for overseas offices </li></ul></ul><ul><ul><li>Allows lawyers to view at their leisure </li></ul></ul><ul><li>Instant messaging </li></ul><ul><li>RSS </li></ul><ul><li>Online meetings with desktop sharing </li></ul>SLIDE 1 March 2011
  9. 9. Innovative technology SLIDE 1 March 2011
  10. 10. &quot;According to Nielsen research, Australia's web users are at the forefront of the social networking craze, posting, poking and Twittering nearly seven hours a month - more than in the United States, Britain or Japan. The figure may not seem high but it is an average taken from Australia's entire web-using population, including those who do not use the social networking sites at all. It compares with a global average of five-and-a-half hours, making Australians the &quot;world's most prolific users of social media&quot;, according to Nielsen.&quot; References Amy Coopes &quot; Australia is social networking capital of the world&quot; SLIDE 1 March 2011
  11. 11. Social computing – common examples Social networking Blog Microblogging Podcasts Wiki Tags/Folksonomies Online games+virtual worlds Peer to Peer networking SLIDE 1 March 2011 An enhanced online address book eg LinkedIn, Facebook Online diaries/journals hosted on a web site Software that facilitates posting brief comments eg Twitter, Yammer Audio or video recording on demand A type of publishing platform - sites that allow many authors to contribute Sites that provide a shared system for tagging content Online games and social 3D environments where users interact Sites that permit sharing files (music, video, text) over the internet
  12. 12. Social computing tools <ul><li>Support the formation of relationships and interpersonal interaction </li></ul><ul><li>More consistent with the way knowledge transfer actually takes place than traditional KM tools </li></ul><ul><ul><li>Tone/informality promotes sharing of knowledge </li></ul></ul><ul><ul><li>Takes part in the context of other work </li></ul></ul><ul><ul><li>Support the social component of knowledge transfer </li></ul></ul><ul><ul><li>Spread the burden of knowledge acquisition </li></ul></ul><ul><li>Leverage the strengths of the internet </li></ul>The question isn't whether to use these tools but how to use them SLIDE 1 March 2011
  13. 13. Self organisation can require a helping hand Scale Difficult to capture information and knowledge in the course of day to day work Some challenges using social computing tools Free isn't free Security and confidentiality Quality and integrity of data Incentives Fit with IT architecture SLIDE 1 March 2011
  14. 14. Where are wikis being used? Portals – Gateways to group resources Legal developments & news Precedent development Example documents Collaboration and sharing with clients Collaboration and sharing knowledge Training Supporting project teams and work groups SLIDE 1 March 2011
  15. 15. Case study - LitiWiki <ul><li>Background </li></ul><ul><ul><li>Launched in October 2007 by the firm's litigation practice </li></ul></ul><ul><ul><li>474 licensed users spread across the firm's offices </li></ul></ul><ul><ul><li>Facilitates access to a wide range of knowledge tools and information </li></ul></ul><ul><li>Benefits of the wiki </li></ul><ul><ul><ul><li>The structure highlights the importance and organisation of content – this is hard to achieve in the DMS </li></ul></ul></ul><ul><ul><ul><li>Ability to organise a range of documents, links and other knowledge tools (ie from multiple sources) in a manner that creates meaning </li></ul></ul></ul><ul><ul><ul><li>Actual documents still reside in the document management system </li></ul></ul></ul><ul><ul><ul><li>Easy to use </li></ul></ul></ul><ul><ul><ul><li>Email a link when a &quot;push&quot; approach is required – enables the content to be dynamically updated without the need to send update emails </li></ul></ul></ul><ul><ul><ul><li>Reduces email on issues which require input/comment from multiple partners/lawyers </li></ul></ul></ul><ul><ul><ul><li>Measuring the benefits: difficult to develop metrics, many practical examples of time saving through locating material quickly </li></ul></ul></ul><ul><ul><ul><li>Captures the hearts and minds </li></ul></ul></ul>SLIDE 1 March 2011
  16. 16. <ul><li>Practical lessons </li></ul><ul><ul><li>Time spent up front planning content and layout paid off </li></ul></ul><ul><ul><li>Sensible to review and refine after 4 – 6 months of use </li></ul></ul><ul><ul><li>As expected, both senior sponsorship and bottom up enthusiasm were a critical to success </li></ul></ul><ul><ul><li>Dedicated resource is required to maintain it </li></ul></ul><ul><ul><li>Less interaction than initially anticipated </li></ul></ul><ul><ul><li>Browse v search – still a place for search </li></ul></ul><ul><ul><li>Generational differences were not a significant impediment to use </li></ul></ul>SLIDE 1 March 2011
  17. 17. Moving our intranet to Sharepoint - facilitating collaboration <ul><li>Easy to edit and contribute </li></ul><ul><li>The ability to rate content </li></ul><ul><ul><li>The higher the rating, the more visible the content becomes. Videos can be rated, allowing greater visibility in the video library. </li></ul></ul><ul><li>Personalisation –individuals and teams can personalise the home page </li></ul><ul><li>Self service </li></ul><ul><ul><li>Self service area where all staff have access to add or delete items on the bulletin board </li></ul></ul><ul><li>Upload videos </li></ul><ul><ul><li>Staff have the ability to upload videos to the streaming server and link to them from the intranet. All videos can be rated. </li></ul></ul><ul><li>Staff presence indicator </li></ul><ul><ul><li>Any staff profile on the intranet is linked to office communicator. From the staff link you can email, send an instant message, check their schedule and other details. </li></ul></ul><ul><li>We are also assessing the benefits of </li></ul><ul><ul><ul><li>A range of widgets </li></ul></ul></ul><ul><ul><ul><li>Adding a microblogging tool </li></ul></ul></ul><ul><ul><ul><li>Complete a video call/join a meeting from a mobile device, through a link on the intranet </li></ul></ul></ul>SLIDE 1 March 2011
  18. 18. eLearning <ul><li>Technology is opening up new possibilities for delivering learning </li></ul><ul><li>This includes: </li></ul><ul><ul><li>Mobile learning (eg on smart phones); </li></ul></ul><ul><ul><li>Social medial (eg wikis); </li></ul></ul><ul><ul><li>Digital content (such as eBooks); and </li></ul></ul><ul><ul><li>Simulations and gaming </li></ul></ul><ul><li>A range of LMS systems (learning management systems) available </li></ul>SLIDE 1 March 2011
  19. 19. The app world SLIDE 1 March 2011
  20. 20. The app world <ul><li>Constantly evolving </li></ul><ul><li>There are currently 350,000 iPhone and iPad apps </li></ul><ul><li>There are 130,000 android apps, and the market is growing </li></ul><ul><li>New opportunities for productivity and sharing knowledge </li></ul><ul><li>This will change the way we work </li></ul><ul><li>Is there an app for that? </li></ul>SLIDE 1 March 2011
  21. 21. eLibrary – innovating and innovative SLIDE 1 March 2011
  22. 22. eLibrary – libraries of the future <ul><li>Opportunities to leverage off existing technology to enhance Knowledge Management </li></ul><ul><li>Libraries of the future are: </li></ul><ul><ul><li>Harnessing the power of the thesauruses </li></ul></ul><ul><ul><li>Harnessing the power of tagging </li></ul></ul><ul><ul><li>Empowering their users with recommend & commenting features </li></ul></ul><ul><ul><li>Implementing federated searching and discovery tools </li></ul></ul><ul><ul><li>Using technology such as RSS and open source options. </li></ul></ul><ul><ul><ul><li>The use of RSS readers may be declining, but the RSS is evolving, and now offers us a better way to alert our lawyers to legal developments. </li></ul></ul></ul>SLIDE 1 March 2011
  23. 23. SLIDE 1 March 2011
  24. 24. eBooks <ul><li>eBooks offer us portability and ease of access to information </li></ul><ul><li>eReaders vs Tablets Some publishers are only developing content for tablets. </li></ul><ul><li>eBooks potentially offer us the opportunity to value add to publications – eg share annotations </li></ul><ul><li>Possible roadblock - unrealistic pricing models. </li></ul>SLIDE 1 March 2011
  25. 25. Some practical suggestions <ul><li>We need to understand the tools available and evaluate where they can be useful </li></ul><ul><li>Involve younger lawyers in discussions about them </li></ul><ul><li>Case study – Learning 2.0 </li></ul><ul><ul><li>Launched in 2007 </li></ul></ul><ul><ul><li>Based on the program developed Public Library of Charlotte & Mecklenburg County </li></ul></ul><ul><ul><li>Introduced our knowledge staff to web 2.0, and encouraged them to look at the opportunities for blogging, wikis, tagging (folksonomy), rss, social networking, etc. </li></ul></ul>SLIDE 1 March 2011
  26. 26. SLIDE 1 March 2011