Channeling             Insight Into             Action             Using Knowledge Jam to             share hidden know-ho...
Can you remember that day when…        • Conversation flowed        • Diverse views          sharpened the thinking       ...
Channeling insight into action!    Theme 1: What’s at risk? Why is Knowledge Jam             useful?    Theme 2: How are f...
Theme 1: What’s at risk? Why is             Knowledge Jam useful?(c) 2011 AlignConsulting      4
When is Know-how a ―flight risk‖?     Merger integration     Large-scale transformation     Exec./Team Transitions    ...
75% orgs share tacit knowledge, but 2/3 ofinitiatives are isolated or bilateral76% are                                    ...
$17 million opportunity cost (est.) for        every thousand knowledge workers                                       Ask,...
What are the competencies we need?   Knowledge “Blind         Knowledge     Knowledge “Jails”       Spots”              “M...
Knowledge Jam defined              Knowledge Jam is a process for bringing out              know-how via a facilitated con...
Knowledge Jam participants        • Knowledge Originators        • Knowledge Brokers        • Facilitator        • Sponsor...
Knowledge Jam propels toward action                                          3. Discover/      1. Select            2. Pla...
Sample Knowledge Jams     Recent AlignConsulting Knowledge Jam Subjects                    Company                        ...
Case Study: Consumer e-market maker        Knowledge Jam        • Situation: Need to accelerate planning for entry into   ...
Case Study: Institute for Healthcare        Improvement Knowledge Jam        • Situation: Need to accelerate perinatal hos...
Comparing Knowledge Jam to Other     Capture-Transfer Methods                           Organizational Learning           ...
Theme 2: How are facilitation and            conversation vital to surfacing insight?                                     ...
Facilitators manage process, context                                                                                      ...
What (or who) is at risk?Source: Andrew Parker, Stanford University(c) 2011 AlignConsulting                     18
Facilitating ―subject‖ and ―topic‖ selection    Subject: Employee Retention                                               ...
Planning topics: MECE         Topic/Agenda-Setting        Examples        • Content vs. Process        • Product vs. Progr...
Prepare questions that surface insight      Knowledge             Sample Questions That Can Be Adjusted to Scenario      T...
Example: ―Clinical Trial doctor and patient recruitment best practices‖ Knowledge Jam          Subject Choices:           ...
Theme 2 (cont’d): How are facilitation            and conversation vital to surfacing            insight?                 ...
Conversation: Ground Rules                           1.   Common curiosity                           2.   Use data        ...
Sample conversation output: Knowledge        Jam to glean fundraiser’s insights       Topic                               ...
Facilitating Discover/Capture: Evoke        tone, meaning                                                   Indirect Probe...
Conversation dimension #1: Posture of        openness             •        Non-defensiveness             •        Heart-op...
Conversation dimension #2: Pursuit of        Diversity                           Glen                                     ...
Conversation dimension #3: Practices of        Dialogue                                                             Voice ...
Theme 3: How does translation             ―channel insight into action‖?                                           3. Disc...
Translation tasks of the broker       • Representing the         ―seekers‖       • ―Remixing‖ Content       • Promoting le...
Inspire ―translations‖• Amyris Technologies: fermentation processes in drug  development was applied to produce biodiesel•...
Brokers can learn from research on        scaling global health knowledge       Conclusion: Choose a simple               ...
Theme 4: How can these three             disciplines improve social media and             beyond?                         ...
Knowledge Jam’s standard practice                     Social Media                                                        ...
But, Knowledge Jam disciplines can        create new culture!                                                             ...
Turbo-Charging Social Media initiatives                           “Naked” social media        Adding Knowledge Jam discipl...
Discussion: Is ―Convening‖ today’s        leadership edge?       1990s                 2000s             2010s    Raw skil...
(c) 2011 AlignConsulting   39
Kate Pugh, AlignConsulting and        Columbia University                           • Kate has 17 years of consulting and ...
Some Reading   •     Sharing Hidden Know-How (Jossey-Bass,         April 2011)   •     Conversation Channels insight Into ...
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Channeling insight into action for km world 111103 v2

  1. 1. Channeling Insight Into Action Using Knowledge Jam to share hidden know-how KM World, November 3, 2011 Kate Pugh AlignConsulting and Columbia University katepugh@alum.mit.edu www.alignconsultinginc.com Sharing Hidden Know-How (Jossey-Bass, 2011)(c) 2011 AlignConsulting 1
  2. 2. Can you remember that day when… • Conversation flowed • Diverse views sharpened the thinking • Whims morphed into shared plans • Relationships emerged or strengthened …and insight was channeled into action??(c) 2011 AlignConsulting 2
  3. 3. Channeling insight into action! Theme 1: What’s at risk? Why is Knowledge Jam useful? Theme 2: How are facilitation and conversation vital to surfacing insight? Theme 3: How does translation ―channel insight into action‖? Theme 4: How can these three disciplines improve social media and beyond?(c) 2011 AlignConsulting 3
  4. 4. Theme 1: What’s at risk? Why is Knowledge Jam useful?(c) 2011 AlignConsulting 4
  5. 5. When is Know-how a ―flight risk‖?  Merger integration  Large-scale transformation  Exec./Team Transitions  New Product Development  Offshoring/Outsourcing  Sales ―positive deviants‖  Social Media and other large-scale change initiatives(c) 2011 AlignConsulting 5
  6. 6. 75% orgs share tacit knowledge, but 2/3 ofinitiatives are isolated or bilateral76% are How do you share Tacit Knowledge ? After actiondoing Social media review, post-something! 14% mortem, or similar Story process telling 36% process 19% Mentoring 31%Nonprofit Webinar 9/14/11: ―How do you or your organization share tacit knowledge?‖ 28 responses, multiple selects. 24% notsharing tacit knowledge at all.(c) 2011 AlignConsulting 6
  7. 7. $17 million opportunity cost (est.) for every thousand knowledge workers Ask, Elicit Negotiate (Boundary Spanning, Interpret, Adapt Search time from Surfacing Usable (Put Knowledge to Work) experts Insights) 228 min (38%) 276 min (46%)60 min(10%) 36 min (6%) $1,700 per knowledge transaction Source: Laurence Prusak and Al Jacobson, ―The Cost of Knowledge,‖ Harvard Business Review, November, 2006, Reprint F0611H) Kate Pugh’s calculations $200/hr, 10hrs/interaction, 10 interactions/yr; $200 x 100 x 84% = $16,800/year one typical employee spends in these time-sinks annually(c) 2011 AlignConsulting 7
  8. 8. What are the competencies we need? Knowledge “Blind Knowledge Knowledge “Jails” Spots” “Mismatches”(c) 2011 AlignConsulting 8
  9. 9. Knowledge Jam defined Knowledge Jam is a process for bringing out know-how via a facilitated conversation between “originators” and “brokers,” with a built-in step to circulate or “translate” what was learned. Facilitation Conversation Translation(c) 2011 AlignConsulting 9
  10. 10. Knowledge Jam participants • Knowledge Originators • Knowledge Brokers • Facilitator • Sponsor (not optional) • Champion (optional)(c) 2011 AlignConsulting 1 10
  11. 11. Knowledge Jam propels toward action 3. Discover/ 1. Select 2. Plan 4. Broker 5. Reuse Capture Scope, Get partici- Facilitate Translate and Apply and Sponsor pants, topics conversation circulate measure1.) ―Subject‖ 2.) ―Topic‖ (Agenda) 5.) 90 minute 6.) Broker 8.) Sponsor andSelection Planning Event Discover/ Meeting(s) Broker Meeting(s)Meeting Capture about ―stickiness,‖ 3.) Broker and Event(s) 7.) Web 2.0 impact Originator interviews Forums, links, alerts 4.) Core team Final Meeting (―Choreography‖)© AlignConsulting 11
  12. 12. Sample Knowledge Jams Recent AlignConsulting Knowledge Jam Subjects Company Subject Consumer e-market maker Accelerating and informing media plan for launch Fidelity Investments Relocating IT support and reducing risk Forest Bioproducts Planning approach to major structural transition Research Institute Hitachi Data Systems Decentralizing knowledge process, ownership Institute for Healthcare Spreading healthcare quality improvement Improvement strategies Intel Solution Services Improving consulting service models, speed sales International NGO Improving program decision-making Non-profit Gleaning insights from retiring exec, transitioningNovozymes KN and KJ Discussion 110926 12
  13. 13. Case Study: Consumer e-market maker Knowledge Jam • Situation: Need to accelerate planning for entry into selected metro market • Burning Question: What social and traditional media mix? • Select/Plan before Knowledge Jam Event: 1 month • Participants (~10): Social media partners, market regulatory and legal experts, sales process experts • Result: New awareness of market liabilities in proposed social/traditional media scenario; decision to select another geographic market(c) 2011 AlignConsulting 13
  14. 14. Case Study: Institute for Healthcare Improvement Knowledge Jam • Situation: Need to accelerate perinatal hospital teams’ time to ―gel‖ (integrate & practice quality steps) • Burning Question: What’s ―gelling‖? What helps? Hinders? • Select/Plan before Knowledge Jam Event: 4 months • Participants (~10): Nurses, Doctors, quality program mgrs, non-profit’s program designers and faculty, • Result: ―Gelling‖ added to org-wide design model Jamming with the Institute for Healthcare Improvement ― (NASA Ask Magazine, Winter, 2011) http://www.nasa.gov/offices/oce/appel/ask/issues/41/41i_jamming.html(c) 2011 AlignConsulting 14
  15. 15. Comparing Knowledge Jam to Other Capture-Transfer Methods Organizational Learning Collaboration Technology Translation After Action Review IBM Innovation Search/Alerts Jam™ Mentoring Peer Assist Clipping services Discussion Forums Wikis Knowledge Jam Instructional Community of Design PracticeConversation Intelligence Acquisition Reporting Interview Appreciative Inquiry Knowledge HarvestingIndividual Journaling or FacilitationProcedure Writing(not in graphic)(c) 2011 AlignConsulting 15
  16. 16. Theme 2: How are facilitation and conversation vital to surfacing insight? 3. Discover/ 1. Select 2. Plan 4. Broker 5. Reuse Capture Scope, Get partici- Facilitate Translate and Apply and Sponsor pants, topics conversation circulate measure(c) 2011 AlignConsulting 16
  17. 17. Facilitators manage process, context Facilitator.. • Prioritizes • Coordinates • Sets Tone • Convenes • Presides • Models • Probes • Captures • Summarizes 3. Discover/ • Nudges 1. Select 2. Plan 4. Broker 5. Reuse Capture • Measures Scope, Get partici- Facilitate Translate and Apply and Sponsor pants, topics conversation circulate measure(c) 2011 AlignConsulting 17
  18. 18. What (or who) is at risk?Source: Andrew Parker, Stanford University(c) 2011 AlignConsulting 18
  19. 19. Facilitating ―subject‖ and ―topic‖ selection Subject: Employee Retention Subject: Growth Topics Topics Learn and from innovation Setting Failure Mgt. Collabo- Expecta- ration tions Customer Retention / Success- Sales ion Shorte- Cycle Planning ning Topics Learning Curve LEAN manufac- turiung. Subject: Cycle time(c) 2011 AlignConsulting 19
  20. 20. Planning topics: MECE Topic/Agenda-Setting Examples • Content vs. Process • Product vs. Program • Market vs. Industry • Upstream vs. Downstream • Design vs. Execution© AlignConsulting 20
  21. 21. Prepare questions that surface insight Knowledge Sample Questions That Can Be Adjusted to Scenario Type Declarative What do we have today? What are the features, services, target customers? Procedural What planning method or rule of thumb did you use? What are the steps? Conditional When would you choose each option? What triggers you to choose a particular approach? Social What about the politics or your networks influenced how you went about this? In general, whom do you engage in direction- setting? Why? Systemic What other programs, roles, emotions, processes influenced your planning, and how? Is there a feedback loop? How does that particular experience size up to others you’ve done or seen? Knowledge Types are described by Larry Todd Wilson in www.knowledgeharvesting.com (Product scenario)© AlignConsulting 21
  22. 22. Example: ―Clinical Trial doctor and patient recruitment best practices‖ Knowledge Jam Subject Choices: Topic Choices: Process for Process for High identifying identifying 1. Option 1: Walk through patient doctors the process populations Impact 2. Option 2: Discuss each Process for doctor trait, where to educating docs Trial protocols find them once chosen development 3. Option 3: Drug types (already and specialties Low documented) Low High Feasibility(c) 2011 AlignConsulting 22
  23. 23. Theme 2 (cont’d): How are facilitation and conversation vital to surfacing insight? 3. Discover/ 1. Select 2. Plan 4. Broker 5. Reuse Capture Scope, Get partici- Facilitate Translate and Apply and Sponsor pants, topics conversation circulate measure(c) 2011 AlignConsulting 23
  24. 24. Conversation: Ground Rules 1. Common curiosity 2. Use data 3. Drive for clarity not judgment 4. Speak one’s truth 5. Ask for permission to digress 6. Pay respect / don’t interrupt 7. Pay attention 8. Said here, stays here(c) 2011 AlignConsulting 24
  25. 25. Sample conversation output: Knowledge Jam to glean fundraiser’s insights Topic Comments Summary/ (sample) Implications Plank 1:  Broker 1: We are working on a number of things for this Phonathons may "Investing in phase of the 2010 campaign. We call them Planks. The first train students as the Future plank is about expanding to future donors. future Agents. Donor Base"  Originator: We get young students involved in solicitation. We Consider having (e.g., non- have a phonathon and 30-50 people come. We give them a recent alum donors, food, drink (not too much). We see a lot of camaraderie. It phonathon younger can be great for training students to be agents. I’d love to donors, have us train a bunch and select them as a “team” who stay stretch Keep up the with the annual fund for year. giving) interactions, the  Broker 1: Our team mate has shown us that the younger “fun” as classes don’t like the phones. And even some older classes solicitation like connecting at least in part with email. What about using moves to non- social media like Facebook? phone (e.g.,  Originator: I’m not big into that, but others are. Anything social) media. that makes them feel wanted is good. I was surprised how much the male alums had a ball together on the phones.(c) 2011 AlignConsulting 25
  26. 26. Facilitating Discover/Capture: Evoke tone, meaning Indirect Probe—― Direct Probe—― And the reason Tag Question— Why is that you did that is. . ―That’s important?‖ . .‖ important, isn’t it?‖ Redirect— (warms Prompt people up) ―Good point. Question— Can we put –―What else that in the might come parking lot?‖ into play?‖ Playback— ―Let me try to restate that. . . .‖ Leading Question— Float—– ―Are there ―What about. . . ? solutions in the What are the Thank area of. . .?‖ benefits?‖ You!Michael Wilkinson’s’ generic information gathering moves (Secrets of Facilitation, Jossey-Bass, 2004)(c) 2011 AlignConsulting 26
  27. 27. Conversation dimension #1: Posture of openness • Non-defensiveness • Heart-openness • Systems thinking, transparency(c) 2011 AlignConsulting 27
  28. 28. Conversation dimension #2: Pursuit of Diversity Glen ―Differences in Beck! heuristics and Robert Paul perspectives improve Reich! Krugman! decision-making and ability to predict.‖ - Scott Page, The Difference Rick Lady Perry! Gaga!(c) 2011 AlignConsulting 28
  29. 29. Conversation dimension #3: Practices of Dialogue Voice Sense of agency or authority (opposite: Idolatry) Suspension Listening Not judging Not assuming (opposite: Certainty ) (opposite: Abstraction) Respect Appreciating what is (opposite: Violence)William Issacs, Dialogue and the Art of Thinking Together, Currency/Doubleday, 1999.(c) 2011 AlignConsulting 29
  30. 30. Theme 3: How does translation ―channel insight into action‖? 3. Discover/ 1. Select 2. Plan 4. Broker 5. Reuse Capture Scope, Get partici- Facilitate Translate and Apply and Sponsor pants, topics conversation circulate measure(c) 2011 AlignConsulting 30
  31. 31. Translation tasks of the broker • Representing the ―seekers‖ • ―Remixing‖ Content • Promoting learning • Handling perish-ability • Measuring impact • Being a change agent Source: Fetchingboston.com(c) 2011 AlignConsulting 31
  32. 32. Inspire ―translations‖• Amyris Technologies: fermentation processes in drug development was applied to produce biodiesel• 3M’s hearing aid group learned about aesthetics from dental prosthetics• Recreational ammunition cartridges became oxidized (―looked old‖), so they learned from L’Oreal’s lipstick• ―Subscription model‖ (publishing, members’ organizations) was adopted by community farms• US Postal Service leveraged Nordstrom’s customer service• Others?(c) 2011 AlignConsulting 32
  33. 33. Brokers can learn from research on scaling global health knowledge Conclusion: Choose a simple Translation ingredients intervention widely agreed to Leadership and governance. be valuable, have strong Conversation on intervention value leadership and governance, Tailoring to local situation, w/ data have active engagement of a A range of implementers engaged. range of implementers and of the target community, tailor the scale-up approach to the local situation, and incorporate research into implementation.”Yamey, Gavin (Evidence to Policy, Global Health Group), ―Scaling Up Global Health Interventions: A Proposed Framework for Success,‖ PLoSMedicine June 2011, Volume 8, Issue 6. E1001049.(c) 2011 AlignConsulting 33
  34. 34. Theme 4: How can these three disciplines improve social media and beyond? Facilitation Conversation Translation(c) 2011 AlignConsulting 34
  35. 35. Knowledge Jam’s standard practice Social Media “Knowledge Jam” Social Media Ask, Elicit Negotiate (Boundary Spanning, Interpret, Adapt Search time from Surfacing Usable (Put Knowledge to Work) experts Insights) 10% 6% 38% 46%*Source: Larry Prusak and Al Jacobson, Babson College Working Knowledge Research Center (as published in Harvard Business Review, 2006)(c) 2011 AlignConsulting 35
  36. 36. But, Knowledge Jam disciplines can create new culture! Knowledge Jam Knowledge Jam Knowledge Jam Culture Culture Culture Applicable to Applicable to Applicable to Thorny Problem Thorny Problem Thorny Problem Knowledge Jam Knowledge Jam Knowledge Jam Knowledge Jam Knowledge Jam Knowledge Jam other Business other Business other Business Discipline Discipline Discipline Addressed Addressed Addressed Differentiators Differentiators Differentiators Heritage Heritage Heritage Processes Processes Processes Facilitation Facilitation Knowledge Knowledge Boundary- Boundary- Intelligence Intelligence Intention Intention Blind Spots Blind Spots spanning spanning Acquisition Acquisition Conversation Knowledge Conversation Knowledge Surfacing Surfacing Organization Openness Organization Openness Mismatches Mismatches usable usable al Learning al Learning insight insight Translation Translation Knowledge Knowledge Putting Putting Collaboration Stewardship Collaboration Stewardship Jail Jail Knowledge Knowledge Technology Technology to Work to Work(c) 2011 AlignConsulting 36
  37. 37. Turbo-Charging Social Media initiatives “Naked” social media Adding Knowledge Jam disciplines Facilitation Some ―curating‖ Formal selection, business case Guidelines Container-building and inclusion Synthesis Open comments Widened view, non-defensiveness Conversa- tion Multiple locations Cultural and cognitive diversity Dialogue Formal broker role to ―translate‖ Translation RSS Feeds Reuse measurement(c) 2011 AlignConsulting 37
  38. 38. Discussion: Is ―Convening‖ today’s leadership edge? 1990s 2000s 2010s Raw skill Networks and Convening people Relationships and ideas Raytheon Nike Facebook, LinkedIn GE Ebay Twitter Apple Amazon Google Hewlett Packard Walmart TED Compaq CapitalOne Partners in Health Dot-com “nano” “social”(c) 2011 AlignConsulting 38
  39. 39. (c) 2011 AlignConsulting 39
  40. 40. Kate Pugh, AlignConsulting and Columbia University • Kate has 17 years of consulting and seven years of industry experience. She held leadership positions with Intel Corporation, JPMorgan, and Fidelity. She is on the faculty of Columbia University’s Information and Knowledge Strategy Masters program, and is author of Sharing Hidden Know-How (Jossey-Bass, 2011). • Kate helped run Intel Solution Services’ Knowledge and Process Mgt Group, led Fidelity Personal & Workplace Investments KM, and initiated and ran the JPMorganChase’s Finance Portal Program. • Kate has helped launch and/or run over 20 communities of practice, including Intel’s award-winning Enterprise Architects’ community. Sample clients include Fidelity Investments, The Gates Foundation, Institute for Healthcare Improvement, Medtronic, Mitokine Bioscience, Project Management Institute, and The World Bank. Kate is on the Board of Knowledge Mgt. Institute Canada. • Kate has an MS/MBA from MIT Sloan, a BA in Economics from Williams College, and certificates in Dialogue, Facilitation, Mediation, Project Mgt., and LEAN Six Sigma. • Kate has articles in Harvard Business Review, NASA Ask Magazine, Dashboard Insight, IBM Syn.Chrono.us Blog and Ivey Business Journal.(c) 2011 AlignConsulting 40
  41. 41. Some Reading • Sharing Hidden Know-How (Jossey-Bass, April 2011) • Conversation Channels insight Into Action (Nonprofit Webinar Series recorded video/webinar, Sept, 2011) • ―Knowledge Jam: Three Disciplines to Beat the Merger Performance Odds,” Ivey Business Journal, July/August, 2011. • Jamming with the Institute for Healthcare Improvement ― (NASA Ask Magazine, Winter, 2011) NASA Ask Magazine • ―Don’t Just Capture Knowledge – Put It to Work,‖ Katrina Pugh and Nancy M. Dixon, Harvard Business Review, May 2008. • Sustainable Communities: Top 10 CSFs for Keeping the Faith, IBM Synch.rono.us Blog, July 19, 2010(c) 2011 AlignConsulting 41

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