A knowledge and information management talk about how information works in the modern organisation, the problems it presents and some approaches to dealing with them.

1. Knowledge, Data and
Information in the Corporate
Context
Katharine Schopflin
Talk for CILIP in London
Monday 22nd September 2014

2. Definitions
(Wisdom)
Knowledge
Information
Data

3. The Corporate context
• Not learning organisations
• No public obligations for information provision
But
• Often regulated
• Obligation to know the law
• Need to keep customers / users happy
• Need to know what their competitors are doing

4. What information do they need?
• External
• Stay up to date
• Offer an informed service to users
• Understand trends and opportunities
• Internal
• What was agreed internally / externally
• Internal policies / best practice
• What other people have done
• Who to go to for what

5. Recorded Information
“I divide my working life between writing policy
and position papers and reading those that other
people have written”
Unnamed Civil Servant, Information Management Conference,
2009

6. External information
• Books
• Journals
• Online databases
• Current awareness
• Curated online resources
• ‘Just-in-time’ research

7. Management Information
Data on:
• Sales
• Stock
• Industry trends
• Staff
• Competitors
• Customers
• Productivity

8. Structured Information
• Sales information
• Media assets
• Stock inventories
• Customer / contact information
• Staff information
• Case details
• Project information

9. Unstructured information: what?
• Records of meetings
• Correspondence
• Policy papers
• Training documents
• Building plans
• Project documentation

10. Unstructured information: where?
• Emails
• FileShares
• EDRMS
• Personal drives / workspaces
• PC hard drives
• Collaborative portals
• Paper files

11. Unrecorded information
• Conversations
• Unminuted meetings
• Secret talents
• Unexpressed (tacit) knowledge

12. Good KDI management
Staff:
• know where to find the information they need
• know who to go to when they need information / knowledge
• know which is the most authoritative version of the truth
• keep items for the correct amount of time
• keep and destroy information securely
• share information at the appropriate level
• recognise information as a corporate asset
• understand their regulatory and legal responsibilities

13. How did this used to be
managed?

14. Secretaries
“The 32B Secretary Treasurer's office in 1937” from Wikimedia Commons

15. Libraries
“Works Progress Administration Librarian, 1940” from Wikimedia Commons

16. Document registries
“Everyday Life in London, 1941: Mrs Day working as a filing clerk”
(Ministry of Information Collection) from Wikimedia Commons

17. How it’s managed now
“Portrait Of An Accountant Working On Computer" by stockimages from freedigitalphotos.com

18. Challenges
• Technology
• Ethical and legal issues
• Staff concerns
• Legacy of paper
• Long-term preservation and access

19. Questions to ask
• What are the principles of good information management?
• Where are our biggest risks?
• Is there anything we can fix quickly?
• How can we make it easier to do the right thing?
• Do we need to acquire new expertise / technology?
• What are realistic timeframes for change?

20. How?
• Learn about the organisation
• Consult widely
• Discover how people do their jobs
• Use communications channels, training, induction and performance
review
• Identify what is needed to eliminate risk from processes
• Embed practices in project governance

21. But …
• Don’t aim for the impossible
• Understand the culture of the organisation
• Concentrate on biggest financial / reputational risks
• Don’t imagine money / technology will fix everything
• Don’t try and change things for change’s sake

22. Questions?
katharine.schopflin@gmail.com
@schopflin