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The Seven Competencies of Highly Effective Knowledge Managers


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Slides from October 9, 2018 SLA webinar presentation

Published in: Business
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The Seven Competencies of Highly Effective Knowledge Managers

  1. 1. The Seven Competencies of Highly Effective Knowledge Managers Stan Garfield, Knowledge Management Author & Speaker Founder, SIKM Leaders Community SLA Webinar, October 9, 2018
  2. 2. Topics 2 1. Competencies: 7x7 2. Seven types of competencies 1. Experience 2. Skills 3. Attributes 4. Behaviors 5. Tasks 6. Specialties 7. Components 3. Building expertise in knowledge management
  3. 3. 7 Competencies List 1: SAFARIS 3 1. Share tips, tricks, and insights 2. Ask questions and collaborate with others 3. Find resources, people, and content 4. Answer questions 5. Recognize colleagues’ contributions and achievements 6. Inform about activities and plans 7. Suggest ideas and solicit input
  4. 4. List 2: Dave Simmons 4 1. Drive for most valued information in an organization 2. Write once and use many ways 3. Spot information pain as a KM opportunity 4. Link all KM content to business metrics 5. Start small and build both supporters and content 6. Be prepared to speak IT, business, budget, content, process, and HR when addressing KM 7. Know your constituents' metrics for success
  5. 5. List 3: Patti Anklam 5 1. Share Relentlessly what you have created and what you are learning. Be a role model for those around you. 2. Search First looking to find, reuse, and refine what others have done before creating something from scratch. Listen to what others are saying. 3. Communicate, Ask and Answer in the Open using email only when absolutely necessary. Make your work and your talents discoverable by working out loud. TAG, TAG, TAG what you create so others can find it. 4. Seek Active Collaboration for tasks both small and large. The sum is always greater than the parts. 5. Build Social Capital as if it matters as much as financial. Build your personal network and connect people so they can enhance theirs. 6. Act on Your Ideas for creating and sharing knowledge. Leverage company KM resources. 7. Improve your Knowledge and Skills with KM Tools and Practices by learning one new thing every day (and then go to #1 and share).
  6. 6. List 4: 1-3, Jean-Claude Monney 6 1. Be a Knowledge Citizen: Display accountability for sharing, reusing, and improving collective knowledge to create greater value 2. Be Social with a purpose: Be an active participant in your organization’s Communities of Practice 3. Be Digital: Studies show that 50% of your productivity comes from individual task performance and 50% from collaboration 4. Articulate the end-state vision: Passionately explain what KM looks like when it is working 5. Implement, Improve, and iterate: Continuously act to achieve the vision, with measurable progress 6. Define compelling use cases: Convincingly communicate the advantages of using KM processes and tools over existing alternatives 7. Lead by example: Regularly model the desired behaviors
  7. 7. List 5: 1-3, Malcolm Gladwell 7 1. Connector: a hub in social networks 2. Maven: a guru on important topics 3. Salesperson: persuasive, passionate, and persistent 4. Communicator: good at writing, speaking, and presenting 5. Expert in the people, processes, and technology of KM 6. Effective in getting people to ask for help, provide help, and answer questions 7. Helpful to those who seek information and resources
  8. 8. List 6 8 1. Raise awareness 2. Align knowledge actions with business priorities 3. Promote a knowledge sharing culture 4. Engage senior leadership 5. Manage the infrastructure 6. Manage the KM program and projects 7. Support all knowledge workers
  9. 9. List 7 9 1. Monitor important information sources 2. Participate in relevant communities 3. Read key publications 4. Listen to podcasts 5. Search effectively 6. Know who would benefit from a piece of information or from being connected to someone else 7. Inform colleagues about content, people, and resources relevant to their interests and areas of responsibility
  10. 10. 1. Experience 10 1. Management: supervised people, led work teams, managed a business or functional unit 2. Project management: successfully managed projects to meet deadlines, provide deliverables, and adhere to budgets 3. Communications: published documents, gave presentations, and managed communications programs 4. 50 Knowledge Management Components: for many of these, performed evaluations, led implementation projects, and used them regularly 5. Reputation: has earned the respect of people both inside and outside of the organization based on accomplishments, networking, and communications
  11. 11. 2. Skills 11 1. Leadership: able to influence others, lead work teams, and manage projects 2. Communications: excellent at writing, speaking, presenting, and using a variety of communications vehicles 3. Process and Technology: able to quickly learn and master a wide variety of tools and processes 4. 50 Knowledge Management Components: expert at using many of these 5. Analysis: able to seek input, analyze information, consider alternatives, and make good decisions
  12. 12. 3. Attributes 12 1. Adaptable: flexible, resilient, open-minded 2. Assertive: shows initiative, meets commitments, decisive 3. Calm: handles pressure, even-tempered, balanced 4. Client-focused: understanding, responsive, helpful 5. Creative: innovative, inventive, bold 6. Collaborative: acknowledges, shares, networks 7. Curious: keeps current, open to new ideas, asks others to share 8. Dynamic: gets results, analysis and action, sets high standards 9. Influential: gets commitment, resolves differences, spans boundaries 10.Personable: gets along, builds relationships, well-liked
  13. 13. 4. Behaviors 13 1. Lead by example 1. Practice what is preached 2. Become an expert in the tools that you want others to use 3. Get respected leaders to model desired behaviors 2. Set three goals for everyone 1. Simple, fundamental, measurable 2. Consistently communicate and leverage 3. Widely communicate and inspect 3. Recognize those who demonstrate the desired behaviors 1. Praise 2. Reward 3. Promote
  14. 14. 5. Tasks 14 1. Improve business results through a knowledge- sharing culture 2. Define, maintain, and execute the KM implementation plan 3. Implement people, process, and technology components 4. Define KM goals, measurements, and rewards 5. Report regularly on KM metrics 6. Implement action plans for KM projects 7. Lead the organization's KM teams 8. Manage the organization's KM communications 9. Actively participate in communities 10.Network with other KM Leaders
  15. 15. 6. 100 KM Specialties 1. Sharing, culture, organizational design, and change management 2. Innovation, invention, creativity, and idea generation 3. Reuse, proven practices, lessons learned, and knowledge retention 4. Collaboration and communities 5. Learning, competency development, and training 6. Goals, measurements, incentives, gamification, recognition, and rewards 7. Social networks, organizational networks, value networks, and network analysis 8. Expertise location and personal profiles 9. Communications 10. Facilitation and knowledge transfer 11. User support and Knowledge-Centered Support 12. Content management, document management, and records management 13. Analytics, text analytics, visualization, metrics, and reporting 14. Project management, process management, Agile development, workflow, planning, decision making, and checklist 15. Knowledge audit, knowledge mapping, knowledge modeling, peer assist/retrospect, After Action Review, sensemaking, and ritual dissent 16. Appreciative inquiry, positive deviance, and Most Significant Change 17. Storytelling, narrative, anecdote circles, BarCamp/unconference, and World Café 18. Information architecture, usability, user interface, and user experience 19. Search, findability, taxonomy, ontology, metadata, tagging, and semantic web 20. Portals, intranets, and websites 21. Big data, databases, repositories, business intelligence, data warehouses, and data lakes 22. Competitive intelligence, customer intelligence, market intelligence, and research 23. Digital workplace, social business, and social media tools 24. Cognitive computing, artificial intelligence, natural language processing, machine learning, and neural networks 25. Wisdom of crowds, crowdsourcing, collective intelligence, and prediction markets 15
  16. 16. People culture & values knowledge managers user surveys social networks communities training documentation communications Technology Process methodologies creation capture reuse lessons learned proven practices collaboration content management classification metrics & reporting management of change workflow valuation social network analysis appreciative inquiry & positive deviance storytelling, narrative, & anecdotes blogs wikis podcasts & videos syndication & subscription social software & media external access/extranet workflow applications process automation gamification and badges e-learning analytics & BI cognitive computing & AI user assistance & knowledge help desk goals & measurements incentives & rewards user interface, UX, & usability intranet team spaces virtual meeting rooms, web/video/ audio conferencing, & teleprescence portals & digital workplace repositories & knowledge bases threaded discussions & ESNs expertise locators/ask the expert metadata & tags search engines/enterprise search archiving/document management & records management 7. 50 KM Components 16
  17. 17. 10 Ways to Build Expertise 1. Assess yourself 2. Read books, periodicals, blogs, and sites 3. Join, participate in, and help lead communities 4. Attend conferences 5. Tweet, retweet, and follow tweets 6. Present, speak, lead discussions, and deliver training 7. Post, write, and publish 8. Attend training 9. Learn by doing 10.Find a mentor 17
  18. 18. 1. Assess yourself • Assess yourself against the list of specialties • If you were asked to meet with a client as an expert in the specialty • would you be comfortable doing so? • would the client be pleased following the meeting? • Choose one or more specialties in which • you are an expert, or • you would like to become an expert • Focus your development on those specialties SELF-ASSESSMENT Sharing, culture, organizational design, and change management Collaboration and communities Goals, measurements, incentives, and rewards Communications Portals, intranets, and websites Web 2.0 and social media tools 18
  19. 19. 2. Read • Read books from the list of recommended books • Start with the 12 shown below • Then choose ones that match your chosen specialties • Subscribe to periodicals • Read blogs • Visit sites 19
  20. 20. Periodicals Knowledge-Letter 20
  21. 21. Blogs Nick Milton Mary Abraham Dave Snowden Patrick Lambe Shawn Callahan Nancy Dixon 21
  22. 22. Sites 22
  23. 23. 3. Participate in communities • Subscribe: Get email or RSS and regularly read the threaded discussion board • Post: Start a new thread or reply in the threaded discussion board • Attend: Participate in community events • Contribute: Submit content to the community newsletter, blog, wiki, or site • Engage: Ask or answer a question, make a comment, give a presentation, and help lead SIKM Leaders 23
  24. 24. 4. Attend conferences 24
  25. 25. 5. Tweet, retweet, and follow •Follow thought leaders in Twitter, Yammer, et al. •Participate in a Twitter Chat, e.g., #ESNchat weekly chat Thursdays at 2 pm ET •Search Twitter using hashtags, e.g., #KM •Ask questions on Twitter, Yammer, et al. 25
  26. 26. Twitter Chat #KMers #ESNchat 26
  27. 27. Twitter list Tweet themes •#FF @hjarche Harold Jarche helps organizations reintegrate work & learning, using the connectivity of the Net/Life in perpetual Beta #KM #SM •Title Thursday Review: The Intelligent Company: 5 Steps to Success with Evidence-Based Management by Bernard Marr #KM •Website Wednesday: Laying Groundwork for a #KM Professional: Learning, Knowledge & Effective Action; Alex/David Bennet •Trackback Tuesday: Time for #KM to manage knowledge about management? @stevedenning presented this to SIKM CoP #KMers •Meeting Monday: Mar 22-24 AIIM Conference & Expo at info360 Washington, DC #KM •Meeting Monday: March 24 Social Business Summit, London #SM #socialmedia •Meeting Monday: Mar 22 KMEF Webinar: Laying Groundwork for a #KM Professional: Learning, Knowledge & Effective Action 27
  28. 28. 6. Present, speak, and train •Present at • internal meetings • con calls • community meetings • conferences • client meetings •Ask an established expert to allow you to co-present •Offer to help facilitate a panel discussion •Develop and conduct training 28
  29. 29. 7. Post, write, and publish •Post to a discussion board •Write a blog post •Publish a document using Google Docs •Upload a presentation to SlideShare •Write an article for a publication •Use writing to • test your ideas • solicit comments • refine your thinking about a topic 29
  30. 30. 8. Attend training •Online •At a university •Before or after a conference •From a specialized vendor 30
  31. 31. 31 9. Learn by doing •Try things out •Use tools •Interact with others •Attend different events to see which ones are the most useful 31
  32. 32. 10. Find a mentor • Post in a community discussion board • Contact a blogger • Reply to a tweeter • Talk to a presenter at a conference • Visit the site of a thought leader and send an email message • Ask for a referral 32
  33. 33. Managing the ROI of Knowledge Management (chapter author) The Case against ROI Implementing a Successful KM Program (author) Successful Knowledge Leadership: Principles and Practice (chapter author) The Modern Knowledge Leader: A Results-Oriented Approach Gaining Buy-in for KM (chapter author) Obtaining Support for KM: The Ten Commitments Proven Practices for Promoting a Knowledge Management Program (author) • Join the SIKM Leaders CoP • Twitter @stangarfield • Site • LinkedIn Articles activity/posts/ For additional information Knowledge Management Matters (chapter author) Communities Manifesto