Driven by the many challenges facing digital workplace practitioners today, knowledge management has spent the last 20 years building up rich practice around nurturing collaboration, knowledge sharing and content. In this workshop, learn how to help your employees connect with information and each other. Let knowledge management do what it does best: avoid reinventing the wheel.

1. Knowledge Management
lessons for digital workplace
practitioners:
How to avoid reinventing the wheel
June 2019

2. @DWG
www.digitalworkplacegroup.com
2

3. @DWG
www.digitalworkplacegroup.com
3
Knowledge Management is…
“…helping people find things, and helping people find each other”
Giovanni Piazza, KM Thought Leader
“…connecting people with people, and people with the right
information”
Bonnie Cheuk, Director and Global Head of Digital, Knowledge & Collaboration – Euroclear
“…ensuring that the right knowledge gets to the right people at the right
time, thoughtfully.

4. @DWG
www.digitalworkplacegroup.com
4
Knowledge Management is…dying?

5. @DWG
www.digitalworkplacegroup.com
5
KM not dying….but Evolving

6. @DWG
www.digitalworkplacegroup.com
6
Synergies between KM and DW
Digital
Workplace
Knowledge
Management

7. @DWG
www.digitalworkplacegroup.com
7
Opportunities for Synergies
Digital
Workplace
Knowledge
Management
Content Lifecycle
Expertise Finders
Collaboration
Communities
of Practice

8. @DWG
www.digitalworkplacegroup.com
8
Content Lifecycle Activities
Areas of DW / KM opportunity
Curate and Categorize Information
Proactively organize and structure information
so that it is findable.
Re-Use Information
Embed sharing and re-use within process, culture
and expectations.
Identify Critical Knowledge
Identify strategic priorities, and what types of
knowledge and information they need to
achieve their goals.
Create Information
Large volumes of information is created
directly, and as a byproduct of daily
work within organizations.

9. @DWG
www.digitalworkplacegroup.com
9
Content Lifecycle Discussion
Small Group Activity
Curate and Categorize Information
Proactively organize and structure information
so that it is findable.
Re-Use Information
Embed sharing and re-use within process, culture
and expectations.
Identify Critical Knowledge
Identify strategic priorities, and what types of
knowledge and information they need to
achieve their goals.
Create Information
Large volumes of information is created
directly, and as a byproduct of daily
work within organizations.
How can Digital Workplace capabilities be applied to improve each of these activities?
How can DW and KM professionals partner to achieve greater return on content investment?

10. @DWG
www.digitalworkplacegroup.com
10
Expertise Finders
Key elements to success
• Completed Profiles
• Self-Identified Expertise and Skills
• Corroborating Data
– Project History
– Community of Practice membership
– Files or information contributed
– Presence on in-house tools

11. @DWG
www.digitalworkplacegroup.com
11
Communities of Practice
Success Factors
• Clear purpose
• Shared focus
• Visible and active leadership
• Committed members
• Dedicated and proactive facilitation
• Return on time
• Recognition for contributors
• Levels of trust

12. @DWG
www.digitalworkplacegroup.com
12
Collaboration
Success factor lessons from Knowledge Management
• Purpose Driven
• Asynchronous / Synchronous
• The right tool for the right job
• Trust and being OK with “works in
progress”

13. @DWG
www.digitalworkplacegroup.com
13
Next UP: Digital Assistants
An Intelligent Digital Assistant
is a software-based agent,
connected to broad amounts
of data, which performs
services and tasks for a
member of an organization’s
workforce. It can be paired
with a hardware-enabling voice
interface, or it can use a
chatbot interface to make the
human/assistant connection.

14. @DWG | www.digitalworkplacegroup.com | 14Confidential | © Digital Workplace Group 2018
It speaks your language.

15. @DWG | www.digitalworkplacegroup.com | 15Confidential | © Digital Workplace Group 2018
It is connected to key systems.

16. @DWG | www.digitalworkplacegroup.com | 16Confidential | © Digital Workplace Group 2018
It delivers information in context.

17. @DWG | www.digitalworkplacegroup.com | 17Confidential | © Digital Workplace Group 2018
It anticipates your needs.

18. @DWG
www.digitalworkplacegroup.com
18
Fostering a Knowledge-sharing Culture
Sources: Pew Research Center; Forbes.com; E-Marketer.com; The Economist; Nielsen; Ipsos MORI
• Leadership, management and
role-modeling
• Strategic alignment and
processes
• Job descriptions
• Performance management
• Reward/Recognition
• Measurement & Benchmarking