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A Knowledge Transfer Program

2011 version of the Knowledge Transfer Toolkit presentation. Includes:

Developing a knowledge sharing toolkit
Keeping content up to date
Encouraging knowledge-sharing behaviours
Social Media principles
Using multiple media

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A Knowledge Transfer Program

  1. 1. A Knowledge Transfer Program Keith De La Rue AcKnowledge Consulting Tuesday, 15 March 2011
  2. 2. Overview <ul><li>Developing a knowledge sharing toolkit </li></ul><ul><li>Keeping content up to date </li></ul><ul><li>Encouraging knowledge-sharing behaviours </li></ul><ul><li>Social Media principles </li></ul><ul><li>Using multiple media </li></ul>
  3. 3. Developing a toolkit A knowledge sharing approach
  4. 4. The environment Business Sales Force Business Customers Product & Marketing Teams Hundreds of Products Hundreds – On the road and desk-based Thousands Specialist Sales KM Team
  5. 5. The KM approach <ul><li>Product, service and solution “know-how” </li></ul><ul><li>Build a standard toolkit and activity program </li></ul><ul><ul><li>Different media to suit different audience needs </li></ul></ul><ul><ul><li>Content , communications and training in one </li></ul></ul><ul><li>The iStore </li></ul><ul><ul><li>On-line document library </li></ul></ul><ul><li>Sales KnowHow Bulletin </li></ul><ul><ul><li>Weekly web-based newsletter </li></ul></ul><ul><li>Knowledge Bites </li></ul><ul><ul><li>Web and audio conference briefing </li></ul></ul>
  6. 6. The iStore <ul><li>Everything sales staff need to know – in one place </li></ul><ul><ul><li>Documents for internal & external use </li></ul></ul><ul><ul><li>Multimedia content </li></ul></ul><ul><li>Standard document templates </li></ul><ul><ul><li>Provide sales information in predictable format </li></ul></ul><ul><ul><li>Also stored on iStore </li></ul></ul><ul><li>Lotus Notes/Domino database </li></ul><ul><ul><li>Web browser access for all </li></ul></ul><ul><ul><li>Hand-held device access </li></ul></ul><ul><ul><li>Secure Admin access </li></ul></ul>
  7. 7. iStore scope <ul><li>3,300 entries </li></ul><ul><ul><li>90% documents – others link or text only </li></ul></ul><ul><ul><li>Single document, current version only </li></ul></ul><ul><li>270 contributors… </li></ul><ul><li>370 products, services & solutions </li></ul><ul><li>Average over 60,000 hits per month </li></ul><ul><li>Multiple indexes and search </li></ul><ul><ul><li>Every entry accessible by any index </li></ul></ul><ul><li>Anonymous reader access </li></ul><ul><li>Subscription for weekly updates </li></ul>
  8. 8. Keeping content up to date Accountability, behaviour and engagement
  9. 9. The contributors <ul><li>Product Managers, Marketers, SMEs </li></ul><ul><li>Increasingly time-poor </li></ul><ul><li>The “Ivory Tower” syndrome </li></ul><ul><ul><li>Knowledge “hoarding”… </li></ul></ul><ul><li>Interested mostly in products and solutions </li></ul><ul><ul><li>Want to provide lots of detail! </li></ul></ul><ul><li>More accountable for costs than sales </li></ul><ul><li>Not usually hired as communicators </li></ul><ul><li>Focus only on own product </li></ul>
  10. 10. Contributor accountability <ul><li>Self-service </li></ul><ul><ul><li>Contributors load and own all content </li></ul></ul><ul><ul><li>Every entry must have one accountable owner </li></ul></ul><ul><li>Manage entry status, currency and validity </li></ul><ul><ul><li>Draft, Published, To be deleted </li></ul></ul><ul><li>Guides and training provided </li></ul><ul><ul><li>Including eLearning modules </li></ul></ul><ul><li>Control hand-over as required… </li></ul><ul><ul><li>Job changes </li></ul></ul><ul><ul><li>Extended leave </li></ul></ul>
  11. 11. Regular reviews <ul><li>All entries have a 90-day timer </li></ul><ul><li>“Entry last updated” date displayed </li></ul><ul><li>Auto review reminder emails to contributor </li></ul><ul><ul><li>Two weeks’ notice, one week reminder </li></ul></ul><ul><ul><li>Update, republish or delete </li></ul></ul><ul><li>Automatic archive at 90 days </li></ul><ul><ul><li>Contributor advised </li></ul></ul><ul><ul><li>Entry visible, but attachment not accessible </li></ul></ul><ul><li>Entries may be deleted if archived > 2 weeks </li></ul>
  12. 12. Extended currency management <ul><li>Attachment currency critical </li></ul><ul><ul><li>Separate “file last uploaded” date tracked </li></ul></ul><ul><ul><li>Attachment age checked at each review </li></ul></ul><ul><li>If attached file more than six months old: </li></ul><ul><ul><li>Contributor asked to confirm content review </li></ul></ul><ul><ul><li>Confirmation logged & copy sent to manager </li></ul></ul><ul><li>If attached file more than twelve months old: </li></ul><ul><ul><li>Monthly scorecard sent via senior management </li></ul></ul><ul><ul><li>27% reduced to 7% over 12 months </li></ul></ul>
  13. 13. The audience <ul><li>Sales staff, Sales Specialists, Technical Sales </li></ul><ul><ul><li>Large customers: face-to-face, on the road </li></ul></ul><ul><ul><li>Smaller customer: by phone, desk-based </li></ul></ul><ul><ul><li>Sales specialists need more technical detail </li></ul></ul><ul><li>Increasingly time-poor </li></ul><ul><li>Need to know how to sell solutions </li></ul><ul><ul><li>Focus on customer needs </li></ul></ul><ul><li>Income at risk, based on sales and revenue </li></ul>
  14. 14. Sales input and awareness <ul><li>The audience as part of currency management </li></ul><ul><li>All entries have feedback form </li></ul><ul><ul><li>Messages go to contributor </li></ul></ul><ul><ul><li>Available for archived entries </li></ul></ul><ul><ul><li>Identity automatically captured through single sign-on </li></ul></ul><ul><li>All entries have “five-star” rating </li></ul><ul><li>Messages logged on Admin interface… </li></ul>
  15. 15. Administration <ul><li>Monitor entry status on Admin interface </li></ul><ul><ul><li>Provide reporting </li></ul></ul><ul><li>Monitor email failures and responses </li></ul><ul><ul><li>Identify and follow up staff movements </li></ul></ul><ul><li>Intervene as required </li></ul><ul><ul><li>Identify issues </li></ul></ul><ul><ul><li>Phone calls to recalcitrants </li></ul></ul><ul><ul><li>Provide training and help </li></ul></ul>
  16. 16. Encouraging knowledge-sharing behaviours Tearing down the Ivory Tower
  17. 17. Starting out <ul><li>Start with defined scope </li></ul><ul><li>A “Knowledge points” system </li></ul><ul><ul><li>Built into KPIs (Key Performance Indicators) </li></ul></ul><ul><li>Rewards and Recognition program </li></ul><ul><ul><li>Include branding, non-monetary rewards </li></ul></ul><ul><ul><li>Public recognition </li></ul></ul><ul><ul><li>Must reward only correct behaviour </li></ul></ul><ul><li>Become part of standard business </li></ul><ul><li>Need to drive accountability </li></ul>
  18. 18. Extending the scope <ul><li>“Middle-out” approach </li></ul><ul><ul><li>Started small, but management support critical </li></ul></ul><ul><li>Original culture became accepted </li></ul><ul><ul><li>Even with organisational changes </li></ul></ul><ul><li>Continually emphasise audience needs </li></ul><ul><ul><li>Sales staff need up-to-date information </li></ul></ul><ul><ul><li>“Is that on the iStore?” </li></ul></ul><ul><li>Build into standard Product Launch process </li></ul>
  19. 19. Keep it simple – and standardised <ul><li>Make it as easy as possible to share knowledge </li></ul><ul><li>Simple web form </li></ul><ul><ul><li>Contributor selects meta-data </li></ul></ul><ul><ul><li>All key meta-data mandatory </li></ul></ul><ul><ul><li>With some optional extras </li></ul></ul><ul><li>Ensure clarity in classifications </li></ul><ul><ul><li>Single product name, but optional additional names </li></ul></ul><ul><ul><li>Single document type, following template </li></ul></ul><ul><ul><li>Entry title automatically assembled </li></ul></ul>
  20. 20. Building a contributor community <ul><li>Need to Know – quarterly email newsletter </li></ul><ul><ul><li>Brief, focus on key issues and system updates </li></ul></ul><ul><ul><li>Report “Top 10” contributors </li></ul></ul><ul><li>Also update via other media </li></ul><ul><li>Contributor statistics access </li></ul><ul><li>Help, guides and training provided </li></ul><ul><li>Use of dedicated emailbox – “! iStore” </li></ul><ul><ul><li>Risk of complacency </li></ul></ul><ul><ul><li>Phone calls, alternative approaches </li></ul></ul>
  21. 21. Social Media principles Building trust and engagement
  22. 22. An open policy <ul><li>&quot;Knowledge can only ever be volunteered ; it cannot be conscripted &quot; </li></ul><ul><ul><li>David Snowden </li></ul></ul><ul><li>Allow audience interaction </li></ul><ul><li>Make it as easy as possible to engage! </li></ul>
  23. 23. Be afraid! <ul><li>A completely open system </li></ul><ul><li>Anyone can create, update or change </li></ul><ul><ul><li>Open access to all </li></ul></ul><ul><ul><li>No log-in required </li></ul></ul><ul><ul><li>But identity captured and audit trail kept </li></ul></ul><ul><li>Risk of incorrect information? </li></ul><ul><ul><li>Never eventuated </li></ul></ul><ul><li>Trust a critical element </li></ul><ul><ul><li>The heart of Web/Enterprise 2.0 </li></ul></ul><ul><ul><li>Trust has been consistently honoured </li></ul></ul>
  24. 24. Using multiple media Meeting the needs of the audience
  25. 25. Sales KnowHow Bulletin <ul><li>Weekly web-based newsletter </li></ul><ul><li>Latest news on products and campaigns </li></ul><ul><li>Notice emailed to target audience </li></ul><ul><ul><li>Only read items of interest </li></ul></ul><ul><li>Front page has 50-word summary </li></ul><ul><ul><li>Click through layers to detail </li></ul></ul><ul><li>Suits time-poor audience </li></ul>
  26. 26. Knowledge Bites <ul><li>Weekly audio and web conference </li></ul><ul><ul><li>Two 10-minute “bites”, with Q&A </li></ul></ul><ul><ul><li>Introduced and managed by KM team </li></ul></ul><ul><ul><li>Presentations delivered by SMEs </li></ul></ul><ul><li>Slide pack loaded to iStore </li></ul><ul><li>Audio edited and loaded to iStore </li></ul><ul><li>Enhanced subscription service </li></ul><ul><ul><li>Provides ‘podcasting’ </li></ul></ul><ul><li>Suits time-poor audience </li></ul>
  27. 27. Other tools <ul><li>iKnowItAll Quiz </li></ul><ul><ul><li>Online interactive quiz </li></ul></ul><ul><ul><li>Fun learning, suits desk-based staff </li></ul></ul><ul><li>Scripted audio and video (ProductStream) </li></ul><ul><ul><li>Online </li></ul></ul><ul><ul><li>Suits desk-based staff </li></ul></ul><ul><li>Audio CDs (iRadio) </li></ul><ul><ul><li>For on-the-road staff </li></ul></ul><ul><ul><li>Replaced by Knowledge Bites audio </li></ul></ul>
  28. 28. Choosing the media <ul><li>Ignore traditional distinctions </li></ul><ul><ul><li>Content , communications and training </li></ul></ul><ul><ul><li>End result is an informed audience </li></ul></ul><ul><li>Build media to meet audience needs </li></ul><ul><li>Use available technology </li></ul><ul><li>Get new technology as required </li></ul><ul><ul><li>Go outside the firewall if necessary! </li></ul></ul><ul><li>Use “safe-fail” experiments </li></ul>
  29. 29. System review & refresh <ul><li>Change determined by audience </li></ul><ul><ul><li>A key Social Media principle </li></ul></ul><ul><li>Regular review program </li></ul><ul><ul><li>Review of entire toolkit </li></ul></ul><ul><li>Surveys, Focus Groups, Projects, Reviews </li></ul><ul><ul><li>Qualitative and quantitative measures </li></ul></ul><ul><li>Team strategy workshops </li></ul><ul><li>Feed back results </li></ul><ul><li>Communicate changes </li></ul>
  30. 30. Summary <ul><li>Build a broad-based toolkit </li></ul><ul><li>Make it &quot;the way we do things around here“ </li></ul><ul><ul><li>Know the business and meet the needs </li></ul></ul><ul><li>Know your audience and contributors </li></ul><ul><ul><li>And how they operate </li></ul></ul><ul><li>Manage currency and accuracy </li></ul><ul><ul><li>Address accountability, behaviour and engagement </li></ul></ul><ul><li>Exercise trust, and make it as easy as possible </li></ul><ul><li>Human issues come before technology! </li></ul>
  31. 31. Thank You! [email_address] 0418 51 7676 Blog: