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Keith De La Rue - KM Performance

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Managing knowledge as an asset and building a knowledge transfer toolkit. Ownership and currency maintenance.

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Keith De La Rue - KM Performance

  1. 1. Improving Knowledge Management performance for advantage Keith De La Rue AcKnowledge Consulting Tuesday, 2 September 2008
  2. 2. Overview <ul><li>Managing knowledge as an asset </li></ul><ul><ul><li>A knowledge transfer toolkit </li></ul></ul><ul><li>Channels for knowledge transfer </li></ul><ul><ul><li>Building sharing technology for people </li></ul></ul><ul><ul><li>Something old, something new… </li></ul></ul><ul><li>Ownership and currency maintenance </li></ul>
  3. 3. Managing knowledge as an asset A knowledge transfer toolkit
  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 core asset – 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>3,000+ entries </li></ul><ul><li>270 contributors… </li></ul><ul><li>370 products, services, solutions & campaigns </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. Knowledge as an asset <ul><li>Knowledge base is an identifiable asset </li></ul><ul><li>Critical requirement for sales success </li></ul><ul><li>Must be up to date, accurate and reliable… </li></ul><ul><ul><li>… and easy to find needed info </li></ul></ul><ul><li>Availability saves time searching </li></ul><ul><li>Need access to knowledge at the time of need! </li></ul>
  9. 9. Must be “business as usual” <ul><li>Address real business needs </li></ul><ul><ul><li>Need to introduce new products and solutions </li></ul></ul><ul><ul><li>Need to equip sales force </li></ul></ul><ul><li>Part of standard product build process </li></ul><ul><ul><li>Mandatory step in “Launch Ready” stage </li></ul></ul><ul><li>Adopt standardised IT support process </li></ul><ul><li>Engage all stakeholders </li></ul><ul><ul><li>Gain management support </li></ul></ul><ul><li>Sell benefits and promote </li></ul>
  10. 10. Channels for knowledge transfer Technology for the people
  11. 11. Choosing the channels <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 channels 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>
  12. 12. 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>
  13. 13. 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>
  14. 14. 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>
  15. 15. iKnowItAll Quiz <ul><li>Online interactive quiz </li></ul><ul><ul><li>Flash-based, with question database management </li></ul></ul><ul><li>Fun learning </li></ul><ul><li>Simple questions </li></ul><ul><ul><li>Multiple choice, true/false, perfect match </li></ul></ul><ul><li>Source document supplied </li></ul><ul><li>Ideally suited to desk-based staff </li></ul><ul><ul><li>Used as a team sport! </li></ul></ul>
  16. 16. Other tools <ul><li>eLearning (iBrief) </li></ul><ul><ul><li>Online </li></ul></ul><ul><ul><li>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>
  17. 17. Ownership and currency maintenance Accountability, behaviour and engagement
  18. 18. 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>
  19. 19. 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>
  20. 20. 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>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>
  21. 21. 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>
  22. 22. Sales input and awareness <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><li>All entries have “five-star” rating </li></ul><ul><li>The audience is part of currency management </li></ul><ul><li>Messages logged on Admin interface… </li></ul>
  23. 23. 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>Phone calls to recalcitrants </li></ul></ul><ul><ul><li>Provide training and help </li></ul></ul><ul><li>Engage the community </li></ul><ul><ul><li>Quarterly emails to contributors </li></ul></ul>
  24. 24. Other considerations <ul><li>Management support critical </li></ul><ul><li>Need “WIIFM” factor </li></ul><ul><li>Rewards & Recognition program </li></ul><ul><ul><li>Depends on organisation structure & budget </li></ul></ul><ul><li>Build into KPIs (Key Performance Indicators) </li></ul><ul><ul><li>A “Knowledge points” system </li></ul></ul><ul><ul><li>Depends on organisation structure </li></ul></ul>
  25. 25. 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>Make it as easy as possible to share knowledge </li></ul><ul><li>Simple, web-based entry form </li></ul><ul><ul><li>Same form for creating and updating </li></ul></ul><ul><ul><li>Upload attachment </li></ul></ul><ul><li>Author chooses index categories </li></ul><ul><ul><li>Mandatory meta-data </li></ul></ul>
  26. 26. 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>
  27. 27. 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>
  28. 28. Thank You! [email_address] 0418 51 7676 Blog: http://acknowledgeconsulting.com/

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