KM – Technology, tools, techniques


Published on

A university guest lecture presentation on KM tools and techniques, including a case study and an exercise.

Published in: Business
  • Effective knowledge management, using more EFFECTIVE processes and tools, will also reduce our tendency to ‘repeat the same mistakes’. This is, again, extremely costly and inefficient. Effective knowledge management, therefore, can dramatically improve quality of products and/or services.
    Are you sure you want to  Yes  No
    Your message goes here
  • technology, tools, techniques signifies success in life because of technology it only reminds us who we are and what we have..
    Are you sure you want to  Yes  No
    Your message goes here

    KM technology tools and techniques define company success. In every situation that requires management attention to resolve pressing matter within the company, these are the key elements in surpassing them. It plays a critical role in analyzing serious problems in the company, its impact to its development, which simultaneously provide immediate response thereto and create viable solution to the problem. The end result: a strengthened and more firm company.
    Are you sure you want to  Yes  No
    Your message goes here
  • KM technology,tools, techniques are more useful in because it is the form and way in achieving a great success in life.With out of it,, the path of certain company will be in vain because its direction will lead in vague way.
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

KM – Technology, tools, techniques

  1. 1. KM – technology, tools, techniques Keith De La Rue Thursday, 29 April 2010
  2. 2. Overview <ul><li>Brief history of KM techniques </li></ul><ul><li>Tools and technologies </li></ul><ul><li>Case study scenario and group exercise </li></ul><ul><li>Keeping content up to date </li></ul><ul><li>Dealing with knowledge hoarding </li></ul><ul><li>Using multiple media </li></ul>
  3. 3. A brief history Technology or people?
  4. 4. The knowledge age? <ul><li>The knowledge economy - Drucker, 1992 </li></ul><ul><li>IT focus – 1997 survey: </li></ul><ul><ul><li>Intranets </li></ul></ul><ul><ul><li>Data warehousing </li></ul></ul><ul><ul><li>Knowledge repositories </li></ul></ul><ul><ul><li>Decision-support tools </li></ul></ul><ul><ul><li>Collaboration groupware </li></ul></ul><ul><li>Large projects </li></ul><ul><li>Focus on explicit knowledge </li></ul>
  5. 5. The emergence of people <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>People focus: </li></ul><ul><ul><li>Communities of Practice </li></ul></ul><ul><ul><li>Expertise location </li></ul></ul><ul><ul><li>Collaboration </li></ul></ul><ul><ul><li>Narrative techniques </li></ul></ul><ul><li>More focus on tacit knowledge </li></ul>
  6. 6. The social dimension <ul><li>“ We are moving away from content and collection, and moving to context and connection.” </li></ul><ul><ul><li>Michel Bauwens </li></ul></ul><ul><li>Importance of engaging people </li></ul><ul><li>Social media not in conflict with KM </li></ul><ul><ul><li>But may conflict with the IT-centric view </li></ul></ul><ul><li>Today’s organisations are complex </li></ul><ul><ul><li>New approaches are needed </li></ul></ul>
  7. 7. Tools & Technologies What goes into the toolbox
  8. 8. What is a KM technology? <ul><li>Goal is an informed audience </li></ul><ul><li>Content, communication, learning </li></ul><ul><li>Tools can include: </li></ul><ul><ul><li>Meetings, face-to-face training </li></ul></ul><ul><ul><li>Telephones, iPhones, BlackBerries </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><ul><li>Bulletin boards, newsletters </li></ul></ul><ul><li>Techniques can include approaches and methods </li></ul>
  9. 9. Knowledge repository <ul><li>Content management </li></ul><ul><li>Provides structure – metadata & indexes </li></ul><ul><li>Search – text and keywords </li></ul><ul><li>Access by both contributors and audience </li></ul><ul><li>Governance & workflow </li></ul><ul><ul><li>Version management </li></ul></ul><ul><ul><li>Currency </li></ul></ul><ul><li>Lotus, SharePoint… </li></ul>
  10. 10. The Intranet <ul><li>Organisation-Wide Web </li></ul><ul><li>Like the WWW, may just be online brochures </li></ul><ul><li>A platform to support multiple media </li></ul><ul><li>Enterprise search </li></ul><ul><li>Needs to be managed to be successful </li></ul><ul><ul><li>Development standards, templates </li></ul></ul><ul><ul><li>Distributed publishing </li></ul></ul><ul><ul><li>Ownership </li></ul></ul><ul><ul><li>Usability </li></ul></ul>
  11. 11. Portals <ul><li>A way to bring together multiple sites </li></ul><ul><li>Provides structure and focus </li></ul><ul><li>Links, pull-downs, buttons, tabs </li></ul><ul><li>Can include feature articles, newsletters </li></ul><ul><li>May allow personal customisation </li></ul><ul><ul><li>Role-based defaults </li></ul></ul>
  12. 12. Blogs <ul><li>We b log = a diary on steroids </li></ul><ul><ul><li>Can include text, images, multimedia </li></ul></ul><ul><li>Originally a single author, personal diary </li></ul><ul><ul><li>Can be shared authorship; dialogue through comments </li></ul></ul><ul><ul><li>Chronological organisation; more permanent </li></ul></ul><ul><li>Edited anywhere, online </li></ul><ul><li>Cheap – open source or commercial </li></ul><ul><ul><li>WordPress, Movable Type, Typepad </li></ul></ul><ul><li>Provides tagging, RSS feed </li></ul>
  13. 13. Podcasting <ul><li>A pre-recorded audio program or message </li></ul><ul><li>Allows portability, time-shifting </li></ul><ul><li>Caters to different learning styles </li></ul><ul><li>So what’s new? </li></ul><ul><ul><li>Simple software and devices </li></ul></ul><ul><ul><li>Anyone can produce </li></ul></ul><ul><ul><li>RSS feeds </li></ul></ul>
  14. 14. Videocasting <ul><li>YouTube and the “home video” revolution </li></ul>
  15. 15. Wikis <ul><li>An online reference source, edited by users </li></ul><ul><li>&quot;Wiki-wiki&quot; = &quot;hurry quick&quot; (Hawaiian) </li></ul><ul><ul><li>Quick to set-up, and supports rapid development </li></ul></ul><ul><li>Good for experts to build a body of knowledge </li></ul><ul><li>Easy online editing </li></ul><ul><ul><li>Includes author comments and discussion </li></ul></ul><ul><li>Readily-available software </li></ul><ul><ul><li>Media Wiki, Confluence </li></ul></ul><ul><li>Rapid self-healing and reliability </li></ul><ul><ul><li>“Wisdom of crowds” </li></ul></ul>
  16. 16. Microblogging <ul><li>“ If only most companies realised the treasure trove of expertise and information that their employees would be able to access if they encouraged the use of such services” </li></ul><ul><ul><li>Shane Goldberg, Telstra </li></ul></ul><ul><li>Twitter, Yammer </li></ul><ul><ul><li>“What are you working on?” </li></ul></ul><ul><li>Maintaining a network, mentoring </li></ul><ul><li>Shared note-taking, expertise </li></ul>
  17. 17. Online communities <ul><li>Facebook, LinkedIn, Ning </li></ul><ul><li>Shared applications </li></ul><ul><li>Directory, expertise location </li></ul><ul><ul><li>Deloitte has over 17,000 members </li></ul></ul><ul><li>Promoting events </li></ul>
  18. 18. Case Study scenario Dealing with the Ivory Tower
  19. 19. 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
  20. 20. 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>
  21. 21. 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><ul><li>Not hired as researchers </li></ul></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>
  22. 22. The challenge <ul><li>What tools and techniques apply to this scenario? </li></ul><ul><li>KM Method Cards </li></ul><ul><ul><li>From Straits Knowledge, Singapore </li></ul></ul>
  23. 23. KM Method Cards 25 39 16
  24. 24. The exercise <ul><li>Four groups </li></ul><ul><ul><li>Approaches (cards 01-25) </li></ul></ul><ul><ul><li>Methods I (cards 26-43) </li></ul></ul><ul><ul><li>Methods II (cards 44-64) </li></ul></ul><ul><ul><li>Tools (cards 65-80) </li></ul></ul><ul><li>Each group: </li></ul><ul><ul><li>Deal out cards </li></ul></ul><ul><ul><li>Each person choose one or two cards and explain </li></ul></ul><ul><ul><li>Group select 3-4 cards and present </li></ul></ul>
  25. 25. Building the toolkit Accountability, behaviour and engagement
  26. 26. 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>
  27. 27. 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>
  28. 28. iStore scope <ul><li>3,300 entries </li></ul><ul><ul><li>90% documents – others link or text 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>
  29. 29. 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>
  30. 30. 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>
  31. 31. 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>
  32. 32. 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>
  33. 33. 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>
  34. 34. Dealing with knowledge hoarding Tearing down the Ivory Tower
  35. 35. 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>
  36. 36. 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>
  37. 37. 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>
  38. 38. 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>
  39. 39. Using multiple media Applying Social Media principles
  40. 40. 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>
  41. 41. 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>
  42. 42. 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>
  43. 43. 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>
  44. 44. 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>
  45. 45. System review & refresh <ul><li>Change determined by audience </li></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>
  46. 46. 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>
  47. 47. Thank You! [email_address] 0418 51 7676 Blog: Twitter: @kdelarue