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Knowledge Transfer Toolkit Program

Presented at CPA Congress Vic, 11 Oct 2010. Similar presentation delivered for Systems Integration KM Leaders Community, 20 April 2010.

This case study outlines how to capture knowledge from a team of experts and make it available to a non-expert target audience.

A managed program approach is used to bring together all of the (traditionally separate) threads of content management, communications and learning to form a coherent, flexible knowledge transfer toolkit. A key element in putting this program into place is to encourage the required behaviours of all participants, including promoting knowledge sharing.

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Knowledge Transfer Toolkit Program

  1. 1. Knowledge Transfer Toolkit Program Keith De La Rue AcKnowledge Consulting Monday, 11 October 2010
  2. 2. Overview <ul><li>Developing a knowledge sharing toolkit </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. 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><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. Dealing with knowledge hoarding 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. Using multiple media Applying Social Media principles
  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>
  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. 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>
  25. 25. 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>
  26. 26. 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>
  27. 27. 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>
  28. 28. 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>
  29. 29. 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>
  30. 30. Thank You! [email_address] 0418 51 7676 Blog: