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Time for Learning & Knowledge Management to Merge?

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Time for Learning & Knowledge Management to Merge?

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Time for Learning & Knowledge Management to Merge?

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  1. 1. Thurs, 2nd Feb 2017, 12-1 PM, Sydney Ways to participate: • Q&A Box - comment, whinge & opinions • Twitter Backchannel - @lrncafe #KnowledgeManagement Knowledge Sharing Better Practices Experienced Panel Time for Learning & Knowledge Management to Merge?
  2. 2. Introductions AbbVie Accenture AITD ANZ Australian institute of management BAE Systems Bank Australia Bendigo and Adelaide Bank BNZ Bupa Capgemini CBA CCA Cerner Churches of Christ in Queensland DeakinPrime DEDJTR Department of Education and Training Emmersive Infotech Ericsson Fairfax Media Finders University Gallup Generation Knowledge Consulting HR Consulting IAG IMC Insurance Australia Group Latitude Financial Services LLN In-Sight NAB NATA NCC Nous group Office of State Revenue Partners in Performance Presence of IT Primary Health Care Qantas QBE Relationships Australia Rio Tinto Scentia Shine Lawyers Sleddogg Sprout Labs Sydney Water The Australian Institute of Management The Collective Within The eLearning eXperts The University of Sydney Toyota University of Sydney WBC Westpac Woolworths Yarno YourTutor Registrations90+ Lyn Murnane Knowledge Services Design Consultant Bupa Aus & NZ 50+ Organisations 2 Jeevan Joshi Producer & Founder LearningCafe & CapabilityCafé Rob Wilkins Leader – Information Management NSW Department of Education
  3. 3. Thought Leadership Webinar Discussions UnConference Blog Magazine Coffee Catch Ups Capability Building Workshops Community of Professionals with a focus on implementing ideas Building Capability 4
  4. 4. 16 Mar 23 Feb 09 Mar SYD Fusion : Learning + Knowledge + Capability 23 Mar SYD Workshop Practical Application for Learning Design & Devp Facilitated by Scrum Master. Next Gen Skill Has been run for a leadingbank Few seats left Panel of KM +Cap Mgt + Learning Experts Next stage of evolution for L&D Raising the Workforce Digital Capability High Priority for Workforce Panel with Hands On Experience share better practices and challenges Next Gen L&D skill Delivered for a big bank L&D team Hands on with lots case study andtech www.learningcafe.com.au/events http://bit.ly/ccafemar17 Immersive Workshop Agile for Learning Immersive Workshop Content Curation for Learning http://bit.ly/lcwshop1 http://bit.ly/lcwshop1
  5. 5. JEEVAN JOSHI Producer at LearningCafe & CapabilityCafe 5
  6. 6. 6 64% say they build both KM + Learning solutions Only 43% are integrating the functions BUT
  7. 7. 7 93 – 97 % feel there is partial overlap. So why do we have different functions and titles. Different conferences and professions?
  8. 8. 8 L&D & KM folks are excited about Content Curation Microlearning Personalised knowledge etc. Only because Learning & KM have not converged LMS KM Systems LMS + Content Curation + Micro learning + KM +Content Curation + Micro learning + LMS + Content Curation + Micro learning
  9. 9. 9 Business Responsiveness Structured /Formal Slow Fast Unstructured/ Informal Format KM & Learning were different but are fast converging in parallel silos
  10. 10. 10 Business Responsiveness Structured /Formal Slow Fast Unstructured/ Informal Format KM & Learning should combine Better employee experience Reduce inefficiencies and costs/headcount More responsive (L&D strength) and robust (KM strength)
  11. 11. 11 Combination should use the relative strengths of both functions.Business Interface Employee Experience Foundational Framework Measurement Analysis Design Implement Formal Learning Structured Knowledge Informal KM L&D Both
  12. 12. 12 Barriers Siloed across different reporting lines i.e. L&D -> HR KM -> Business/ Ops Legacy technology stacks. KM & Learning vendors are incrementing. Skills/mindsets are very different. L&D is more art, KM is more science KM L&D it is time KM and Learning merge
  13. 13. Current Model of L&D Professional Development 13 Business Partnership Project Management L&D Theory Analysis Design Development Implementation Evaluation Digital Acumen
  14. 14. Professional Development Framework for the Next Gen L&D - Where do I start? 14 Business Partnership Project Management L&D Theory Analysis Design Development Implementation Evaluation Digital&BusinessAcumen ConsultingApproach KnowledgeManagement Agile&DesignThinking Emerging Tech Industry Knowledge Start Up/ Entrepreneurship Workforce/HR Trends Emerging Research in Management Knowledge & Content Highest Priority Lowest Priority Recommended for 2017
  15. 15. If you want more that talk today – Join Ideas@Work ideasatwork.com.au/contact Collaborative explorations in innovative Learning by Australian organisations facilitated by LearningCafe TinCan/xAPIMOOCs
  16. 16. LYN MURNANE Knowledge Services Design Consultant at Bupa Aus & NZ 16
  17. 17. I am not a risk taker! • Knowledge Manager - ≈ 10 years • Training / Learning - ≈ 10 years • Social Media Curator • (once I was an apprentice fitter & turner!) Lyn Murnane Knowledge Services Consultant
  18. 18. 90 seconds of theory http://www.dubberly.com/articles/design-as-learning.html SECI cycle Nonaka, Takeuchi, 1995.
  19. 19. Yin and Yang Explicit Tacit Knowledge / Seeking / Pull Lyn Murnane
  20. 20. An alternative metaphor http://ohnotheydidnt.livejournal.com%2F42269065.html&ei=A4fZVMe- IaO8mgXN4oCQBw&bvm=bv.85464276,d.dGY&psig=AFQjCNGaQOufzyxH9cwLc3lPgLasIWkDTg&ust=142362827101 9354 Learning is the skeleton KM is the muscle
  21. 21. Some data • The average office worker spends 28 hours a week – or nearly 1500 hours a year - writing emails, searching for information and attempting to "collaborate" internally, according to a new report. • A 2012 global report by McKinsey Global Institute, the research arm of management consultancy McKinsey & Company, argues wide adoption of social media technologies by businesses could cut down some of the time-wasting involved in emailing and improve worker productivity by 20 to 25 per cent. • http://www.smh.com.au/it-pro/business-it/workers-spend-61-per-cent-of-their-day-lost-in-email-and-information- 20120730-23957.html • 19.8 per cent of business time – the equivalent of one day per working week – is wasted by employees searching for information to do their job effectively, according to research released today by Interact. • http://www.it-analysis.com/services/outsourcing/news_release.php?rel=38149 • And sometimes I do remember to reference!
  22. 22. Example 1 • Training – new starters • $12.5Keach / 30% turnover • Staff Help Desks • 20,000 calls to 2 helpdesks. • Staff – 12 pp • Call Handling Time ↑ • Ex Gratia Payments • Learning Costs • Content updates are often big projects that are undertaken only when budgets and / or projects allow • (this is my experience!) • Knowledge Services • Managed content that is intended to be audited, up to date, credible, trusted • Reduce need for staff help desks as information is findable / available • Reduced staff costs ( 6 pp) • All Handling Time - The Pilot Program statistics demonstrated a reduction of 6.3% in Call Handling Time. • Feedback actioned • Transparency • User buy in
  23. 23. Example 2 • Global Organisation • 28 countries • Training provided to SMEs in each country • (was F2F) • KB sold as matching tool • Confused about how / why • Visibility of content • Issues with accessibility & control of information • Search • How to return relevant results from so much content • Navigation • Where to find the content http://www.marksanborn.com/wp-content/uploads/2014/01/challenge.jpg
  24. 24. Credit: Peshkova/Shutterstock
  25. 25. ROB WILKINS Leader – Information Management at NSW Department of Education. 25
  26. 26. Structured Unstructured Active Flexible Conscious Just-in-time On-demand Pushed Planned Rigid Mandated Passive Pulled Unplanned Support Just-enough Self-service Unconscious Unsolicited Instinctive Innate Contextual EngineeredFormal Learning: Structured and Un-structured Collaborative
  27. 27. Structured Unstructured Active Flexible Conscious Just-in-time On-demand Pushed Planned Rigid Mandated Passive Pulled Unplanned Support Just-enough Self-service Unconscious Unsolicited Instinctive Innate Contextual EngineeredFormal Learning: Structured and Un-structured Collaborative
  28. 28. Knowledge Management: Is becoming even more collaborative
  29. 29. That is why the connectedness of individuals is the facilitation of the future..... “Instead of the individual having to evaluate and process every bit of information, she/he creates a personal network of trusted nodes: people and content, enhanced by technology. The act of knowledge is offloaded onto the network itself.” George Siemens, Knowing Knowledge
  30. 30. Stop calling it learning ..... Today’s knowledge work environment screams out for a never-ending process of applying learning while working, not apart from it, predicated on: • learning what you need to know, when you need to know it • reinforcing the lesson by applying that knowledge immediately • knowing where to find relevant information in lieu of memorizing it • learning from your peers and on your own rather than from instructors following a set curriculum.
  31. 31. Information Behaviour isn't changing… it is merely accelerated
  32. 32. Training Needed?
  33. 33. LET US TALK TO THE PANEL AND YOU 33
  34. 34. www.learningcafe.com.au lrncafe http://bit.ly/lcafefb blogs learning conversations free resources workshops UnConference 2016 Sydney Melbourne Webinar recording, ebooks, L&D frameworks Building Effective Employee Social Networks 34 Ideas@work Collaborations
  35. 35. Next Steps Join Special Interest Community Attend Workshops Attend UnConference Melbourne Brisbane LearningCafe LinkedIn Subgroup Register interest www.learningcafe.com.au Register interest www.learningcafe.com.au Or send us an email - enquiry@learningcafe.com.au 35

Editor's Notes

  • Nonaka postulates four modes of “knowledge conversion that are created when tacit and explicit knowledge interact.”

    Socialization (tacit to tacit) “is the process of converting new tacit knowledge through shared experiences in day-to-day social interaction.”

    Externalization (tacit to explicit) is a process whereby “tacit knowledge is articulated into explicit knowledge…so that it can be shared by others to become the basis of new knowledge.”

    Combination (explicit to explicit) is a process whereby “explicit knowledge is collected from inside or outside the organization and then combined, edited, or processed to form more complex and systematic explicit knowledge…The new explicit knowledge is then disseminated among the members of the organization.”

    Internalization (explicit to tacit) is a process whereby “explicit knowledge created and shared throughout an organization is then converted into tacit knowledge by individuals…This stage can be understood as praxis, where knowledge is applied and used in practical situations and becomes the base for new routines.”

  • Credence to the fact that learning is not always sufficient
  • Lessons Learnt - self-paced workbook didn’t work well for call centre / retail environment
  • This is a good example of how KM is not perfect
  • Description

    Time for Learning & Knowledge Management to Merge?

    Transcript

    1. 1. Thurs, 2nd Feb 2017, 12-1 PM, Sydney Ways to participate: • Q&A Box - comment, whinge & opinions • Twitter Backchannel - @lrncafe #KnowledgeManagement Knowledge Sharing Better Practices Experienced Panel Time for Learning & Knowledge Management to Merge?
    2. 2. Introductions AbbVie Accenture AITD ANZ Australian institute of management BAE Systems Bank Australia Bendigo and Adelaide Bank BNZ Bupa Capgemini CBA CCA Cerner Churches of Christ in Queensland DeakinPrime DEDJTR Department of Education and Training Emmersive Infotech Ericsson Fairfax Media Finders University Gallup Generation Knowledge Consulting HR Consulting IAG IMC Insurance Australia Group Latitude Financial Services LLN In-Sight NAB NATA NCC Nous group Office of State Revenue Partners in Performance Presence of IT Primary Health Care Qantas QBE Relationships Australia Rio Tinto Scentia Shine Lawyers Sleddogg Sprout Labs Sydney Water The Australian Institute of Management The Collective Within The eLearning eXperts The University of Sydney Toyota University of Sydney WBC Westpac Woolworths Yarno YourTutor Registrations90+ Lyn Murnane Knowledge Services Design Consultant Bupa Aus & NZ 50+ Organisations 2 Jeevan Joshi Producer & Founder LearningCafe & CapabilityCafé Rob Wilkins Leader – Information Management NSW Department of Education
    3. 3. Thought Leadership Webinar Discussions UnConference Blog Magazine Coffee Catch Ups Capability Building Workshops Community of Professionals with a focus on implementing ideas Building Capability 4
    4. 4. 16 Mar 23 Feb 09 Mar SYD Fusion : Learning + Knowledge + Capability 23 Mar SYD Workshop Practical Application for Learning Design & Devp Facilitated by Scrum Master. Next Gen Skill Has been run for a leadingbank Few seats left Panel of KM +Cap Mgt + Learning Experts Next stage of evolution for L&D Raising the Workforce Digital Capability High Priority for Workforce Panel with Hands On Experience share better practices and challenges Next Gen L&D skill Delivered for a big bank L&D team Hands on with lots case study andtech www.learningcafe.com.au/events http://bit.ly/ccafemar17 Immersive Workshop Agile for Learning Immersive Workshop Content Curation for Learning http://bit.ly/lcwshop1 http://bit.ly/lcwshop1
    5. 5. JEEVAN JOSHI Producer at LearningCafe & CapabilityCafe 5
    6. 6. 6 64% say they build both KM + Learning solutions Only 43% are integrating the functions BUT
    7. 7. 7 93 – 97 % feel there is partial overlap. So why do we have different functions and titles. Different conferences and professions?
    8. 8. 8 L&D & KM folks are excited about Content Curation Microlearning Personalised knowledge etc. Only because Learning & KM have not converged LMS KM Systems LMS + Content Curation + Micro learning + KM +Content Curation + Micro learning + LMS + Content Curation + Micro learning
    9. 9. 9 Business Responsiveness Structured /Formal Slow Fast Unstructured/ Informal Format KM & Learning were different but are fast converging in parallel silos
    10. 10. 10 Business Responsiveness Structured /Formal Slow Fast Unstructured/ Informal Format KM & Learning should combine Better employee experience Reduce inefficiencies and costs/headcount More responsive (L&D strength) and robust (KM strength)
    11. 11. 11 Combination should use the relative strengths of both functions.Business Interface Employee Experience Foundational Framework Measurement Analysis Design Implement Formal Learning Structured Knowledge Informal KM L&D Both
    12. 12. 12 Barriers Siloed across different reporting lines i.e. L&D -> HR KM -> Business/ Ops Legacy technology stacks. KM & Learning vendors are incrementing. Skills/mindsets are very different. L&D is more art, KM is more science KM L&D it is time KM and Learning merge
    13. 13. Current Model of L&D Professional Development 13 Business Partnership Project Management L&D Theory Analysis Design Development Implementation Evaluation Digital Acumen
    14. 14. Professional Development Framework for the Next Gen L&D - Where do I start? 14 Business Partnership Project Management L&D Theory Analysis Design Development Implementation Evaluation Digital&BusinessAcumen ConsultingApproach KnowledgeManagement Agile&DesignThinking Emerging Tech Industry Knowledge Start Up/ Entrepreneurship Workforce/HR Trends Emerging Research in Management Knowledge & Content Highest Priority Lowest Priority Recommended for 2017
    15. 15. If you want more that talk today – Join Ideas@Work ideasatwork.com.au/contact Collaborative explorations in innovative Learning by Australian organisations facilitated by LearningCafe TinCan/xAPIMOOCs
    16. 16. LYN MURNANE Knowledge Services Design Consultant at Bupa Aus & NZ 16
    17. 17. I am not a risk taker! • Knowledge Manager - ≈ 10 years • Training / Learning - ≈ 10 years • Social Media Curator • (once I was an apprentice fitter & turner!) Lyn Murnane Knowledge Services Consultant
    18. 18. 90 seconds of theory http://www.dubberly.com/articles/design-as-learning.html SECI cycle Nonaka, Takeuchi, 1995.
    19. 19. Yin and Yang Explicit Tacit Knowledge / Seeking / Pull Lyn Murnane
    20. 20. An alternative metaphor http://ohnotheydidnt.livejournal.com%2F42269065.html&ei=A4fZVMe- IaO8mgXN4oCQBw&bvm=bv.85464276,d.dGY&psig=AFQjCNGaQOufzyxH9cwLc3lPgLasIWkDTg&ust=142362827101 9354 Learning is the skeleton KM is the muscle
    21. 21. Some data • The average office worker spends 28 hours a week – or nearly 1500 hours a year - writing emails, searching for information and attempting to "collaborate" internally, according to a new report. • A 2012 global report by McKinsey Global Institute, the research arm of management consultancy McKinsey & Company, argues wide adoption of social media technologies by businesses could cut down some of the time-wasting involved in emailing and improve worker productivity by 20 to 25 per cent. • http://www.smh.com.au/it-pro/business-it/workers-spend-61-per-cent-of-their-day-lost-in-email-and-information- 20120730-23957.html • 19.8 per cent of business time – the equivalent of one day per working week – is wasted by employees searching for information to do their job effectively, according to research released today by Interact. • http://www.it-analysis.com/services/outsourcing/news_release.php?rel=38149 • And sometimes I do remember to reference!
    22. 22. Example 1 • Training – new starters • $12.5Keach / 30% turnover • Staff Help Desks • 20,000 calls to 2 helpdesks. • Staff – 12 pp • Call Handling Time ↑ • Ex Gratia Payments • Learning Costs • Content updates are often big projects that are undertaken only when budgets and / or projects allow • (this is my experience!) • Knowledge Services • Managed content that is intended to be audited, up to date, credible, trusted • Reduce need for staff help desks as information is findable / available • Reduced staff costs ( 6 pp) • All Handling Time - The Pilot Program statistics demonstrated a reduction of 6.3% in Call Handling Time. • Feedback actioned • Transparency • User buy in
    23. 23. Example 2 • Global Organisation • 28 countries • Training provided to SMEs in each country • (was F2F) • KB sold as matching tool • Confused about how / why • Visibility of content • Issues with accessibility & control of information • Search • How to return relevant results from so much content • Navigation • Where to find the content http://www.marksanborn.com/wp-content/uploads/2014/01/challenge.jpg
    24. 24. Credit: Peshkova/Shutterstock
    25. 25. ROB WILKINS Leader – Information Management at NSW Department of Education. 25
    26. 26. Structured Unstructured Active Flexible Conscious Just-in-time On-demand Pushed Planned Rigid Mandated Passive Pulled Unplanned Support Just-enough Self-service Unconscious Unsolicited Instinctive Innate Contextual EngineeredFormal Learning: Structured and Un-structured Collaborative
    27. 27. Structured Unstructured Active Flexible Conscious Just-in-time On-demand Pushed Planned Rigid Mandated Passive Pulled Unplanned Support Just-enough Self-service Unconscious Unsolicited Instinctive Innate Contextual EngineeredFormal Learning: Structured and Un-structured Collaborative
    28. 28. Knowledge Management: Is becoming even more collaborative
    29. 29. That is why the connectedness of individuals is the facilitation of the future..... “Instead of the individual having to evaluate and process every bit of information, she/he creates a personal network of trusted nodes: people and content, enhanced by technology. The act of knowledge is offloaded onto the network itself.” George Siemens, Knowing Knowledge
    30. 30. Stop calling it learning ..... Today’s knowledge work environment screams out for a never-ending process of applying learning while working, not apart from it, predicated on: • learning what you need to know, when you need to know it • reinforcing the lesson by applying that knowledge immediately • knowing where to find relevant information in lieu of memorizing it • learning from your peers and on your own rather than from instructors following a set curriculum.
    31. 31. Information Behaviour isn't changing… it is merely accelerated
    32. 32. Training Needed?
    33. 33. LET US TALK TO THE PANEL AND YOU 33
    34. 34. www.learningcafe.com.au lrncafe http://bit.ly/lcafefb blogs learning conversations free resources workshops UnConference 2016 Sydney Melbourne Webinar recording, ebooks, L&D frameworks Building Effective Employee Social Networks 34 Ideas@work Collaborations
    35. 35. Next Steps Join Special Interest Community Attend Workshops Attend UnConference Melbourne Brisbane LearningCafe LinkedIn Subgroup Register interest www.learningcafe.com.au Register interest www.learningcafe.com.au Or send us an email - enquiry@learningcafe.com.au 35

    Editor's Notes

  • Nonaka postulates four modes of “knowledge conversion that are created when tacit and explicit knowledge interact.”

    Socialization (tacit to tacit) “is the process of converting new tacit knowledge through shared experiences in day-to-day social interaction.”

    Externalization (tacit to explicit) is a process whereby “tacit knowledge is articulated into explicit knowledge…so that it can be shared by others to become the basis of new knowledge.”

    Combination (explicit to explicit) is a process whereby “explicit knowledge is collected from inside or outside the organization and then combined, edited, or processed to form more complex and systematic explicit knowledge…The new explicit knowledge is then disseminated among the members of the organization.”

    Internalization (explicit to tacit) is a process whereby “explicit knowledge created and shared throughout an organization is then converted into tacit knowledge by individuals…This stage can be understood as praxis, where knowledge is applied and used in practical situations and becomes the base for new routines.”

  • Credence to the fact that learning is not always sufficient
  • Lessons Learnt - self-paced workbook didn’t work well for call centre / retail environment
  • This is a good example of how KM is not perfect
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