KMRM "Using Enterprise 2.0 in Knowledge Management" presentation outline notes to accompany the slideshare power point upload. Presentation given at the KPM Symposium, Aug. 12 and 13, 2009, at the University of Oklahoma Tulsa Campus; sponsored by kipanet.org.

1.
“Using Enterprise 2.0 in KM”
Make it Real. (Out of KM 1.0 theory and into an everyday business setting.)
Take it Home. (Links to resources on the KMRM website.)
2009 KPM Symposium Presentation Outline:
I. Introduction to WEB 2.0:
a. Question audience: “What is your understanding of 2.0; BOK is using it in their
Free Checking 2.0 ad campaign.”
b. KMRM answer: “Original purpose of “?.0” was to indicate program and software
updates. Web 2.0 is not an update to the web, it’s an update in understanding of
the new way the web works and new ways you can use it. It makes the web
collaborative, i.e. something to embrace instead of something that imposes
information.
c. Web 2.0 thinking began in 2004 by Tim O’Reilly of O’Reilly Media, Inc. at the
Web 2.0 conference. Internet was evolving. Article is referenced on the KMRM
website blog posting for the KPM Symposium.
i. Web is changing from static to dynamic web pages; less like reading a
brochure; now users have more interaction with the platform.
ii. Enterprise 2.0 (E2.0) takes tools of Web 2.0 and concepts of KM into
everyday business; new tools make collaboration easier and less imposed
or outside of everyday work.
iii. E2.0 term coined in 2006 by Andrew McAfee, Assoc. Professor at Harvard
Business School.
d. Briefly go over outline of the balance of the presentation so they know what to
expect:
i. Is KM dead?
ii. A modern‐day “tale” case study
iii. Social computing
iv. Ideas to Make it Real. Take it Home
v. Questions, brainstorming, collaboration
SEGUE: In the spirit 2.0: let’s turn this into a collaborative discussion.

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II. Is KM dead? (We pondered this while preparing for this presentation. Snowden &
Prusak interview suggest KM is in transformation; being re‐thought; and returning
to the “real” KM.) Video is referenced on the KMRM website blog posting for the
KPM Symposium.
a. Question audience: “Is KM dead? Yes or No?”
b. KMRM answer: If yes, why are you here? If no, why is this being questioned by
KM leaders around the world?
c. Question audience: “How many can articulate what “KM” is to clients or peers?
d. KMRM answer: “If selling the concept of KM, we ought to be able to articulate
what it is.”
i. Traditional KM (or KM 1.0)
1. Heavy focus on TECHNOLOGY: traditional knowledge capture
tools are used, including content management systems, ERP
systems, taxonomies, groupware, server files, directories; basically
volumes of unused vaults of information. Often these systems were
imposed and they may or may not be used. Perhaps why KM is
dying?!?
a. KM 1.0 didn’t care
b. KM 1.0 doesn’t work because knowledge is NOT
transferable
2. The real KM is PEOPLE, process and technology. In KM 1.0 the
human element was almost always missing.
ii. Enterprise 2.0 can help better explain & accomplish KM. It allows your
organization to embrace it; it provides a collision of abstract theory with
everyday business. We’re giving you a way to “Make it Real. Take it
Home.”
e. TECHNOLOGY. KM 1.0 is no longer practical in the 21st Century because it’s no
longer about storing knowledge, but about knowledge just in time.
f. PEOPLE. Web 2.0 enters the business world; beginnings of Enterprise 2.0 SEGUE:
How we used INNOVATIVE solution for our client.
III. A modern‐day “tale” case study:
a. Story
i. Client request = KM 1.0 to document processes. They thought they knew
what they wanted, They started with a business problem. Ultimately, we
found the solution using a Web 2.0 tool and involved employees to enable
processes to become dynamic.
1. The client “thought” they were being innovative with KM 1.0
techniques by documenting intangible knowledge into tangible
knowledge by way of static documented business processes, e.g.
printed notebooks and digital copy on internal server.
KMRM.com • P.O. Box 33055 • Tulsa, OK 74153 • Michelle Farabough, 918‐633‐0825 • Ken Lewis, 918‐691‐1154

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2. Information would have only been accessible IF someone could
find the information while they were at work. Updating the
information seemed unlikely.
ii. TECHNOLOGY. We proposed a Web 2.0 technology (wiki); client was
reluctant
iii. PEOPLE. Segue to specifics of social computing and E2.0… from data‐
centric to people‐driven applications, e.g. how people use data
b. Culture 1.0
i. The vice president (VP) of solutions didn’t think he needed to embrace
the wiki because he believed his department was already transparent and
adequately sharing information. However, for example, the VP of
engineering needed costing information not already made available. The
VP of solutions said, “Tell me which information you want us to make
accessible, to which the VP of engineering said “I don’t know what I need
until I need it and by then I don’t want to have to wait for it.”
ii. TECHNOLOGY. This was the beginning of the bridge to E2.0 and use of
Web 2.0 technologies into the daily work‐life. We encouraged the use of
the wiki for project management, meeting agendas, project kick‐off notes,
materials delivery updates, scheduling milestones, etc…
iii. PROCESS/ORGANIZATION. Important to make E2.0 part of everyday!
1. Example: Worker in shop created an engineering solution that
otherwise wouldn’t have happened if the communication of
information was via email or meeting or standard 1.0 ways of
doing business instead of on the wiki. The traditional hierarchy
dictates that the shop worker doesn’t need to know the
information.
iv. PEOPLE. Emotional intelligence and improved organizational culture is
crucial for success in getting the PEOPLE element into the process. We
interviewed key managers, as well as shop workers, and ultimately found
a solution from talking with a large sample of all employees.
IV. E2.0, i.e. “Social Computing,” i.e. introducing a new business culture
a. Question audience: “What IS social computing? What “could” have happened
using all Web 2.0 technology available? What “could” have happened if the
TECHNOLOGY tools were used alone, without personal buy in?”
b. KMRM answer: “Now “PEOPLE” are part of it! That allows a culture change in the
way we do things (PROCESS/ORGANIZATION)
i. Make social computing part of daily work‐life.
ii. Sharing knowledge becomes an added effect/benefit of work.
iii. E2.0 allows not just information, but info in context. “While we’re doing
our project, we leave footprints in the system…” With Web 2.0 tools we
can do this with wiki comments boxes, meeting agenda note pages,
KMRM.com • P.O. Box 33055 • Tulsa, OK 74153 • Michelle Farabough, 918‐633‐0825 • Ken Lewis, 918‐691‐1154

4. KMRM Consulting, LLC presentation for 2009 KPM Symposium “Using Enterprise 2.0 in Knowledge Management” 4
reference links, etc. Info in context – knowledge; now knowledge can be
used and reused; new knowledge can be created: “INNOVATION!”
c. Must be innovative to survive; offer quote from AMEX CEO
i. Briefly explain the difference between traditional processes and rainy day
processes that can be developed collaboratively on a wiki platform.
d. TECHNOLOGY. hammer/wrench tool story
e. PEOPLE. Social computing offers a platform for organizations to become more
healthy
i. Sharing of information is now peer monitored, not hierarchical; this equal
give and take encourages employees to feel free to share information.
ii. Mention the Learning Organization ten step theory: a feeling of safety
required; there is a need for a new culture of openness.
iii. Imposed vs. embrace; scary to give people freedom; traditional IT issues
1. Structured vs. open environment. Wiki front‐page design was
customized for employee needs and wants, e.g. weather link,
dictionary link. Wiki became the company’s intranet.
2. There was resistance. Top management was concerned about the
personalized “facebook”‐type employee pages, fearing the wiki
would become a play toy.
3. Tell mom and corporate blogging story.
f. Show a way to use the variety of Web 2.0 tools for project management.
i. Wiki
ii. Blog
iii. Microblog
iv. Forum
v. RSS
V. How can YOU Make it Real. Take it Home?
a. “The right culture is a GOAL, not a pre‐condition”
b. Culture will make a difference. Your own company must determine level of
access, transparency, etc… for now
c. Enterprise 2.0 OFFERS an opportunity for cultural change as issues arise in
integrating new technologies
i. Start small (one agile project) and think big (E2.0 creates a knowledge
infrastructure)
ii. Offer steps to adopt E2.0
1. Carefully identify business goals best solved with E2.0
2. Define workers and projects for each goal.
3. Select the correct tools and integrate them: wikis, communities,
tagging, blogging, social bookmarking, social profiles, micro‐
blogging, status updates.
4. Announce proper guidelines and best practices, i.e. agreed‐upon
ways to use the tools, e.g. twitter’s 140 characters or less
KMRM.com • P.O. Box 33055 • Tulsa, OK 74153 • Michelle Farabough, 918‐633‐0825 • Ken Lewis, 918‐691‐1154

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5. Identify obstacles.
6. Identify desired cultural change.
iii. Offer advantages and benefits of adopting E2.0
1. Attain organizational agility
2. Accelerate employee engagement and raise productivity even as
resources become scarce
3. Develop trusted relationships and open the door to mentoring and
knowledge sharing
4. Connect people to the content and processes they need to get their
job done
5. Create and protect corporate knowledge
6. Manage human capital and improve organizational culture
VI. Questions, brainstorming, collaboration
a. What can we do for you?
b. Information and resources are available on the KMRM website in a blog post
entitled “Innovation!”
Resources:
1. Euan Semple videos used in KPM Symposium presentation:
http://www.guruonline.tv/business‐social‐media
2. KMRM case study: http://kmrm.com/case‐study
3. Enterprise 2.0 Conference: http://www.e2conf.com/sanfrancisco/
4. Tim O’Reilly on Web 2.0: http://oreilly.com/web2/archive/what‐is‐web‐20.html
5. Snowden & Prusak interview “Is KM Dead?”: http://blip.tv/file/1048981/
6. Twitter 101 for businesses: http://business.twitter.com/twitter101/
7. 12 Rules for Bringing Social to your Business:
http://socialcomputingjournal.com/viewcolumn.cfm?colid=833
8. Using Web 2.0 to Reinvent your Business for the Economic Downturn:
http://blogs.zdnet.com/Hinchcliffe/?p=223
9. 10 Aspects of Web 2.0 every CIO should know:
http://web2.socialcomputingjournal.com/ten_aspects_of_web_20_strategy_that_every_
cto_and_cio_shoul.htm
10. 10 Top Issues in Adopting Enterprise Social Computing:
http://bx.businessweek.com/enterprise‐
20/view?url=http%3A%2F%2Fblogs.zdnet.com%2FHinchcliffe%2F%3Fp%3D581
KMRM.com • P.O. Box 33055 • Tulsa, OK 74153 • Michelle Farabough, 918‐633‐0825 • Ken Lewis, 918‐691‐1154