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Km general-apr2011-smcmenemy

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Introduces some basic knowledge management concepts and how enterprise knowledge management can help an organization

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Km general-apr2011-smcmenemy

  1. 1. Knowledge Management 101<br />Sherry McMenemy<br />
  2. 2. Knowledge management approach<br />Incorporates information management, document management (DMS), content management (CMS), social media, integrated process management, training and social business frameworks<br />Focuses on single sourcing, information sharing, knowledge capture, knowledge sharing, searchability, ease-of-use, proactive awareness and continuous learning<br />Sherry McMenemy 2011<br />2<br />
  3. 3. Data, information and knowledge<br />Data = facts, numbers and snippets without context or purpose<br />Information = data organized with a context or purpose<br />Knowledge = potential or realized capacity to take action<br />Sherry McMenemy 2011<br />
  4. 4. What is knowledge management(KM)?<br />Content: The ability to turn data, information and systems into capacity and intelligence<br />Technology: An evolution of the mechanisms and strategies companies and people use to take action and respond to new situations<br />Sherry McMenemy 2011<br />
  5. 5. Knowledge is…<br />Content<br />Concepts, methodologies<br /> Facts, beliefs, truths & laws<br /> What, how and why<br /> Judgments & expectations, insights<br /> Relationships<br /> Intuition & feelings <br /> Meaning and sense making <br />Technology<br />Frameworks and processes<br />How data and information is organized and managed<br />Repositories<br />Workflows<br />Operations<br />Toolsets<br />Sherry McMenemy 2011<br />5<br />
  6. 6. Maturity model<br />1<br />2<br />3<br />4<br />5<br />Sherry McMenemy 2011<br />
  7. 7. Free range<br />Sherry McMenemy 2011<br />Different groups responsible for different types of information<br />Try to make things work in their own bucket<br />Different departments own different aspects of customer interaction<br />
  8. 8. Why this hurts<br />Hard for information to become knowledge<br />Information management is a cost in time, money, job satisfaction<br />Learning opportunities missed<br />Capacity to take actionis compromised<br />Customer experiencesuffers<br />Sherry McMenemy 2011<br />
  9. 9. KM goals<br />Content<br />Technology<br />Data & information  knowledge<br />Individuals   groups<br />Knowledge culture<br />Take action effectively<br />Frameworks that help<br />Appropriate & integrated toolsets<br />Streamlined processes<br />Shared activities<br />Sherry McMenemy 2011<br />
  10. 10. Need a new model<br />Integrated view of doing what you do<br />People-centric<br />Flexible, responsive, iterative<br />Focused on tasks and business goals<br />Multi-source content<br />Less about templates, more about content<br />Sherry McMenemy 2011<br />
  11. 11. Example: internal content<br />Sherry McMenemy 2011<br />Wiki posts, IM, code snippets, forums<br />REVIEWcontent editing in place<br />Intranet, search keywords, blog post<br />REVIEWtesting, edits & sign-off<br />Web content, tech articles, guides, internal docs<br />Informal<br />Formal<br /><ul><li>Content guidelines
  12. 12. Document when, where and whom</li></li></ul><li>KM disciplines<br />Content management<br />Document management<br />Collaboration & community management<br />Information architecture<br />User interaction design<br />Process management<br />Communications<br />Intranet management<br />Terminology management<br />Taxonomy<br />Data mining<br />Information mapping <br />Learning management<br />Service transition<br />Social business & support management<br />Sherry McMenemy 2011<br />
  13. 13. Toolset<br />Intranet & extranet<br />Knowledgebases<br />Search, metadata, tagging<br />CMS, DMS, CRM, WCMS, KCS…<br />Wiki, forums, blogs<br />Social media (Twitter, FB, LI…)<br />Scripting & automated workflows<br />Multimedia <br />RSS, content gathering tools<br />Specialty tools (ticket, project & contact management…)<br />Sherry McMenemy 2011<br />
  14. 14. Knowledge Mgr toolset<br />Surveys, interviews<br />Usage reports (web, tools)<br />Search results and search reports<br />Feedback<br />Community health stats<br />Use cases<br />Steering committees<br />Information maps<br />Process maps<br />System maps<br />Sherry McMenemy 2011<br />
  15. 15. You are here<br />Enterprise 2.0, Social Communications…<br />Sherry McMenemy 2011<br />
  16. 16. Social business<br />Strategy: make organizations more adaptable & responsive, increase revenues, reduce costs<br />Tactics: <br />Process: when socialized, is interactive and iterative<br />Community management: to ensure productivity<br />Technology: the tools in the toolbox<br />Community Roundtable Report, 2011<br />Sherry McMenemy 2011<br />
  17. 17. More “human”<br />Crowd sourcing<br />Clear hot topics – the 20% that matters<br />Better content<br />Fast turnaround<br />Crowd-sourced translation<br />Save $$<br />Storytelling<br />Easier to demonstrate value and make an impression<br />Day in the life<br />Before & after<br />Learning through example<br />Gain knowledge<br />Sherry McMenemy 2011<br />
  18. 18. Measure useful things<br />What (specific) content is being used? By whom? Why? What else are they using? Why? | What are the top search terms? Top terms that don’t have search matches? How much time is spent searching for stuff each week? What are people trying to DO based on these terms? | How long does it take to get content out on a hot issue? What’s the correlation between content and support tickets? | How many different people participate? Who are the top participants? | How often are conversations taking place per day? What are the patterns over time? What should you do about it? | What should you stop doing? | How many leads did content bring into the sales pipeline this month? | What’s the support diversion rate? | Do customers prefer OUR products?<br />Sherry McMenemy 2011<br />

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