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Can Enterprise 2.0
Break the Knowledge
Management Cultural
      Barrier?
           Carl Frappaolo
     Information Architected, Inc.
NO
What is
Culture?
Knowledge Management
                         • Which factors are critical for my business that
                           can be addressed by Knowledge Management?
                         • Which knowledge adds the most value?
                         • What are the highest priority initiatives?


• How do you create a
  culture for sharing and learning?       Bus.                                Strategy
                                                                      • What tools are currently in
                                          Strategy                      place?
• Which people need to be
  empowered to contribute                                             • What tools are needed to
  And leverage knowledge? People/                                       enable the environment?
                               Culture                  Technology
•Are priorities aligned with                                          • How do you fill the gap?
  measurements?



                                              Process
                          • Are the right processes in place to
                                          ©




                            - disseminate, share and apply knowledge to
                            - capture, refine and create knowledge                21

                             - deliver business value?
Culture  Reflects
                   Strategy

 or Blinds it
Culture    Drives
                    Process


or Circumvents it
Culture    Leverages
                 Technology


or Sabotages it
The Yin and Yang of Culture & Technology
!"#$%&'()
                                                                                         *+$$,)-./%/'()
 !"$%.(")#0)1')    2.'34%,)1')         )
                                 5'%6)1'               )
                                            78#%9&:;')1'            )
                                                           54#34%,)1'               )
                                                                        !"$%.(")#0)<'   -=&'.('()1'  )
                                                                          &"#$



                                     !"%$



            !"#$




                                                                                  Source: AIIM
Islands
of
Me
– Culture

   •   Protectionism
   •   Functional
Isolation
   •   Hierarchical
management
   •   Tall
and
thick
(multiple)
walls
   •   Competition
seen
only
externally
         – TTM
(time
to
market)
long
shelf
life
– Technology

   • Siloed
repositories
   • Standalone
applications
   • Manual
integration‐reentry



         7
One‐way
Me/
Enterprise
1.0
– Culture

   •   One‐way
push‐based
sharing
   •   As
Needed
Knowledge
Seeking
   •   Closed
communities/Earned
Trust
   •   Structured
Teams
   •   Network
Management
   •   Semi‐permeable
Functional
Walls
– Technology

   • Shared
yet
siloed
repositories
   • Communication‐focused
Channels
   • Standalone
workflow

        8
Team
Me
– Culture

   •   Team
focused
   •   Shared
repositories
   •   Knowledge
Seekers
   •   Closed
communities/Earned
Trust
   •   Limited
Extended
Enterprise
   •   Cross‐Team
Collaboration
         – Predominately
internally
focused
         – KM
Best
Practice
   • Internal
Cannibalization
– Technology

   • Intranets
&
Extranets
   • Groupware
   • Integrated
work
models
(EAI)

        9
Proactive
Me/
Enterprise
1.5
– Culture

   •   Push/Pull
24/7
   •   Extended
Enterprise
   •   Modular
Work
Sharing
   •   Semi‐automatic
collaboration
– Technology

   •   Dynamic/Personalized
Web
   •   Agents
   •   Portals/Dashboards
   •   Vortals
and
B2B
Marketplaces

         10
Two‐way
Me
– Culture
   • Proactive
Community
Building
   • COPs/COIs
   • Knowledge
Management
         – Driven
from
the
top
   • Collective
Intelligence

         – Brute
force,
no
emergence
   • Strategic
Collaboration
   • Semi‐Transparent
– Technology
   •   Early
Open
Source
   •   SOA/Strategic
Portal
Deployments
   •   Social
Networking
   •   Information
Architecture/
       Taxonomies
  11
Islands
of
We
– Cultural
Inclination
       •   “Socialness”
is
a
major
asset
       •   Profiling/Core
Competency
       •   Virtual
Teaming
       •   B2C
Focus
       •   Cost‐driven
Outsourcing
       •   Semi‐Mass
customization
– Supportive
Technologies
       • Strategic
use
of
social,
emergent
and

         integration
software

       • Collaborative
content
development
       • SOA/Modular
Adaptive
Applications


  12
Extended
Me/
Enterprise
2.0
– Cultural
Inclination
   •   Transparency
   •   Participative/Engaged
   •   Always
On/In
   •   Mass
Customization
   •   Agility
   •   Competency‐Driven
Outsourcing
   •   Embedded/Strategic
Collective

       Intelligence
– Supporting
Technologies
   • Strategic
deliberate
internal
deployment

     of
emergent
and
social
software
   • Integration
and
Modular
Programming

          13
?
Worker Models for Enterprise 2.0
         Isolated
                                                                                                     Fully Engaged
         Islands of Me     One-way Me         Team Me    Proactive Me   Two-way Me   Islands of We   Extended Me



                                                                                       2.0
                                                                                       2.0



                                                        1.5
                                                  1.5


                               1.0
                    1.0




               ©
AIIM
|
All
rights
reserved                       8



 © AIIM | All rights reserved                                 6
Knowledge Management
                         • Which factors are critical for my business that
                           can be addressed by Knowledge Management?
                         • Which knowledge adds the most value?
                         • What are the highest priority initiatives?


• How do you create a
  culture for sharing and learning?       Bus.                                Strategy
                                                                      • What tools are currently in
                                          Strategy                      place?
• Which people need to be
  empowered to contribute                                             • What tools are needed to
  And leverage knowledge? People/                                       enable the environment?
                               Culture                  Technology
• Are priorities aligned with                                         • How do you fill the gap?
  measurements?



                                              Process
                          • Are the right processes in place to
                                          ©




                            - disseminate, share and apply knowledge to
                            - capture, refine and create knowledge                21

                             - deliver business value?
A Technology Map to KM
                         Knowledge complexity
             Explicit                             Tacit


Intermediation Social Tagging & Bookmarking, Blogs,       E
               SNA                                        M
                                                          E
Externalization Wikis, Blog, podcasting, RSS              R
                                                          G
Internalization RSS, Mashup, Search/Social Tagging &
                                                          E
                Bookmarking                               N
                                                          C
                 Mashup, RSS, emergence and
     Cognition
                 workflow
                                                          E
How Enterprise 2.0 Makes a Difference
  
Low
barrier
/
ease
of
implementation
  
Web/widely
accessible
  
Emergent/heuristic
  
Lean
  
Low
cost
  
Agile
  
Evolution
not
Revolution
Resistance is Real
                                                      Users
                               Mgmt
           IT                                       Experienced




                                                              ∆4
                           Experienced




                                                                 0
  Experienced
                                                     72%




                                                                     %
                           64%
  49%           Overcame                 Overcame
                                                                  Overcame
                38%                      40%                      32%

   Source: Information Architected and The 2.0 Adoption Council
The Challenge of
     Incentivizing
Knowledge Provider
Able to share the                    Will work
                                        for
                                     Knowledge
knowledge, but has
no incentive to do so


         ?
                                Knowledge Seeker
                         Highly incentivized to
                         exchange knowledge,
         ECM               requires knowledge
                        provider’s cooperation
Can Enterprise 2.0
Break the Knowledge
Management Cultural
      Barrier?
YES
To some
 degree
Assessing Your Apptitude for KM & E2.0
                    Structure

  Technology                              Culture

                +                     +
                              -
Innovation
                      -                      Process
                          -
                                  +
Communication                              Current KM
                                           Practices
                Team Structure
Dos
  &
Don’ts
DOs
•Create a BizTech Vision
•Sell, Promote & Market
•Leverage Needs & Culture
•Nurture & Promote Champions
•Learn From History/Iterate
DON’Ts
•Ignore Resistance
•Focus on IT
•Be Rigid
•Pilots = Solution
•Boil the Ocean
Let’s Get 2.0
    www.informationarchitected.com
    Facebook: Information Architected
    Twitter: @IAI


    cf@informationarchitected.com
    Facebook: Carl Frappaolo
    Twitter: @carlfrappaolo

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Can E2.0 Break Through the KM Cultural Barrier

  • 1. Can Enterprise 2.0 Break the Knowledge Management Cultural Barrier? Carl Frappaolo Information Architected, Inc.
  • 2. NO
  • 4. Knowledge Management • Which factors are critical for my business that can be addressed by Knowledge Management? • Which knowledge adds the most value? • What are the highest priority initiatives? • How do you create a culture for sharing and learning? Bus. Strategy • What tools are currently in Strategy place? • Which people need to be empowered to contribute • What tools are needed to And leverage knowledge? People/ enable the environment? Culture Technology •Are priorities aligned with • How do you fill the gap? measurements? Process • Are the right processes in place to © - disseminate, share and apply knowledge to - capture, refine and create knowledge 21 - deliver business value?
  • 5. Culture Reflects Strategy or Blinds it
  • 6. Culture Drives Process or Circumvents it
  • 7. Culture Leverages Technology or Sabotages it
  • 8. The Yin and Yang of Culture & Technology !"#$%&'() *+$$,)-./%/'() !"$%.(")#0)1') 2.'34%,)1') ) 5'%6)1' ) 78#%9&:;')1' ) 54#34%,)1' ) !"$%.(")#0)<' -=&'.('()1' ) &"#$ !"%$ !"#$ Source: AIIM
  • 9. Islands
of
Me – Culture
 • Protectionism • Functional
Isolation • Hierarchical
management • Tall
and
thick
(multiple)
walls • Competition
seen
only
externally – TTM
(time
to
market)
long
shelf
life – Technology
 • Siloed
repositories • Standalone
applications • Manual
integration‐reentry 7
  • 10. One‐way
Me/ Enterprise
1.0 – Culture
 • One‐way
push‐based
sharing • As
Needed
Knowledge
Seeking • Closed
communities/Earned
Trust • Structured
Teams • Network
Management • Semi‐permeable
Functional
Walls – Technology
 • Shared
yet
siloed
repositories • Communication‐focused
Channels • Standalone
workflow 8
  • 11. Team
Me – Culture
 • Team
focused • Shared
repositories • Knowledge
Seekers • Closed
communities/Earned
Trust • Limited
Extended
Enterprise • Cross‐Team
Collaboration – Predominately
internally
focused – KM
Best
Practice • Internal
Cannibalization – Technology
 • Intranets
&
Extranets • Groupware • Integrated
work
models
(EAI) 9
  • 12. Proactive
Me/ Enterprise
1.5 – Culture
 • Push/Pull
24/7 • Extended
Enterprise • Modular
Work
Sharing • Semi‐automatic
collaboration – Technology
 • Dynamic/Personalized
Web • Agents • Portals/Dashboards • Vortals
and
B2B
Marketplaces 10
  • 13. Two‐way
Me – Culture • Proactive
Community
Building • COPs/COIs • Knowledge
Management – Driven
from
the
top • Collective
Intelligence
 – Brute
force,
no
emergence • Strategic
Collaboration • Semi‐Transparent – Technology • Early
Open
Source • SOA/Strategic
Portal
Deployments • Social
Networking • Information
Architecture/ Taxonomies 11
  • 14. Islands
of
We – Cultural
Inclination • “Socialness”
is
a
major
asset • Profiling/Core
Competency • Virtual
Teaming • B2C
Focus • Cost‐driven
Outsourcing • Semi‐Mass
customization – Supportive
Technologies • Strategic
use
of
social,
emergent
and
 integration
software
 • Collaborative
content
development • SOA/Modular
Adaptive
Applications 12
  • 15. Extended
Me/ Enterprise
2.0 – Cultural
Inclination • Transparency • Participative/Engaged • Always
On/In • Mass
Customization • Agility • Competency‐Driven
Outsourcing • Embedded/Strategic
Collective
 Intelligence – Supporting
Technologies • Strategic
deliberate
internal
deployment
 of
emergent
and
social
software • Integration
and
Modular
Programming 13
  • 16. ? Worker Models for Enterprise 2.0 Isolated Fully Engaged Islands of Me One-way Me Team Me Proactive Me Two-way Me Islands of We Extended Me 2.0 2.0 1.5 1.5 1.0 1.0 ©
AIIM
|
All
rights
reserved 8 © AIIM | All rights reserved 6
  • 17. Knowledge Management • Which factors are critical for my business that can be addressed by Knowledge Management? • Which knowledge adds the most value? • What are the highest priority initiatives? • How do you create a culture for sharing and learning? Bus. Strategy • What tools are currently in Strategy place? • Which people need to be empowered to contribute • What tools are needed to And leverage knowledge? People/ enable the environment? Culture Technology • Are priorities aligned with • How do you fill the gap? measurements? Process • Are the right processes in place to © - disseminate, share and apply knowledge to - capture, refine and create knowledge 21 - deliver business value?
  • 18. A Technology Map to KM Knowledge complexity Explicit Tacit Intermediation Social Tagging & Bookmarking, Blogs, E SNA M E Externalization Wikis, Blog, podcasting, RSS R G Internalization RSS, Mashup, Search/Social Tagging & E Bookmarking N C Mashup, RSS, emergence and Cognition workflow E
  • 19. How Enterprise 2.0 Makes a Difference 
Low
barrier
/
ease
of
implementation 
Web/widely
accessible 
Emergent/heuristic 
Lean 
Low
cost 
Agile 
Evolution
not
Revolution
  • 20. Resistance is Real Users Mgmt IT Experienced ∆4 Experienced 0 Experienced 72% % 64% 49% Overcame Overcame Overcame 38% 40% 32% Source: Information Architected and The 2.0 Adoption Council
  • 21. The Challenge of Incentivizing Knowledge Provider Able to share the Will work for Knowledge knowledge, but has no incentive to do so ? Knowledge Seeker Highly incentivized to exchange knowledge, ECM requires knowledge provider’s cooperation
  • 22. Can Enterprise 2.0 Break the Knowledge Management Cultural Barrier?
  • 23. YES
  • 25. Assessing Your Apptitude for KM & E2.0 Structure Technology Culture + + - Innovation - Process - + Communication Current KM Practices Team Structure
  • 27. DOs •Create a BizTech Vision •Sell, Promote & Market •Leverage Needs & Culture •Nurture & Promote Champions •Learn From History/Iterate
  • 28. DON’Ts •Ignore Resistance •Focus on IT •Be Rigid •Pilots = Solution •Boil the Ocean
  • 29. Let’s Get 2.0 www.informationarchitected.com Facebook: Information Architected Twitter: @IAI cf@informationarchitected.com Facebook: Carl Frappaolo Twitter: @carlfrappaolo