The document discusses the problem of knowledge loss when experienced employees leave an organization. It notes that typical knowledge retention processes are insufficient, capturing only a small fraction of what employees know and ignoring important social relationships. The document proposes that social intranet software can help address these issues by providing multiple ways to search and navigate previously captured content, enabling easier user-generated content creation and feedback, and giving social context to content and better visibility of employee relationships. This social intranet approach aims to more fully capture both technical and organizational knowledge as it exists in natural work flows and social networks.

1. Gordon Ross Vice President ThoughtFarmer April 4, 2011 – Legallit - Montreal

3. Is Knowledge Loss really an issue? # 1

4. 35.7 % #

5. Source: Bureau of Labor Statistics

6. Source: Bureau of Labor Statistics

7. Source: Bureau of Labor Statistics

8. Source: Bureau of Labor Statistics

9. Source: Bureau of Labor Statistics

10. Source: Bureau of Labor Statistics

11. Source: Bureau of Labor Statistics

12. Image source: danorbit on Flickr. Licensed under Creative Commons. Gen Y

13. Image source: Squid! on Flickr. Licensed under Creative Commons. 77 million baby boomers

16. You lose what they know (technical knowledge)

17. You lose who they know (organizational knowledge)

18. Image source: virtualpilot88 on Flickr. Licensed under Creative Commons. # Mid-1990s: After Delta layoffs, cost-per-seat mile increased

19. Knowledge Loss: Problems & Solutions # 2

20. Typical knowledge retention process: # Put key files in directory Write summary reports Exit interviews

21. Problem #1 # Just because it’s been captured doesn’t mean it will ever be found.

22. Intranet 2.0 Survey: # Does your intranet search usually help you find what you’re looking for? Yes No 85% 15%

23. Social Intranet Software Solution # Provide multiple methods of navigation.

24. Navigation

25. Search

26. Faceted Search

27. Tags (related content)

28. Tags (related content)

29. Activity Stream (time-based)

30. Activity Stream (time-based)

31. Problem #2 # Typical knowledge retention process captures a small fragment of what is actually known

32. # “ We always know more than we can say, and we always say more than we can write down.” Dave Snowden, Founder & Chief Scientific Officer, Cognitive Edge

33. Image source: Learning, Working & Playing in the Digital Age, John Seely Brown

34. Social Intranet Software Solution # Remove roadblocks to content creation.

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40. # Blogs

41. # Comments

42. Social Intranet Software Solution # Work in the flow – not above it.

43. Does this look familiar?

44. Agenda on the intranet

45. Email a link!

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51. Problem #3 # Typical knowledge retention process ignores network of relationships critical to getting work done.

52. # “ Linking and connecting people is more important than storing their artifacts.” Dave Snowden, Founder & Chief Scientific Officer, Cognitive Edge

53. Social Intranet Software Solution # Provide a brilliant people directory.

58. Social Intranet Software Solution # Add social context to content.

59. #

60. Intranet 2.0 Survey: # Can you see who is adding and editing pages on your intranet? Sometimes Never 48% 26% 26% Almost always

61. #

65. Summary # Problem Social Intranet Software Solution Can’t find captured knowledge  Multiple ways to search & navigate Captured knowledge is partial  Capture more by removing roadblocks  Capture knowledge in-the-flow Relationships ignored, invisible  Wrap content in social context  Good people finder

66. How do I deploy Social Intranet Software? #

67. # “ Disciplined use of enabling technology is what makes such technology effective.” Retaining Today's Knowledge for Tomorrow's Workforce , APQC, March 2008

68. 35.7 % #

69. Thank You # Find us online: www.thoughtfarmer.com Twitter: @thoughtfarmer @gordonr