The document discusses the "Silver Bullet Paradox" in knowledge management. It describes how many organizations try to implement knowledge management solutions by starting with technology instead of focusing first on people and processes. This often leads to solutions that only achieve limited penetration. The presentation outlines an alternative approach that involves using human-centered design to understand user needs, designing solutions around those needs, and creating conditions for successful change. It emphasizes starting with discovery, iterative design and validation with users to develop purpose-built solutions that people will adopt.

1. The “Silver Bullet” Paradox
Knowledge Management Showcase | Arlington, VA | 5 March 2020
Alice (AC) Carpenter-Pierce

2. Overview
• Introduction
• What is the Silver Bullet Paradox?
• What can you do about it?
• Discussion

3. The Silver Bullet Paradox — 05 March 2020 3
Arriving Exercise
• 4 seconds for
each segment
• 4 rounds
• In each round,
tense and relax
shoulders

4. The Silver Bullet Paradox — 05 March 2020 4
Convening Exercise
• When I say “Go” …
• Place hands like the Y in the YMCA dance
• Lean your head back
• Perform your best fake laugh

5. • Introduction
• What is the Silver Bullet Paradox?
• What can you do about it?
• Discussion

6. The Silver Bullet Paradox — 05 March 2020 6
What’s my story?
• Background in IT, software development
and digital transformation
• Thrive at the intersection of
organizations and technology
• Member of ODKM Cohort 23 graduating
in May

7. The Silver Bullet Paradox — 05 March 2020 7
What’s this ODKM thing?
• Cohort-based, executive format
master's program in George Mason
University’s Schar School
• Signatures:
• Strong theoretical base
• Examining assumptions and paradigms
• Fractal laboratory – self, group, class,
organization

8. • Introduction
• What is the Silver Bullet Paradox?
• What can you do about it?
• Discussion

9. The Silver Bullet Paradox — 05 March 2020 9
What is the Silver Bullet Paradox?

10. The Silver Bullet Paradox — 05 March 2020 10
What is the Silver Bullet Paradox?

11. The Silver Bullet Paradox — 05 March 2020 11
The KM framework:
Milton & Lambe (2016)
• People
• Process
• Technology
• Governance

12. The Silver Bullet Paradox — 05 March 2020 12
Five phases of the recommended KM implementation
approach:
Strategy Planning
Testing &
Piloting
Roll-out Operation
Milton & Lambe (2016)
Where many organizations start
“…reaches 10-20 percent
penetration then grows no
further” (p. 21).

13. • Introduction
• What is the Silver Bullet Paradox?
• What can you do about it?
• Discussion

14. The Silver Bullet Paradox — 05 March 2020 14
Human-Centered Design
• “Starts with the people you’re
designing for and ends with new
solutions that are purpose-built to
suit their needs”
• Think in verbs, not nouns
designthinking.ideo.com

15. The Silver Bullet Paradox — 05 March 2020 15
Managing Resistance to Change
• Understand and respect potential
resistance throughout the change process
• It’s all data!
• Prediction, Understanding, Control and
Compassion (Pfeffer & Sutton, 1999)

16. The Silver Bullet Paradox — 05 March 2020 16
An Agile Mindset Drives Behavior
• Focus on the most important work
in short timeframes
• Create simple but complete
solutions around customer needs
• Deliver often and refine with
customer feedback
• The best data comes from face-
to-face interactions
Read my recent LinkedIn article:

17. The Silver Bullet Paradox — 05 March 2020 17
1. Reverse-engineer the How to find the Why
2. Design a solution around people’s needs
3. Create the conditions for successful change

18. The Silver Bullet Paradox — 05 March 2020 18
1. Reverse-engineer the How to find the Why
• Perform discovery interviews with decision-makers
| Facilitate a discussion with everyone in the same room
• Don’t actually ask “why”
| Unpack the Why with “what” questions
• Leverage your outsider status
| For my own edification, what about this tool stood out to you?

19. The Silver Bullet Paradox — 05 March 2020 19
2. Design a solution around people’s needs
• Use what was uncovered from discovery as a guide
| Identify potential stakeholders and desired outcomes
• Understand what problem needs to be solved
| Talk with people about their goals, complaints, fears and ideas
• Translate needs into requirements
| What does the system need to do to meet the user’s needs?
• Validate with users, incorporate feedback and repeat!
| Iterate through this process as many times as needed

20. The Silver Bullet Paradox — 05 March 2020 20
3. Create the conditions for successful change
• Use Step 1 and Step 2 as foundation of change effort
| Transforms from “What’s in it for me” to “This was made for me”
• Coach users and teams to implement solutions
| Transforms from “This was made for me” to “I made this for myself”
• Encourage incremental and continuous improvement
| Equips the team with a mindset to adapt to change

21. • Introduction
• What is the Silver Bullet Paradox?
• What can you do about it?
• Discussion

22. The Silver Bullet Paradox — 05 March 2020 22
1-2-4-All Discussion Exercise
Questions:
• What Silver Bullets have you encountered at work?
• How might you apply this model to salvage it?
Individual 1 min
Pair 2 min
Group of Four or Table 4 min
Everyone 5 min +
1
2
4
All

23. Email me at acarpe2@gmu.edu
Connect with me at www.linkedin.com/in/alicecarpenter