The document outlines a framework for knowledge services aimed at enhancing the management and transfer of scientific knowledge within organizations serving Canadians. It emphasizes the importance of integrating knowledge management into the core operations of science and technology (s&t) organizations to address complex societal needs and promote Canadian natural resource outcomes. The framework proposes strategic questions and recommendations for implementing effective knowledge service strategies in s&t organizations.

1. Knowledge Services: Mobilizing Scientific Knowledge to Serve Canadians Albert Simard

2. A Tale of Two Cities 5 cases 44 deaths 350 cases Vancouver BC Toronto ON Knowledge Services

3. Outline Three important ideas Knowledge services framework Three strategic questions Purpose: Endorsement of a service framework for managing organizational knowledge Outline :

4. Three Important Ideas Knowledge Management: (How) Preserve, share, and integrate knowledge Knowledge Organization (What) Create, manage, and use knowledge to achieve goals, learn, and adapt Knowledge Services (Why) Use and transfer knowledge to achieve sector outcomes and results for Canadians Ideas

5. What is Knowledge management? Ideas

6. Why manage knowledge? Creating and using knowledge are key to S&T organization’s core business. Majority of S&T organization budget is used to create knowledge. Knowledge and expertise are S&T organization’s most valuable core assets. Balancing productivity and sustainability is complex; integrated solutions are essential. Ideas

7. What is a knowledge organization? Ideas External Knowledge Share Internal Knowledge Manage Create Nature, Society Use Integrate Preserve Lost Knowledge

8. Why become a knowledge organization? Knowledge Economy Diverse Workforce Information Society Sustainable Development Finite Resources International Partnerships Globalization Accelerating Change Life- Long Learning Complex Technologies Citizen Engagement Safety & Security Ideas

9. What is a knowledge service framework? Ideas 1. 2. 3. 4. 5. 6. 7. 8. 9. Use Internally Use Professionally Use Personally Generate Transform Add Value Transfer Evaluate Manage Extract Advance Embed Legend Organization Sector / Society

10. Why use a knowledge service framework ? Horizontal rather than vertical processes Integrates science, policy, and programs Supports organizational mandate and business Promotes Canadian natural resource outcomes Emphasizes benefits for clients and Canadians Ideas

11. Knowledge Services Services Direction Plans Operations Positions Coordination Accomplishments Answers Advice Teaching Facilitation Support Laboratory Database Scientific article Technical report Outreach material Geospatial products Statistical products Standards Policies Regulations Systems Devices Objects Data Information Knowledge Wisdom Share Solutions Provide Services Develop Products Create Content

12. Knowledge Services System Services Indirect Outputs Natural Resources Sector Outcomes Canadians Intelligence NRCan Mandate Body of Knowledge (Knowledge cycle) Direct Outputs Evaluators Recommendations Benefits (tertiary) (secondary) (primary) Knowledge

13. Service Framework -Position Services Knowledge Services Model Service Framework Management Plans Programs Content Strategy Business Mandate Business Model Establishment Direction Priorities Organization (implement) People (culture change) Process (inventories) Technology (systems) DM / IM / KM / RM / Lib. / Coll. Recommendations Direction Coordination Reports

14. Three Strategic Questions Should S&T organizations use a supply or demand approach to knowledge markets? How do information laws and policies impact S&T organizations? What is the most appropriate service delivery strategy for S&T organizations? Strategy

15. Approach to Knowledge Markets Supply Integrate different types of content Measure system performance Improve system productivity Demand Trend analysis of market wants & needs Adapt outputs to market wants & needs Evolve capacity to reflect shifting markets

16. Legal & Policy Impacts Government of Canada Mandate Information Rights Information Policies Content Strategy Business Management Plans Programs Service Framework Service Vision

17. Service Delivery Strategy Rich Reach Provide Advertise Explain Promote Support Intervene Interaction All Many Some Few Few One Audience Size Forms Self-help Consultation Specification Paper Conversation Transfer All residents Canadians Practitioner Intermediary Knowledge Other service Service Destination Fool-proof Popular Professional Complicated Conceptual Complex Content Difficulty

18. Recommendations Implementing a knowledge-service framework will help S&T organizations participate in the knowledge economy S&T organizations should address the strategic questions identified by the knowledge-service framework S&T organizations should develop a business case for implementing a knowledge-service framework