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16 June 2023
Making Knowledge Management Clickable
Ensuring KM is Recognized as a Business Critical Element of Your
Organization
⬢ 25 Years of KM Consulting Experience
⬢ Expert in Knowledge Management Strategy, Design, and
Implementation
⬢ Inc. 5000 Listed CEO Five Years in a Row
⬢ Host of Knowledge Cast Podcast
⬢ Coauthor of Making Knowledge Management Clickable (2022)
ZACH
CEO AND COFOUNDER, ENTERPRISE KNOWLEDGE
WAHL
Knowledge
Management
Defined
KNOWLEDGE MANAGEMENT INVOLVES THE
PEOPLE, CULTURE, PROCESSES, AND ENABLING
TECHNOLOGIES NECESSARY TO CAPTURE,
MANAGE, SHARE, AND FIND INFORMATION.
THE NEW MISSION OF KM IS TO LINK ALL OF AN
ORGANIZATION’S KNOWLEDGE, IN ALL ITS FORMS,
MAKING IT NOT JUST FINDABLE, BUT
UNDERSTANDABLE AND ACTIONABLE.
PEOPLE PROCESS CONTENT CULTURE TECHNOLOGY
⬢ Flow of knowledge
through the organization.
⬢ Knowledge holders and
knowledge consumers.
⬢ Understanding of state
and disposition of
experts.
⬢ Existence and
consistency of processes.
⬢ Awareness of and
adherence to processes.
⬢ Quality of processes.
⬢ State and location of
content.
⬢ Consistency of structure
and architecture.
⬢ Dynamism of content.
⬢ Understanding of usage
(analytics).
⬢ Senior support and
comprehension.
⬢ Willingness to share,
collaborate, and support.
⬢ Maturity of “KM Suite.”
⬢ Integration with and
between systems.
⬢ Usability and user-
centricity.
PROCESS CONTENT CULTURE TECHNOLOGY
Deconstructing KM
Knowledge Management Actions
CREATE
The point at which knowledge
or information is first exposed,
either in written or verbal form.
CAPTURE
The collection of information in
a tool or repository (from tacit to
explicit) so that it can be
managed.
MANAGE
Tools, technologies, and
processes required to secure,
organize, control, and expose
the right information to the right
people.
ENHANCE
Processes to evolve and prime
the information.
FIND
Tools and technologies to
help people find the content
they need, when they need it.
CONNECT
Creating links between
knowledge and information,
between the holders of
knowledge (experts), and
between repositories.
The Value of KM
CONFRONTING
TODAY’S KM
CHALLENGES
WHY KM MATTERS
EXPONENTIAL INCREASES
IN CONTENT AND DATA.
MORE BARRIERS TO
COLLABORATION AND
CONNECTIONS
(ORGANIZATION,
GEOGRAPHIC, ETC.).
PROLIFERATION OF
KNOWLEDGE AND
INFORMATION SYSTEMS.
LESS STRUCTURE, MORE
SOCIAL.
THE GREAT RESIGNATION -
LOWER STAFF RETENTION,
HIGHER LEVELS OF
RETIREMENT.
SUDDEN REMOTE AND
HYBRID WORK.
CONFRONTING
TODAY’S KM
CHALLENGES
SUPPORTING DATA POINTS
TODAY, 80% OF BUSINESS
IS CONDUCTED ON
UNSTRUCTURED
INFORMATION – GARTNER
GROUP
KNOWLEDGE WORKERS
SPEND FROM 15% TO 35%
OF THEIR TIME SEARCHING
FOR INFORMATION – SUE
FELDMAN, IDC
FORTUNE 500 COMPANIES
LOSE ROUGHLY $31.5
BILLION A YEAR BY FAILING
TO SHARE KNOWLEDGE –
PAMELA BABCOCK, HR
MAGAZINE.
UNSTRUCTURED DATA
DOUBLES EVERY THREE
MONTHS – GARTNER
GROUP
EACH DAY IN THE U.S.,
10,000 PEOPLE RETIRE –
SOCIAL SECURITY
ADMINISTRATION
40% OF CORPORATE USERS
REPORTED THEY CAN’T FIND
THE INFORMATION THEY
NEED TO DO THEIR JOBS –
SUE FELDMAN, IDC
KM Outcomes
▪ Improved content findability and
discoverability, and therefore less
time waiting, searching, and
recreating knowledge.
▪ Increased use and reuse of
information.
▪ Decreased knowledge loss.
▪ Improved organizational awareness
and alignment.
▪ Enhanced quality, availability, and
speed of learning.
Business Outcomes
Improved productivity.
Decreased costs and cost avoidance due
to regulatory fines and lawsuits.
Increased employee satisfaction and
retention.
Faster and better up-scaling of
employees.
Improved customer satisfaction and
retention.
Improved delivery and sales.
Increased collaboration and innovation.
Future readiness.
KM by the Numbers – Measurable Return on Investment
Employees spend up to 40% of their time looking for
information, waiting for answers from others,
or recreating information that already existed but they
were unaware.
60% of employees are more likely to stay at a job for 3
years or more if they have a good onboarding
experience. (O.C. Tanner n.d.)
Direct replacement cost as high as 50%-60%
of the employee’s annual salary, with the total
costs associated with turnover ranging from
90% to 200% of annual salary (Allen 2008)
Average training cost of an employee is $1286,
with over 40 hours per year spent on training
by each employee (Training Magazine 2019)
(1%< Time Spent Searching) x (working
hours of 500 employee company) x average
salary ($65,000) = $325,000 saved
50% of training replaced with point of need training x
500 employees = $321,500 saved
60% retention across 100 new hires
x low average replacement costs of
average salary ($65,000) = $1.95M
avoided replacement costs
Step 1
New Employee is
given a task, but is not
sure how to proceed
with it.
Step 2
They spend two
hours searching on
systems X, Y, and Z.
Step 3
The search results are
incomplete and
include somewhat
conflicting guidance.
Step 4
They email their
manager for
guidance and wait
an hour for a
response.
Step 5
The response directs
the employee to an
individual who has
completed this task
in the past.
Step 6
The employee emails
this individual and
receives a response
in an additional hour.
The response
includes an
attachment that
provides a template
for completing the
task.
Step 7
The employee
reviews the template
and emails the
individual back to
receive clarification
on how to complete
it. After an additional
30 minutes, the
individual responds
with the necessary
guidance.
Step 8
The employee
completes the task.
Total Time: 4.5 Hours
Step 1
New Employee is given a task, but is not
sure how to proceed with it.
Step 2
They search the new knowledge base and
find the template for completing the task,
examples of completed tasks, and
identification of individuals who have
completed this task in the past.
Step 3
They review the template and “chat” the
experienced individual via one-click link
from the search results for additional
guidance.
Step 4
They receive an immediate answer and
are able to complete the task
Total Time: 10 Minutes
Making KM
Clickable
Collaboration
The ability for stakeholders and users to work together in terms
of content creation and content management.
Governance
The roles, responsibilities, processes, and procedures necessary
to maintain KM-related processes over time.
Taxonomy & Information Architecture
Taxonomies are controlled vocabularies used to describe explicit
concepts. Information architecture standardizes and simplifies
where and how content is stored and tagged.
Change Management
Places people at the center of the process to make
change real and ensure it sticks.
Search
The best search experiences connect people to
information, information to information, and people to
people, while addressing foundational concepts in search.
Automation
The ability to reduce the manual work associated
with tasks, processes, and procedures through the
creation and application of technology.
Content/Document Management
The strategies, methods, and tools used to capture,
manage, store, and share content and documents
in the most optimal way possible.
Foundations of KM Explained
Knowledge Transfer and Capture Techniques
• Retrospectives
• Simulation
• Role-playing
• Hack-a-thon
• Community of Practice
• Knowledge Fair
• Peer Group
• Town Hall Webinars
• Digital Birds of a
Feather
• Videos/recordings
• Knowledge Base
Repository
• Storytelling
• SME Interview
• Brown-Bag Lunch
• Implicit Knowledge
Capture
• Handover Checklist
• SME Profiles
• Expert-Facilitated
Cohorts
• Action Action Reviews
• FAQs
• High Value Moments of
Knowledge Capture
Tools
• Peer Assists
• Job Shadowing
• Mentoring
• Coaching
One to
One
One to
Many
Many to
Many
No Tech Low Tech
Ex. Email or Video-
Conferencing
High Tech
Ex. Knowledge Graph
KNOWLEDGE GRAPHS
TAXONOMY
MANAGEMENT
ONTOLOGY
MANAGEMENT
ENTERPRISE SEARCH
Architecture and data models to
enable machine learning (ML)
and other AI capabilities. Drive
efficient and intelligent data and
information management
solutions.
Examples:
• Expert Finder
• Recommendation Engine
• Customer 360
WEB CONTENT
MANAGEMENT
DOCUMENT & RECORDS
MANAGEMENT
DIGITAL ASSETS
MANAGEMENT
BUSINESS CONTENT
MANAGEMENT
Used to author, organize, manage
and publish content on a
website.
Examples:
• SiteCore
• GraphCMS
• CloudCMS
• Drupal
• WordPress
• Contentful
Designed to manage, secure, and
control documents across an
enterprise.
Examples:
• Alfresco
• Documentum
• Box.com
• OpenText
• GoFileRoom
• M365 / SharePoint
Designed to manage digital
products like videos and images.
Most frequently used by
marketing and publishing
departments.
Examples:
• Adobe Experience Manager
Assets
• Bynder
• Iconik
Content management tools built
for a specific business purpose
like customer or contract
management.
Examples:
• Apttus Contract
Management
• SalesForce
• Dynamics 365
• Learning Management
Search tools designed to query
across multiple KM systems.
Examples:
• Sinequa
• Lucidworks Fusion
• Elasticsearch
• Solr
Empowers the creation and
management of complex
relationships between various
sources of data.
Examples:
• Stardog
• Neo4j
• Neptune
• Ontotext
Enables organizations to
maintain and expose their
business taxonomies to KM
systems.
Examples:
• PoolParty (SWC)
• Cambridge Semantics
• Semaphore (SmartLogic)
• Synaptica
COMPONENT CONTENT
MANAGEMENT
Manages content at a granular
level so portions of a piece of
content can be reassembled and
used for other content.
Examples:
• Marklogic
• EasyDITA
• SDL Tridion
COLLABORATION
Tools designed to enable users to
share content and collaborate
using instant messaging or video
conferencing.
Examples:
• M365 / Teams
• Slack
• ShareFile
• Firmex
Core KM Technologies
⬢Harness graph databases
and ontologies to connect
multiple types of content
with context.
⬢Used to power Enterprise AI
applications including
chatbots, recommendation
engines, and expert finders.
⬢Able to identify relationships
that are otherwise not readily
apparent.
Knowledge Graphs
⬢Build on content
management capabilities to
deconstruct and
automatically assemble
content.
⬢Leverages taxonomies for
customization and
recommendations.
⬢Drastically reduces
administrative burden while
improving governance and
content quality.
Content Assembly and Customization
⬢Integrate multiple
repositories via a single front
end and search.
⬢Leverage taxonomies and
ontologies to maximize
findability and
discoverability.
⬢Use content types and
search hit types to make
results actionable.
Knowledge Portals and Advanced Search
ENTERPRISE KNOWLEDGE
Zach Wahl
@zacharywahl
zwahl@enterprise-knowledge.com
QUESTIONS?

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Making Knowledge Management Clickable

  • 1. 16 June 2023 Making Knowledge Management Clickable Ensuring KM is Recognized as a Business Critical Element of Your Organization
  • 2. ⬢ 25 Years of KM Consulting Experience ⬢ Expert in Knowledge Management Strategy, Design, and Implementation ⬢ Inc. 5000 Listed CEO Five Years in a Row ⬢ Host of Knowledge Cast Podcast ⬢ Coauthor of Making Knowledge Management Clickable (2022) ZACH CEO AND COFOUNDER, ENTERPRISE KNOWLEDGE WAHL
  • 4. KNOWLEDGE MANAGEMENT INVOLVES THE PEOPLE, CULTURE, PROCESSES, AND ENABLING TECHNOLOGIES NECESSARY TO CAPTURE, MANAGE, SHARE, AND FIND INFORMATION. THE NEW MISSION OF KM IS TO LINK ALL OF AN ORGANIZATION’S KNOWLEDGE, IN ALL ITS FORMS, MAKING IT NOT JUST FINDABLE, BUT UNDERSTANDABLE AND ACTIONABLE.
  • 5. PEOPLE PROCESS CONTENT CULTURE TECHNOLOGY ⬢ Flow of knowledge through the organization. ⬢ Knowledge holders and knowledge consumers. ⬢ Understanding of state and disposition of experts. ⬢ Existence and consistency of processes. ⬢ Awareness of and adherence to processes. ⬢ Quality of processes. ⬢ State and location of content. ⬢ Consistency of structure and architecture. ⬢ Dynamism of content. ⬢ Understanding of usage (analytics). ⬢ Senior support and comprehension. ⬢ Willingness to share, collaborate, and support. ⬢ Maturity of “KM Suite.” ⬢ Integration with and between systems. ⬢ Usability and user- centricity. PROCESS CONTENT CULTURE TECHNOLOGY Deconstructing KM
  • 6. Knowledge Management Actions CREATE The point at which knowledge or information is first exposed, either in written or verbal form. CAPTURE The collection of information in a tool or repository (from tacit to explicit) so that it can be managed. MANAGE Tools, technologies, and processes required to secure, organize, control, and expose the right information to the right people. ENHANCE Processes to evolve and prime the information. FIND Tools and technologies to help people find the content they need, when they need it. CONNECT Creating links between knowledge and information, between the holders of knowledge (experts), and between repositories.
  • 8. CONFRONTING TODAY’S KM CHALLENGES WHY KM MATTERS EXPONENTIAL INCREASES IN CONTENT AND DATA. MORE BARRIERS TO COLLABORATION AND CONNECTIONS (ORGANIZATION, GEOGRAPHIC, ETC.). PROLIFERATION OF KNOWLEDGE AND INFORMATION SYSTEMS. LESS STRUCTURE, MORE SOCIAL. THE GREAT RESIGNATION - LOWER STAFF RETENTION, HIGHER LEVELS OF RETIREMENT. SUDDEN REMOTE AND HYBRID WORK.
  • 9. CONFRONTING TODAY’S KM CHALLENGES SUPPORTING DATA POINTS TODAY, 80% OF BUSINESS IS CONDUCTED ON UNSTRUCTURED INFORMATION – GARTNER GROUP KNOWLEDGE WORKERS SPEND FROM 15% TO 35% OF THEIR TIME SEARCHING FOR INFORMATION – SUE FELDMAN, IDC FORTUNE 500 COMPANIES LOSE ROUGHLY $31.5 BILLION A YEAR BY FAILING TO SHARE KNOWLEDGE – PAMELA BABCOCK, HR MAGAZINE. UNSTRUCTURED DATA DOUBLES EVERY THREE MONTHS – GARTNER GROUP EACH DAY IN THE U.S., 10,000 PEOPLE RETIRE – SOCIAL SECURITY ADMINISTRATION 40% OF CORPORATE USERS REPORTED THEY CAN’T FIND THE INFORMATION THEY NEED TO DO THEIR JOBS – SUE FELDMAN, IDC
  • 10. KM Outcomes ▪ Improved content findability and discoverability, and therefore less time waiting, searching, and recreating knowledge. ▪ Increased use and reuse of information. ▪ Decreased knowledge loss. ▪ Improved organizational awareness and alignment. ▪ Enhanced quality, availability, and speed of learning. Business Outcomes Improved productivity. Decreased costs and cost avoidance due to regulatory fines and lawsuits. Increased employee satisfaction and retention. Faster and better up-scaling of employees. Improved customer satisfaction and retention. Improved delivery and sales. Increased collaboration and innovation. Future readiness.
  • 11. KM by the Numbers – Measurable Return on Investment Employees spend up to 40% of their time looking for information, waiting for answers from others, or recreating information that already existed but they were unaware. 60% of employees are more likely to stay at a job for 3 years or more if they have a good onboarding experience. (O.C. Tanner n.d.) Direct replacement cost as high as 50%-60% of the employee’s annual salary, with the total costs associated with turnover ranging from 90% to 200% of annual salary (Allen 2008) Average training cost of an employee is $1286, with over 40 hours per year spent on training by each employee (Training Magazine 2019) (1%< Time Spent Searching) x (working hours of 500 employee company) x average salary ($65,000) = $325,000 saved 50% of training replaced with point of need training x 500 employees = $321,500 saved 60% retention across 100 new hires x low average replacement costs of average salary ($65,000) = $1.95M avoided replacement costs
  • 12. Step 1 New Employee is given a task, but is not sure how to proceed with it. Step 2 They spend two hours searching on systems X, Y, and Z. Step 3 The search results are incomplete and include somewhat conflicting guidance. Step 4 They email their manager for guidance and wait an hour for a response. Step 5 The response directs the employee to an individual who has completed this task in the past. Step 6 The employee emails this individual and receives a response in an additional hour. The response includes an attachment that provides a template for completing the task. Step 7 The employee reviews the template and emails the individual back to receive clarification on how to complete it. After an additional 30 minutes, the individual responds with the necessary guidance. Step 8 The employee completes the task. Total Time: 4.5 Hours
  • 13. Step 1 New Employee is given a task, but is not sure how to proceed with it. Step 2 They search the new knowledge base and find the template for completing the task, examples of completed tasks, and identification of individuals who have completed this task in the past. Step 3 They review the template and “chat” the experienced individual via one-click link from the search results for additional guidance. Step 4 They receive an immediate answer and are able to complete the task Total Time: 10 Minutes
  • 15. Collaboration The ability for stakeholders and users to work together in terms of content creation and content management. Governance The roles, responsibilities, processes, and procedures necessary to maintain KM-related processes over time. Taxonomy & Information Architecture Taxonomies are controlled vocabularies used to describe explicit concepts. Information architecture standardizes and simplifies where and how content is stored and tagged. Change Management Places people at the center of the process to make change real and ensure it sticks. Search The best search experiences connect people to information, information to information, and people to people, while addressing foundational concepts in search. Automation The ability to reduce the manual work associated with tasks, processes, and procedures through the creation and application of technology. Content/Document Management The strategies, methods, and tools used to capture, manage, store, and share content and documents in the most optimal way possible. Foundations of KM Explained
  • 16. Knowledge Transfer and Capture Techniques • Retrospectives • Simulation • Role-playing • Hack-a-thon • Community of Practice • Knowledge Fair • Peer Group • Town Hall Webinars • Digital Birds of a Feather • Videos/recordings • Knowledge Base Repository • Storytelling • SME Interview • Brown-Bag Lunch • Implicit Knowledge Capture • Handover Checklist • SME Profiles • Expert-Facilitated Cohorts • Action Action Reviews • FAQs • High Value Moments of Knowledge Capture Tools • Peer Assists • Job Shadowing • Mentoring • Coaching One to One One to Many Many to Many No Tech Low Tech Ex. Email or Video- Conferencing High Tech Ex. Knowledge Graph
  • 17. KNOWLEDGE GRAPHS TAXONOMY MANAGEMENT ONTOLOGY MANAGEMENT ENTERPRISE SEARCH Architecture and data models to enable machine learning (ML) and other AI capabilities. Drive efficient and intelligent data and information management solutions. Examples: • Expert Finder • Recommendation Engine • Customer 360 WEB CONTENT MANAGEMENT DOCUMENT & RECORDS MANAGEMENT DIGITAL ASSETS MANAGEMENT BUSINESS CONTENT MANAGEMENT Used to author, organize, manage and publish content on a website. Examples: • SiteCore • GraphCMS • CloudCMS • Drupal • WordPress • Contentful Designed to manage, secure, and control documents across an enterprise. Examples: • Alfresco • Documentum • Box.com • OpenText • GoFileRoom • M365 / SharePoint Designed to manage digital products like videos and images. Most frequently used by marketing and publishing departments. Examples: • Adobe Experience Manager Assets • Bynder • Iconik Content management tools built for a specific business purpose like customer or contract management. Examples: • Apttus Contract Management • SalesForce • Dynamics 365 • Learning Management Search tools designed to query across multiple KM systems. Examples: • Sinequa • Lucidworks Fusion • Elasticsearch • Solr Empowers the creation and management of complex relationships between various sources of data. Examples: • Stardog • Neo4j • Neptune • Ontotext Enables organizations to maintain and expose their business taxonomies to KM systems. Examples: • PoolParty (SWC) • Cambridge Semantics • Semaphore (SmartLogic) • Synaptica COMPONENT CONTENT MANAGEMENT Manages content at a granular level so portions of a piece of content can be reassembled and used for other content. Examples: • Marklogic • EasyDITA • SDL Tridion COLLABORATION Tools designed to enable users to share content and collaborate using instant messaging or video conferencing. Examples: • M365 / Teams • Slack • ShareFile • Firmex Core KM Technologies
  • 18. ⬢Harness graph databases and ontologies to connect multiple types of content with context. ⬢Used to power Enterprise AI applications including chatbots, recommendation engines, and expert finders. ⬢Able to identify relationships that are otherwise not readily apparent. Knowledge Graphs
  • 19. ⬢Build on content management capabilities to deconstruct and automatically assemble content. ⬢Leverages taxonomies for customization and recommendations. ⬢Drastically reduces administrative burden while improving governance and content quality. Content Assembly and Customization
  • 20. ⬢Integrate multiple repositories via a single front end and search. ⬢Leverage taxonomies and ontologies to maximize findability and discoverability. ⬢Use content types and search hit types to make results actionable. Knowledge Portals and Advanced Search