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KM Basics


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Published in: Business, Education

KM Basics

  1. 1. Knowledge Management Basics Stan Garfield July 2017
  2. 2. What is Knowledge Management? • Knowledge Management is the art of transforming information and intellectual assets into enduring value for an organization’s clients and its people. • The purpose of knowledge management is to: o Foster the reuse of intellectual capital o Enable better decision making o Create the conditions for innovation • KM provides people, processes, and technology to help knowledge flow o To the right people o At the right time o So they can act more efficiently and effectively 2
  3. 3. 5 Ways to Do Knowledge Management 1. Share what you have learned, created, and proved 2. Innovate to be more creative, inventive, and imaginative 3. Reuse what others have already learned, created, and proved 4. Collaborate with others to take advantage of what they know 5. Learn by doing, from others, and from existing information 3
  4. 4. 4 15 Benefits of Knowledge Management 1. Enabling better and faster decision making 2. Making it easy to find relevant information and resources 3. Reusing ideas, documents, and expertise 4. Avoiding redundant effort 5. Avoiding making the same mistakes twice 6. Taking advantage of existing experience 7. Communicating important information widely and quickly 8. Promoting standard, repeatable processes and procedures 9. Providing methods, tools, templates, techniques, and examples 10.Making scarce expertise widely available 11. Showing customers how knowledge is used for their benefit 12.Accelerating delivery to customers 13.Enabling the organization to leverage its size 14.Making the organization's best problem-solving experiences reusable 15.Stimulating innovation and growth
  5. 5. 5 10 Knowledge Management Strategies 1. Motivate: communicate, model, set goals, recognize, reward 2. Network: connect, cross organizational boundaries, collaborate, build communities, converse, tell stories, meet in person 3. Supply: databases, skills inventories, document repositories 4. Analyze: verification, distillation, harvesting, lessons learned, proven practices, sense-making, social network analysis, positive deviance 5. Codify: consolidate, collate, integrate, value, tag, refine, standardize 6. Disseminate: distribute, publish, syndicate, aggregate, personalize 7. Demand: just-in-time KM, expertise location, ask the expert, search, user assistance, e-learning, threaded discussions, appreciative inquiry 8. Act: decision making, proven practice replication, process improvement, embedding in workflow, responding, answering, reusing 9. Invent: create, develop, innovate, transform, stimulate, rethink, imagine 10. Augment: cognitive computing, artificial intelligence, intelligent personal assistants, virtual reality
  6. 6. 6 5 Modes of Knowledge Flow 1. Collection: processes and repositories for capturing explicit knowledge. 2. Connection: collaboration, communities, and social networks for sharing tacit knowledge. 3. Boundary spanning: bridges across organizational boundaries for enabling knowledge to flow between previously-isolated groups. 4. Discovery: processes for learning from existing sources of information, including systems, databases, and libraries. 5. Creation: processes for stimulating innovation and facilitating invention.
  7. 7. 7 1. Getting senior leaders to provide funding, demonstrate support, and lead by example. 2. Balancing people, process, and technology components — not focusing on rolling out tools. 3. Delivering tangible business benefits that support organizational objectives and priorities. 4. Motivating people to share, innovate, reuse, collaborate, and learn. 5. Establishing a vision for how knowledge management should work, and relentlessly working towards making that vision a reality by implementing, improving, and iterating. 6. Defining compelling use cases clearly showing the advantages over existing alternatives, and answering the question “what’s in it for me?” 7. Getting people to openly ask for help. 8. Making useful information easily findable. 9. Connecting people to each other so they can help each other at the time of need. 10. Improving decisions, actions, and learning. 11. Focusing on a few initiatives, setting a few simple goals, and not trying to tackle everything possible. 12. Delivering what people want and the organization needs, not what is trendy. 13. Communicating by pull and opt-in, not by push. 14. Augmenting and automating processes using analytics, cognitive computing, and related techniques. 15. Integrating knowledge management into existing processes, workflows, and systems so that it is not perceived as extra work or yet another tool to have to learn and use. 15 Key Issues in KM
  8. 8. 8 A Vision for Knowledge Management 1. People, process, and technology elements are in place to enable everyone to conveniently Share, Innovate, Reuse, Collaborate, and Learn 2. A single global platform is available, with access to community sites, websites, team sites, content repositories, and collaboration tools 3. Everyone can interact with the platform in the ways they prefer, including entirely by email, mobile client, desktop client, web browser, RSS feed, etc. 4. Global, cross-functional communities are available for each major specialty, role, and focus area, and they offer a site, a calendar, frequent events, useful news and content, and active discussions 5. Everyone belongs to at least one community, including the one most closely aligned to their work, and pays attention to the community's discussions and activities 6. Anyone needing help, an answer to question, content, an expert, or information on what the firm has done and can do can post in a community discussion board or the enterprise social network and receive a helpful reply within 24 hours 7. Everyone can easily find, follow, be made aware of, and share what is going on in the enterprise social network, activity stream, blogosphere, content repositories, etc. 8. People are recognized, rewarded, and promoted if they Share, Ask, Find, Answer, Recognize, Inform, and Suggest, and leaders set a good example by doing so themselves 9. What one part of the firm knows, the rest of the firm knows; different parts of the firm routinely work together; ideas are solicited and implemented; high levels of trust and transparency exist; leadership engages with all levels of the firm's members; people interact with people they didn't know before; and individuals learn effectively 10. Decisions are made quickly and effectively, it's easy to find information and resources, open communications are made frequently and widely, redundant effort is avoided, mistakes are not repeated, scarce expertise is made widely available, clients see how knowledge is used for their benefit, sales and delivery are accelerated, innovation and growth are stimulated, morale is high, and the firm's reputation is strong; as a result, the firm thrives
  9. 9. 100 Knowledge Management Specialties 1. Sharing, culture, organizational design, and change management 2. Innovation, invention, creativity, and idea generation 3. Reuse, proven practices, lessons learned, and knowledge retention 4. Collaboration and communities 5. Learning, competency development, and training 6. Goals, measurements, incentives, gamification, recognition, and rewards 7. Social networks, organizational networks, value networks, and network analysis 8. Expertise location and personal profiles 9. Communications 10. Facilitation and knowledge transfer 11. User support and Knowledge-Centered Support 12. Content management, document management, and records management 13. Analytics, text analytics, visualization, metrics, and reporting 14. Project management, process management, Agile development, workflow, planning, decision making, and checklist 15. Knowledge audit, knowledge mapping, knowledge modeling, peer assist/retrospect, After Action Review, sensemaking, and ritual dissent 16. Appreciative inquiry, positive deviance, and Most Significant Change 17. Storytelling, narrative, anecdote circles, BarCamp/unconference, and World Café 18. Information architecture, usability, user interface, and user experience 19. Search, findability, taxonomy, ontology, metadata, tagging, and semantic web 20. Portals, intranets, and websites 21. Big data, databases, repositories, business intelligence, data warehouses, and data lakes 22. Competitive intelligence, customer intelligence, market intelligence, and research 23. Digital workplace, social business, and social media tools 24. Cognitive computing, artificial intelligence, natural language processing, machine learning, and neural networks 25. Wisdom of crowds, crowdsourcing, collective intelligence, and prediction markets9
  10. 10. 50 Knowledge Management Components People culture & values knowledge managers user surveys social networks communities training documentation communications Technology Process methodologies creation capture reuse lessons learned proven practices collaboration content management classification metrics & reporting management of change workflow valuation social network analysis appreciative inquiry & positive deviance storytelling, narrative, & anecdotes blogs wikis podcasts & videos syndication & subscription social software & media external access/extranet workflow applications process/report automation Incentive points tracking e-learning analytics & BI cognitive computing & AI user assistance & knowledge help desk goals & measurements incentives & rewards user interface, UX, & usability intranet team spaces virtual meeting rooms, web/video/ audio conferencing, & teleprescence portals & digital workplace repositories & knowledge bases threaded discussions & ESNs expertise locators/ask the expert metadata & tags search engines/enterprise search archiving/document management & records management 10
  11. 11. LinkedIn Posts
  12. 12. For additional information Managing the ROI of Knowledge Management (chapter author) The Case against ROI Implementing a Successful KM Program (author) Successful Knowledge Leadership: Principles and Practice (chapter author) The Modern Knowledge Leader: A Results-Oriented Approach Gaining Buy-in for KM (chapter author) Obtaining Support for KM: The Ten Commitments Proven Practices for Promoting a Knowledge Management Program (author) • Join the SIKM Leaders CoP • Twitter @stangarfield • Site • Implementing a Successful KM Program successful-km-program-100th-post-20-years-stan-garfield