information and knowledge services: finding structure in complexity

Information and Knowledge Services: Finding Structure in Complexity

Albert Simard

presented to

GTEC Ottawa, ON, Oct. 23, 2006

2

An opening thought…

“One of the saddest features of the real world is that goods do not spontaneously present themselves for distribution”

The Economist (Nov. 5, 1994)

3

NRCan Knowledge Services Task Group Mandate

“Examine the nature of science-related programs in Natural Resources Canada, describe appropriate elements in the context of Government of Canada Service Transformation, and submit a report.”

Background

Understanding Knowledge Services NRCan (2006)

4

Orders of Knowledge

1. Routine

•Standards, manuals•Bureaucrats, administrators•Categorize, process

2. Specialized

•Technical documents•Experts, consultants•Design, develop systems

3. Complex

•Tacit knowledge•Scientists, experience•Find patterns, understand

4. Chaotic

•Observations•Explorers, innovators•Explore, test

Adapted from Snowden (2002)

Background

5

A Business Perspective

Describe Strategy

+ Measure Strategy

+ Manage Strategy

= Effective Strategy

Adapted from Kaplan and Norton (2004)

Background

6

Outline

Knowledge Services

Knowledge Services System

Framework Dimensions

Service Framework

7

What is Content ?

Collections – objects, artifacts: books, documents, rocks, minerals, insects, plant materials, diseased tissue, seeds

Data – facts, observations: elements, files, records, datasets, databases, statistics

Information – meaning, context: records, documents, reports, photos, maps, brochures, presentations, recordings

Knowledge – understanding, predictability: equations, models, scientific publications, experience, know-how

Services

8

Content Value Chain

“Flow of content through sequential stages, each of which changes its form and increases its usefulness and value.”

(NRCan, 2006)

Objects Data Information Knowledge Wisdom

“Embedded value in the form of the message or signal contained within all elements of the content value chain.”

Services

9

Knowledge Services

Content Products Services Solutions

Objects

Data

Information

Knowledge

Wisdom

Database

Scientific article

Technical report

Outreach material

Geospatial products

Statistical products

Standards

Policies

Regulations

Systems

Devices

Answers

Advice

Teaching

Facilitation

Support

Laboratory

Direction

Plans

Operations

Positions

Coordination

Accomplishments

Services

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Service Value Chain

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

Services

11

Knowledge Services - Stages

1. Generate (start Knowledge Services value chain)

2. Transform (goods & services increase utility, value)

3. Manage (permit transfer)

4. Use Internally (accomplish organizational objectives)

5. Transfer (enable external use)

6. Enhance (increase availability, utility, value)

7. Use Professionally (sector derives benefits)

8. Use Personally (individuals derive benefits)

9. Evaluate (organizational mandate, resources)

Services

12

Knowledge Market

(Performance / Supply)

(Market / Demand)

6. Add Value

7. Use Professionally

8. Use Personally

Evaluate

Natural Resources

Forestry

Metals & Minerals

Earth Sciences

Energy

1. Generate

2. Transform

3. Enable

4. Use Internally

5. Transfer

Organization

Services

13

Outline

Knowledge Services

Knowledge Services System

Framework Dimensions

Service Framework

....

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Knowledge Services System

Indirect Outputs Sector

OutcomesCanadians

Intelligence

Organization

Mandate

Body of Knowledge(Knowledg

e cycle)

Direct Outputs

EvaluatorsRecommendations

Benefits

(tertiary)

(secondary)

(primary)Knowledge

System

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Knowledge Services System Structure

Component a Component d Component…

Component b Component e Component…

Component c Component f Component…

Purpose 1 Purpose 2 Purpose…

Stage 1 Stage 2 Stage …Knowledge Services Value Chain

Benefits

Who

Work

What

Why

Elements of Zachman (1992)

System

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System Stages

Organization

Society / Nature

Interme-diaries

Add Value

Enhanced Outputs

Developers

Transform

Products / Services

Users

Use

Internall

y

Solution

s

Evaluator

s

Evaluate

Performan

ce/

Markets

Recommen

d

Clients

Use Profession-ally

Outcomes / Societal B.

Canadia

ns

Use Personall

y

Personal

Benefits

Originato

rsGenerat

eContent*

* = essential

Prov

ide

rsTr

ansa

ct

/ Tr

ansf

er

Outpu

t

s

Knowledge

*Other Services

Lost

ManagersPreserve / Enable

Existing / Available Inventory

*

System

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to Content

from Production

Existing Inventory

Managers

Lost Value

Preserve Enable

Accessible Inventory

Organization Mandate

to Sharing

Management Sub-System

System

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Manage Content

Managers Preserve Enable Inventory

Senior manager

Manager

IT manager

Champion

Curator

Data manager

Information manager

Knowledge manager

Inventory

Prioritize

Capture

Record

Organize

Store

Establish programs

Implement programs

Persevere

Manage:

IT infrastructure

libraries

collections

data

records

information

knowledge

Existing:

Content

Products

Services

Accessible:

Content

Products

Services

System

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Services System - Attributes

Independent of content or issues

Based on a sound logic model

Addresses real-world complexity

Includes all organizational “Infostructure”

Supports performance measurement

Helps identify important questions.

Services

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Outline

Knowledge Services

Knowledge Services System

Framework Dimensions

Service Framework

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What is a Framework?

“Structural outline of the components of an organization, system, or process and the relationships among them.”

Dimensions

Understanding Knowledge Services NRCan (2006)

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Why a Framework?

Provides structure in a complex world

Shows what the picture looks like

Describes how things are related

Lists everything that is included

Basis for planning and action.

Dimensions

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Framework Dimensions

Content Servic

e

Scale

Infrastru

cture

Dimensions

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Scale

Organization Society - sovereignty Government - mandate Department - authority Sectors – resources Branches - coordination Programs - services Projects - deliverables Tasks - results

Management Business Case – role Vision – goals Charter - existence Governance – decisions Framework – structure Policies - outcomes Strategy – approach Plans – procedures

Content / Services

Dimensions

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Management Infrastructure

- Collections mgt. - Data management - Information mgt.- Knowledge mgt.

Processes

- Staffing

- Expertise

- Motivation

- Learning

People

- Mandate - Responsibilities- Authorities- Resources

Organization

Content, Services

Technology

-Computers-Applications-Systems -Communication-Networks

Dimensions

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Policy

Content Focus

Executive

OperationalStatistics CommunicationScience

C

Industry

Dimensions

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Service Focus

S

1. 2. 3. 4. 5. 6. 7. 8. 9.

Use Internally

Use Professionally

Use Personally

Generate

Transform

Add Value

Transfer

Evaluate

Manage

Organization Sector / Society

Dimensions

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Primary Dimension ?

Infrastructure

Content- organization

- management

- supply

Services

- clients

- markets

- demand

Scale

Cost of running the business

Investing in the business

Dimensions

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Services Framework - Attributes

Horizontal flow rather than vertical processes

Links science to policy and other outputs

Supports organizational mandate and business

Promotes sector outcomes

Emphasizes benefits for clients and Canadians

Helps identify important questions

Dimensions

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Outline

Knowledge Services

Knowledge Services System

Framework Dimensions

Service Framework

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Service Framework

Information Services System Model

Serviced-Based 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

Framework

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Important Questions

Access Interoperability

Privacy Security

Information Rights

Reach

Richness

Communication Strategy

Framework

Knowledge Markets

Role, Approach

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Organizational Role in Knowledge Markets?

Content - provider, user, intermediary

Participant - owner, manager, developer, member

Support - champion, facilitator, funding, infrastructure

Framework

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Approach to knowledge markets?

Supply Integrate different types of content Measure system performance Improve system productivity

Demand Survey market wants & needs Transform surveys into market intelligence Adapt outputs to market wants & needs Evolve capacity to reflect shifting markets

Framework

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Information Rights and Policies

Government of Canada

Mandate

Information Rights

Information Policies

Management Plans

Programs

Content Strategy

Business

Serviced-Based Framework

Service Vision

Framework

36

Distribution of outputs among user groups?

Internal users – leaders, managers, planners, advisors, coordinators, knowledge workers

Body of knowledge – national & international science & technology communities

Other services – transaction, intervention, interaction

Intermediaries – governments, business, practitioners, trainers, researchers, media, NGOs, international groups

Clients - governments, business, practitioners, trainers, researchers, NGOs, international groups

Canadians – e.g., community, well being, safety, employment, education, consumerism, environment…

Framework

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Richness Spectrum – Transfer & Use

Region Service Destination

Content Difficulty

Transfer Example of Use

Unique Other service

Complex Conversation Particular

Complex Knowledge Conceptual Paper Research

Technical Intermediary Complicated Specification Enhance

Specialized Practitioner Professional Consultation Management

Simplified Canadians Popular Self-help Interests

Mandatory All residents Fool-proof Forms Transaction

Framework

Rich

Reach

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Richness Spectrum - Processes

Distribution

Interaction

Framework

High

Low

Rich ReachMiddle

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Richness Spectrum – Interaction & Distribution

Region Interaction Audience Size

Market Segment

Architecture

Unique Intervene One Customized None

Complex Support Few Specialized Formats

Technical Promote Few Tailored Specification

Specialized Explain Some Sector Domain

Simplified Advertise Many Categories Standards

Mandatory Provide All Mass Common

Framework

Reach

Rich

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Audience Characteristics

What are their triggers?

Who do they listen to – opinion leaders?

Are they partners? Clients? Stakeholders?

How often do they need content?

What format do they need?

What is their level of understanding?

Framework

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Channels

On-line On-site Off-site Kiosk Mail E-mail Telephon

y Fax

Framework

How will outputs and services be provided? One way or many? Push or pull? Synchronous or asynchronous?

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Why a Service Framework?

Direct link to organization’s business Supports strong business case for IM

Focuses on clients & Canadians In sync with GoC service transformation

Promotes a shift from supply to demand Here’s what we have / What do you want?

IM should be more successful with a service focus!

Framework

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A Final Thought…

“The first task of any theory is to clarify terms and concepts that are confused… Only after agreement has been reached regarding terms and concepts can we hope to consider the issues easily and clearly and expect to share the same viewpoint.”

Karl Von Clausewitz (1780-1831)