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Conversation Channels Insight
Into Action!
Kate Pugh
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Synthesis Partnership works with nonprofit
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Today’s Speaker
Kate Pugh Author, President, Educator
AlignConsulting and Columbia University
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Conversation Channels Insight Into Action!Knowledge Jam Concepts for Nonprofit WebinarsSeptember 14, 2011
Kate Pugh AlignConsultingAuthor of Sharing Hidden [email protected]: @katrinapugh
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Agenda• The Knowledge Jam
–What’s the problem?
–What’s Knowledge Jam?
–Deep dive on facilitation, conversation, translation
• Comparing K Jam to other knowledge-capture tools
• You
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―Convening‖ is today’s leadership edge
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1990s 2010s2000s
Raw skill
(in technologies,
markets)
Networks and
Relationships
(people, companies,
nations)
Convening
people and ideas
(even ones we
don’t know)
Partners in Health
Bill & Melinda
Gates Foundation
Nike
Ebay
Amazon
Walmart
World Bank
Pew Research
Raytheon
GE
Apple
Hewlett Packard
Compaq
Partners in Health
Big
Bo
as
tB
uzz
Dot-com “nano” “social”
$85,000 opportunity cost (est.) for
every 100 nonprofit knowledge workers
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Source: Laurence Prusak and Al Jacobson, ―The Cost of Knowledge,‖ Harvard Business Review, November, 2006, Reprint F0611H) (Kate Pugh’s simple calculations 5-15
business days elapsed; $100/hr, 10hrs/interaction, 10 interactions/yr; $100 x 100 x 84% = $8,400/year one typical employee spends in these time-sinks annually)
$8,400 opportunity
cost per year, per
employee or
volunteer in these
time-sinks
Tapping into hidden know-how pays off for
nonprofits (and their ecosystem)…
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Developing new programs
Leadership/team transitions
Initiating partnerships
Overcoming Info-Glut
Sharing comms. insights
Integrating mergers
Adopting social Media or
other tech initiatives
What’s holding back sharing know-how?
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Knowledge “Blind Spots”
Knowledge “Mismatches”
Knowledge “Jails”
Knowledge Jam definedKnowledge Jam is a process for bringing out know-how via a facilitated conversationbetween knowers and learners, with a built-in step to circulate or “translate” what was learned.
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Facilitation(boundary spanning)
Conversation (surfacing usable insights)
Translation (putting know-how
to work)
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Knowledge Jam’s ―conversation‖ is not
the end point – reuse is
1. Select 2. Plan3. Discover/
Capture4. Broker 5. Reuse
Scope,
Sponsor
Get partici-
pants, topics
Facilitate
conversation
Translate and
circulate
Apply and
measure
Case Study: Institute for Healthcare
Improvement Knowledge Jam• Situation: Need to accelerate perinatal hospital teams’ time to ―gel‖
(integrate & practice quality steps)
• Burning Question: What’s ―gelling‖? What helps? Hinders?
• Select/Plan before Knowledge Jam Event: 4 months
• Participants (~10): Nurses, Doctors, quality
program mgrs, non-profit’s program
designers and faculty,
• A Big Insight: Must ―gel‖ intentionally
(process, people, gatherings, quality
techniques), but informal storytelling sticks
• Result: ―Gelling‖ added to org-wide design
model
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Jamming with the Institute for Healthcare Improvement ― (NASA Ask Magazine, Winter,
2011) http://www.nasa.gov/offices/oce/appel/ask/issues/41/41i_jamming.html
Case Study: Biofuel/Bioproducts
Institute Knowledge Jam• Situation: Energy research program
was shifting from academic ―initiative‖
(NSF-funded) to ―institute‖
• Burning Question: What can
we glean from first 3 years
of running the initiative to ―hit
the ground running‖ with the institute
• Select/Plan before Knowledge Jam Event: 2.5 months
• Participants (~20): Chem engineers, chemists, sociologists, economists,
business sponsors, industry associations
• A Big Insight: Broadcast and integrate roadmaps (multi-dimensionally).
Don’t wait until after you solve a problem to share it.
• Result: Well-prepared for Board (which approved); increased project
funding; staffing diversification.
14Knowledge Jam for Chicago KM 110208
Deep Dive: Facilitation,
Conversation, Translation Disciplines
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1. Facilitation DisciplineFacilitator..
• Prioritizes
• Coordinates
• Sets Tone
• Convenes
• Presides
• Models
• Probes
• Captures
• Summarizes
• Nudges
• Measures
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1. Facilitation Discipline (cont’d)Michael Wilkinson’s’ generic information gathering moves:
17Knowledge Jam for Chicago KM 110208
Help brokers take the lead during these moves
Float—–
―What about. . .
? What are the
benefits?‖
Tag Question—
―That’s
important, isn’t
it?‖ (warms
people up)
Prompt Question—–
―What else
might come into
play?‖
Leading Question—
―Are there
solutions in the
area of. . .?‖
Playback—
―Let me try to
restate that. . . .‖
Redirect—
―Good point.
Can we put that
in the parking
lot?‖
Indirect Probe—―
And the reason
you did that is. .
. .‖
Direct Probe—―
Why is that
important?‖
Thank You!
2. Conversation Discipline
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Pursuit of Diversity
Glen
Beck!
Paul
Krugman!
Lady
Gaga!Michele
Bachman!
John
Stewart!
Practices of Dialogue
ListeningSuspension
Respect
Voice
Not assuming
(opposite: Abstraction)
Not judging
(opposite: Certainty )
Appreciating what is
(opposite: Violence)
Sense of agency or authority
(opposite: Idolatry)
Posture of Openness
2. Conversation Discipline (cont’d): shared
record typed and displayed in real-time
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Topic Comments Summary/ImplicationsPlank 1:"Investing in the Future Donor Base" (e.g., non-donors, younger donors, stretch giving)
Broker 1: We are working on a number of things for this phase of the 2010 campaign. We call them Planks. The first plank is about expanding to future donors.
Originator: We get young students involved in solicitation. We have a phonathon and 30-50 people come. We give them food, drink (not too much). We see a lot of camaraderie. It can be great for training students to be agents. I’d love to have us train a bunch and select them as a “team” who stay with the annual fund for year.
Broker 1: Our team mate has shown us that the younger classes don’t like the phones. And even some older classes like connecting at least in part with email. What about using social media like Facebook?
Originator: I’m not big into that, but others are. Anything that makes them feel wanted is good. I was surprised how much the male alums had a ball together on the phones.
Phonathons may train students as future Agents.
Consider having a recent alum phonathon
Keep up the interactions, the “fun” as solicitation moves to non-phone (e.g., social) media.
Plank 2: "Improving Asking Techniques"
Broker 1: Another plank is “Improving our Asking Techniques.”
Originator: Yes. In two words: “Shut Up!” I’m concerned that Ivey League Univ. is giving over a lot of the asking to the students. It’s a big mistake. They just don’t have that skill. You need information. I was hostess for some of Ivey League Univ.’s cruises and really got to know people. You need to be armed with this information about the people.
Broker 1: So, you really get to know them?
Originator: Yes, it takes time. At the first meeting you don’t ask. You get to know them.
Broker 1: Did you ever ask people to “top off” their gift?
Originator: Never. Well, not usually. But I learned how to communicate with […].
Broker 1: How much research should a small school like the school be doing? Especially given limited resources?
Originator: Research is really important. Have a folder on the biggest donors. Get all of the names connected. Maybe the trustees can help? They may know a lot.!
Get to know donors; know about them, especially where there are current events which impact the asking level or timing
Consider having Trustees help with research
School’s Advancement office (brokers) Jamming with Ivy League fundraising veteran (originator)
3. Translation Discipline
Brokers’ roles
• Representing the ―Seekers‖
• ―Remixing‖ Content
• Promoting learning
• Handling perish-ability
• Measuring impact
• Being a change agent!
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2. Translation Discipline (cont’d)
21Knowledge Jam for Chicago KM 110208
Type of Knowledge
(illustrative)Seeker Profile (illustrative) Brokered Form (illustrative)
Brokering Vehicle
(illustrative)
Process, e.g., how we
ramped up a health
intervention
Another region Annotated process flow Work aid, kit, video
Service, e.g., how we
defined a Service
lifecycle
Another program team Feature prioritization,
template
Service roll-out
presentations
Target community, e.g.,
how our target customer
segment responded to
advocacy
Regional service
organization
Pilot log, ―trial‖ notes
and anecdotes
Customer Service rep
(CSR) screens
Program, e.g., how we
taught our special
needs kids math
Another school district Lesson plans Online district-wide
sample curriculums
Organization, e.g., how
we managed internal
stakeholders during a
restructuring
Change management
teams
Stakeholder matrix,
message samples, etc.
Online transition kits
Comparing Knowledge Jam to Other
Capture-Transfer Methods
Facilitation
Conversation
TranslationOrganizational Learning Collaboration Technology
Intelligence Acquisition
Search/AlertsClipping services
After Action ReviewMentoringDiscussion ForumsWikis
Reporting InterviewAppreciative InquiryKnowledge Harvesting
Community of Practice
Knowledge Jam
Peer Assist
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Instructional Design
Individual Journaling or Procedure Writing(not in graphic)
IBM Innovation Jam™
You are the Knowledge Jam convener
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Surfaces usable insight • Tone of common curiosity
• Models
• Probes, Captures
Puts knowledge to work• Summarizes
• Translates
• Measures and Nudges
Spans boundaries • Brings people and ideas together
• Prioritizes
• CoordinatesFacilitation
ConversationTranslation
You can grow the knowledge jam
―convening competency‖…
• Span boundaries across
unconnected groups
• Convene break-through
conversations
• Inspire responsibility for shared
learning, and collective change
• Get people thinking about
analogous cases
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Social NW analysis, social media
planning
Facilitation, dialogue, systems
thinking, café models
Change mgt., Stakeholder mgt.,
impact communication
Story telling, case development
Start a knowledge portfolio
(―feasibility and impact‖ 2x2)
• Identify the risk implications of
blindspots
Fa
cili
tatio
n
Con
ve
rsa
tio
nT
ran
sla
tio
n
Discussion1. Facilitation: Where might it help to span boundaries
intentionally, rather than wait for that to happen?
2. Conversation: When do text or document-based
methods omit critical context? What does conversation
add?
3. Translation: How might involving ―brokers‖ – people
invested in outcomes -- improve the likelihood that
knowledge gets put to work?
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Kate Pugh, AlignConsulting and
Columbia University• Kate has 17 years of consulting and seven years of industry experience.
She held leadership positions with Intel Corporation, JPMorgan, and
Fidelity. She is on the faculty of Columbia University’s Information and
Knowledge Strategy Masters program, and is author of Sharing Hidden
Know-How (Jossey-Bass/Wiley, 2011).
• Kate helped run Intel Solution Services’ Knowledge and Process Mgt
Group, led Fidelity Personal & Workplace Investments KM, and initiated
and ran the JPMorganChase’s Finance Portal Program.
• Kate has helped launch and/or run over 20 communities of practice,
including Intel’s award-winning Enterprise Architects’ community.
Sample clients include Fidelity Investments, The Gates Foundation,
Institute for Healthcare Improvement, Medtronic, Mitokine Bioscience,
Project Management Institute, and The World Bank. Kate is on the
Board of Knowledge Mgt. Institute Canada.
• Kate has an MS/MBA from MIT Sloan, a BA in Economics from Williams
College, and certificates in Dialogue, Facilitation, Mediation, Project
Mgt., and LEAN Six Sigma.
• Kate has articles in Harvard Business Review, NASA Ask Magazine,
Dashboard Insight, IBM Syn.Chrono.us Blog and Ivey Business Journal.
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www.alignconsultinginc.com
Twitter: @katrinapugh
Some Reading• Sharing Hidden Know-How (Jossey-
Bass, April 2011)
• ―Knowledge Jam: Three Disciplines to
Beat the Merger Performance Odds,”
Ivey Business Journal, July/August,
2011.
• Jamming with the Institute for
Healthcare Improvement ― (NASA Ask
Magazine, Winter, 2011)
• ―Don’t Just Capture Knowledge – Put It
to Work,‖ Katrina Pugh and Nancy M.
Dixon, Harvard Business Review, May
2008.
• Sustainable Communities: Top 10
CSFs for Keeping the Faith, IBM
Synch.rono.us Blog, July 19, 2010
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NASA Ask Magazine
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