practical knowledge management: assessing where you are, where you want to be, and ensuring you get...
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Practical Knowledge Management ASSESSING WHERE YOU ARE, WHERE YOU WANT TO BE,
AND ENSURING YOU GET THERE
HEY, THAT’S ME!
ZACH WAHL FOUNDER AND PRESIDENT, EK
@ZACHARYWAHL, @EKCONSULTING
#KMISHOW
OUTCOMES…
DEFINE KM AND BUSINESS VALUE.
LEARN AN AGILE PROCESS FOR MAPPING KM NEEDS AND STRATEGY.
DISCUSS BEST PRACTICES FOR KM STRATEGY AND COMMUNICATION.
HEAR ABOUT REAL WORLD SUCCESS STORIES IN KM.
KNOWLEDGE MANAGEMENT INVOLVES THE PEOPLE, CULTURE, PROCESSES, AND ENABLING TECHNOLOGIES NECESSARY TO CAPTURE,
MANAGE, SHARE, AND FIND INFORMATION.
KNOWLEDGE AND INFORMATION MANAGEMENT SPECTRUM
Knowledge and Information Management (KIM) efforts exist on the same spectrum, with knowledge moving from tacit to explicit, and then content moving from unstructured to structured.
The most effective KIM efforts are those that are driven by “business” value and end user needs.
Change management and communications play a critical role in effective KIM initiatives.
FIN
D
CAPTU
RE
ACT
CONFRONTING TODAY’S KIM CHALLENGES
WHY KIM MATTERS
EXPONENTIAL INCREASES IN CONTENT.
MORE BARRIERS TO COLLABORATION AND
CONNECTIONS (ORGANIZATION,
GEOGRAPHIC, ETC).
PROLIFERATION OF KNOWLEDGE AND
INFORMATION SYSTEMS.
LESS STRUCTURE, MORE SOCIAL.
LOWER STAFF RETENTION, HIGHER LEVELS OF
RETIREMENT.
CONSISTENT PRESSURE TO “DO MORE WITH LESS.”
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
CONFRONTING TODAY’S KIM CHALLENGES SUPPORTING DATA POINTS
ENTERPRISE KIM
PEOPLE
PROCESS
CONTENT
CULTURE
TECHNOLOGY
WHAT’S WORKING AND WHAT’S NOT?
WHERE ARE THE GREATEST NEEDS AND WANTS?
WHERE ARE PEOPLE’S INTERESTS AND
PRIORITIES?
WHAT AND WHERE ARE THE ORGANIZATION’S GREATEST KNOWLEDGE/INFORMATION
ASSETS?
WHAT WILL HAVE THE GREATEST IMPACT ON THE ORGANIZATION?
WHAT WILL MINIMIZE THE GREATEST RISKS?
WHAT WILL THE ORGANIZATION BEST BE
ABLE TO ADDRESS/ACCEPT?
CURRENT STATE TARGET STATE
THE ASSESSMENT PROCESS
PLANNING INTERVIEWS INSPECTION ANALYSIS REPORTING
01
02
03
04
05
TARGET AUDIENCE SCOPE
TIMELINE GOALS
BROAD SPECTRA INTERVIEWS FOCUS GROUPS FOR SYSTEMS, CONTENT, AND TECHNOLOGIES
CURRENT STATE TARGET STATE
BENCHMARKING GAP ANALYSIS
BUSINESS CASE AND ROI
SYSTEM AND PROCESS TOURS CONTENT ANALYSES
CULTURAL FIT ASSESSMENT
DOCUMENTATION REPORTING ITERATION
EXECUTIVE PRESENTATIONS
DEFINE
DEVELOP
RELEASE
EVALUATE
ITERATE
AGILE
BENCHMARKING ITERATIVE PROCESS
WEEK = 3 DAYS OF INTERVIEWING/INVESTIGATION + 2 DAYS OF ANALYSIS AND REPORTING
EFFORT COMPRISED OF TWO WEEK SPRINTS TO MAXIMIZE
STAKEHOLDER ENGAGEMENT AND BUY-IN.
SEGMENTED STRATEGY AGILE DESIGN AND DEVELOPMENT
Workstreams dividing work by concept area (People, Process, Content, Culture, Technology).
Discrete tasks each with actions, owners, business value, and measurable success criteria.
OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
KM-3
S-6
CM-1
INT-1
20172014 2015 2016
KM-1KM-2
KM-4KM-5
KM-6: Implement Business Processes
KM-8: Implement Comm and Change Mgmt Plan
KM-9: Measure and enhance business processes
S-1: Search POC S-2: Select Search
Third Party POCs S-4
S-5: Design Search
S-8
S-16
S-17: Search Governance
S-18: Manage Taxonomy and Enrichment ProcessS-9: Design Tax Bus. Taxonomy
S-7: Search Gov.
S-10
S-11: Develop Tax Specific SearchS-12 3rd Party Index
S-13: Dev Topic PgS-14
S-15: Implement Tax Mgmt Tool
CM-8: TrainingCM-9
CM-10: Implement Content Governance
INT-2: Map KMINT-3 INT-4 INT-5: Int Strat
INT-6: Tax PagesINT-7: Imp. Integrations INT-8: Support Integrations
CM-2: Content Inv.C-3: CMS POC
C-4: Cont. Auth, Wkflow CM-5: Cont. Types CM-7: Implement CMSCM-6: Cont Gov Plan
KIM efforts work best when results are shown often.
Naviga&on
Findability
Taxonomy&Tags
SearchFunc&onality
TypesofContent
Content
FormatofContent(byType)
ContentWorkflow
(Crea&on,Edi&ng,Archiving)
UsersandGroups
Access/Permissions
ContentManagement
Collabora&on
Func&onality
Apps
Integra&on
ColorsandStyles
LookandFeel
Images
©EnterpriseKnowledge,LLC
BEST PRACTICES FOR STRATEGY AND COMMUNICATION
ASSESS PROGRESS AND ADJUST
UNDERSTAND THE KIM BUSINESS DRIVERS
PUT KIM IN TERMS RESULTS
LEVERAGE AN ITERATIVE APPROACH
ACTIVE COMMUNICATE AND DIALOGUE
CHANGE MANAGEMENT & COMMUNICATIONS
CUSTOMIZED/SPECIFIC
FOCU
S O
N V
ALU
E TO
AU
DIE
NCE
WHAT WE’RE GOING TO DO.
WHAT ARE YOUR NEEDS/PRIORITIES?
BENEFIT TO THE AUDIENCE.
WHAT WE’RE GOING TO DO FOR YOU.
BENEFIT TO YOU. HELP US UNDERSTAND YOUR NEEDS, WE WILL DESIGN FOR YOU, AND HERE’S THE VALUE OF YOUR PARTICIPATION.
KM’ER
STAKEH
OLD
ER
THE VALUE OF KM AND WHAT IT CAN DO FOR YOU.
MY NEEDS, FRUSTRATION, AND
WANTS.
HOW KM CAN ADDRESS YOUR NEEDS, AND WHAT I THINK I’VE HEARD AS YOUR PRIORITIES.
YES, KIND OF, NOT SO MUCH, BUT I
LIKE THAT YOU’RE ASKING.
REFINED DESIGN BASED ON WHAT WE’VE HEARD.
THIS COULD WORK, THIS PART WON’T…
I KNOW WHAT IT WILL DO AND HOW WE GOT HERE.
PUT KIM IN TERMS OF RESULTS TO THE END USER AND THE ORGANIZATION. JARGON MEANS VERY LITTLE. RESULTS MEAN
EVERYTHING.
LEVERAGE STORIES RESULTS, NOT JARGON
Findability, Discoverability
KM is an abused term and has long been infected with “ivory tower” associations.
Why do we need to address our KIM?
What is the business value?
Lift & Conversion
Organizational Alignment
Risk Mitigation & Litigation Preparedness
Compliance (RM)
Better Use/Reuse of Information What is the result?
Improved Revenues
Improved Collaboration, Strategy, Planning
Reduced Risk
Cost Avoidance
Speak in terms or real organizations and real results.
For KMS, discuss functionality over systems.
PERSONAS ARE FOR MORE THAN UI
Role
Mission
Func
tion
Gender
Tech Savvy
Bias
Plat
form
C
onne
ctiv
ity
Leve
l
Tenure
Geography
Expertise
Language Education
Age
NATIONAL PARK SERVICE
Challenge: The NPS L&D Office needed a single system to provide access to all Park Service employees, providing consistent and intuitive access to Structured, Unstructured, and Social Learning.
Solution: EK conducted a workshop methodology in order to understand business user needs and engage them in the design process. We leveraged WordPress to develop a comprehensive Learning Ecosystem, spanning multiple types of content and interactions.
Results: The tool has quickly been adopted and has widespread support for iterative improvements, guided by strong change management and governance plans.
KEY SUCCESS FACTORS User Engagement: The site replaced over 20 existing sites full of content. User buy-in was critical. We leveraged workshops from the outset to capture user feedback and design iteratively.
Change Management: EK used our workshops to create a dialogue with NPS staff so that they feel part of the process.
Measurable Success Criteria: Each area of the project has measurable success criteria to keep the project focused on the business needs. These measures also allow NPS to communicate the value of the new system.
WORLD BANK
Challenge: The World Bank Knowledge Exchange Group was seeking a lightweight Knowledge Management System (KMS) that could be deployed for government agencies with minimal burden and maximum customization.
Solution: EK developed a workshop methodology to capture design requirements while conducting knowledge transfer and encouraging adoption alongside a cloud-based, open source solution.
Results: Over the last year, EK has conducted workshops for eight agencies and deployed five instances of the KMS. Organizations including BNPB (Indonesia), NACO (India), and SBM (India) now have a simple tool to share knowledge and connect with experts.
KEY SUCCESS FACTORS Agile Development: The “template” system was developed in three sprints (total of 11 weeks). Each subsequent system is developed over two sprints.
Focused Functionality: The core system includes document uploading, tagging, expert profiles, favorites, and social interaction.
Open Source Technology: The underlying technology is Alfresco. The system is designed for minimal administrative burden, but allows for customization and personalization.
QUESTIONS?
HTTPS://WWW.LINKEDIN.COM/IN/ZACHARYWAHL
@ZACHARYWAHL, @EKCONSULTING
571-403-1109