View
1.498
Download
2
Category
Tags:
Preview:
DESCRIPTION
Managing knowledge as an asset and building a knowledge transfer toolkit. Ownership and currency maintenance.
Citation preview
Improving Knowledge Management performance for advantage
Improving Knowledge Management performance for advantage
Keith De La RueAcKnowledge Consulting
Keith De La RueAcKnowledge ConsultingTuesday, 2 September 2008Tuesday, 2 September 2008
AcKnowledgeAcKnowledge ConsultingConsulting
Overview Managing knowledge as an asset
A knowledge transfer toolkit Channels for knowledge transfer
Building sharing technology for people Something old, something new…
Ownership and currency maintenance
Managing knowledge as an assetManaging knowledge as an asset
A knowledge transfer toolkitA knowledge transfer toolkit
AcKnowledgeAcKnowledge ConsultingConsulting
Business Sales Force Business Customer
s
Product &
Marketing Teams
The environment
Hundreds of
Products
Hundreds – On the road and desk-
based
Thousands
Sp
ecia
list
Sale
s
KM Team
AcKnowledgeAcKnowledge ConsultingConsulting
The KM approach Product, service and solution “know-how” Build a standard toolkit and activity program
Different media to suit different audience needs Content, communications and training in one
The iStore On-line document library
Sales KnowHow Bulletin Weekly web-based newsletter
Knowledge Bites Web and audio conference briefing
AcKnowledgeAcKnowledge ConsultingConsulting
The core asset – the iStore Everything sales staff need to know – in one
place Documents for internal & external use Multimedia content
Standard document templates Provide sales information in predictable format Also stored on iStore
Lotus Notes/Domino database Web browser access for all Hand-held device access Secure Admin access
AcKnowledgeAcKnowledge ConsultingConsulting
iStore scope 3,000+ entries 270 contributors… 370 products, services, solutions &
campaigns Average over 60,000 hits per month Multiple indexes and search
Every entry accessible by any index Anonymous reader access Subscription for weekly updates…
AcKnowledgeAcKnowledge ConsultingConsulting
Knowledge as an asset Knowledge base is an identifiable asset Critical requirement for sales success Must be up to date, accurate and
reliable… … and easy to find needed info
Availability saves time searching Need access to knowledge at the time of
need!
AcKnowledgeAcKnowledge ConsultingConsulting
Must be “business as usual” Address real business needs
Need to introduce new products and solutions
Need to equip sales force Part of standard product build process
Mandatory step in “Launch Ready” stage Adopt standardised IT support process Engage all stakeholders
Gain management support Sell benefits and promote
Channels for knowledgetransfer
Channels for knowledgetransfer
Technology for the peopleTechnology for the people
AcKnowledgeAcKnowledge ConsultingConsulting
Choosing the channels Ignore traditional distinctions
Content, communications and training End result is an informed audience
Build channels to meet audience needs Use available technology Get new technology as required
Go outside the firewall if necessary! Use “safe-fail” experiments
AcKnowledgeAcKnowledge ConsultingConsulting
The audience Sales staff, Sales Specialists, Technical
Sales Large customers: face-to-face, on the road Smaller customer: by phone, desk-based Sales specialists need more technical detail
Increasingly time-poor Need to know how to sell solutions
Focus on customer needs Income at risk, based on sales and
revenue
AcKnowledgeAcKnowledge ConsultingConsulting
Sales KnowHow Bulletin Weekly web-based newsletter Latest news on products and campaigns Notice emailed to target audience
Only read items of interest Front page has 50-word summary
Click through layers to detail Suits time-poor audience
AcKnowledgeAcKnowledge ConsultingConsulting
Knowledge Bites Weekly audio and web conference
Two 10-minute “bites”, with Q&A Introduced and managed by KM team Presentations delivered by SMEs
Slide pack loaded to iStore Audio edited and loaded to iStore Enhanced subscription service
Provides ‘podcasting’ Suits time-poor audience
AcKnowledgeAcKnowledge ConsultingConsulting
iKnowItAll Quiz Online interactive quiz
Flash-based, with question database management
Fun learning Simple questions
Multiple choice, true/false, perfect match Source document supplied Ideally suited to desk-based staff
Used as a team sport!
AcKnowledgeAcKnowledge ConsultingConsulting
Other tools eLearning (iBrief)
Online Suits desk-based staff
Scripted audio and video (ProductStream)
Online Suits desk-based staff
Audio CDs (iRadio) For on the road staff Replaced by Knowledge Bites audio
Ownership and
currencymaintenanc
e
Ownership and
currencymaintenanc
e
Accountability,
behaviour and
engagement
Accountability,
behaviour and
engagement
AcKnowledgeAcKnowledge ConsultingConsulting
The contributors Product Managers, Marketers, SMEs Increasingly time-poor The “Ivory Tower” syndrome
Knowledge “hoarding” Interested mostly in products and solutions
Want to provide lots of detail! More accountable for costs than sales Not usually hired as communicators Focus only on own product
AcKnowledgeAcKnowledge ConsultingConsulting
Contributor accountability Self-service
Contributors load and own all content Every entry must have one accountable owner
Manage entry status, currency and validity Draft, Published, To be deleted
Guides and training provided Including eLearning modules
Control hand-over as required… Job changes Extended leave
AcKnowledgeAcKnowledge ConsultingConsulting
Regular reviews All entries have a 90-day timer “Entry last updated” date displayed Auto review reminder emails to
contributor Update, republish or delete
Automatic archive at 90 days Contributor advised Entry visible, but attachment not accessible
Entries may be deleted if archived > 2 weeks
AcKnowledgeAcKnowledge ConsultingConsulting
Extended currency management Attachment currency critical
Separate “file last uploaded” date tracked Attachment age checked at each review
If attached file more than six months old: Contributor asked to confirm content review Confirmation logged & copy sent to manager
If attached file more than twelve months old:
Monthly scorecard sent via senior management
AcKnowledgeAcKnowledge ConsultingConsulting
Sales input and awareness All entries have feedback form
Messages go to contributor Available for archived entries
All entries have “five-star” rating The audience is part of currency
management Messages logged on Admin interface…
AcKnowledgeAcKnowledge ConsultingConsulting
Administration Monitor entry status on Admin interface
Provide reporting Monitor email failures and responses
Identify and follow up staff movements Intervene as required
Phone calls to recalcitrants Provide training and help
Engage the community Quarterly emails to contributors
AcKnowledgeAcKnowledge ConsultingConsulting
Other considerations Management support critical Need “WIIFM” factor Rewards & Recognition program
Depends on organisation structure & budget Build into KPIs (Key Performance
Indicators) A “Knowledge points” system Depends on organisation structure
AcKnowledgeAcKnowledge ConsultingConsulting
An open policy "Knowledge can only ever be volunteered;
it cannot be conscripted" David Snowden
Make it as easy as possible to share knowledge
Simple, web-based entry form Same form for creating and updating Upload attachment
Author chooses index categories Mandatory meta-data
AcKnowledgeAcKnowledge ConsultingConsulting
Be afraid! A completely open system Anyone can create, update or change
Open access to all No log-in required But identity captured and audit trail kept
Risk of incorrect information Never eventuated
Trust a critical element The heart of Web/Enterprise 2.0 Trust has been consistently honoured
AcKnowledgeAcKnowledge ConsultingConsulting
Summary Build a broad-based toolkit Make it "the way we do things around here“
Know the business and meet the needs Know your audience and contributors
And how they operate Manage currency and accuracy
Address accountability, behaviour and engagement
Exercise trust, and make it as easy as possible
Human issues come before technology!
Thank You!Thank You!
keith@delarue.net 0418 51 7676
Blog: Blog: http://acknowledgeconsulting.com/
keith@delarue.net 0418 51 7676
Blog: Blog: http://acknowledgeconsulting.com/
Recommended