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Describes a service framework for providing knowledge services (2006): knowledge aservices, knowledge services system, framework dimensions, service framework; report available
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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
10
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
....
14
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
15
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
16
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
17
to Content
from Production
Existing Inventory
Managers
Lost Value
Preserve Enable
Accessible Inventory
Organization Mandate
to Sharing
Management Sub-System
System
18
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
19
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
20
Outline
Knowledge Services
Knowledge Services System
Framework Dimensions
Service Framework
21
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)
22
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
23
Framework Dimensions
Content Servic
e
Scale
Infrastru
cture
Dimensions
24
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
25
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
26
Policy
Content Focus
Executive
OperationalStatistics CommunicationScience
C
Industry
Dimensions
27
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
28
Primary Dimension ?
Infrastructure
Content- organization
- management
- supply
Services
- clients
- markets
- demand
Scale
Cost of running the business
Investing in the business
Dimensions
29
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
30
Outline
Knowledge Services
Knowledge Services System
Framework Dimensions
Service Framework
31
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
32
Important Questions
Access Interoperability
Privacy Security
Information Rights
Reach
Richness
Communication Strategy
Framework
Knowledge Markets
Role, Approach
33
Organizational Role in Knowledge Markets?
Content - provider, user, intermediary
Participant - owner, manager, developer, member
Support - champion, facilitator, funding, infrastructure
Framework
34
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
35
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
37
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
38
Richness Spectrum - Processes
Distribution
Interaction
Framework
High
Low
Rich ReachMiddle
39
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
40
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
41
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?
42
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
43
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)