Enamul Haque Senior process owner, Knowledge Management Nokia

Knowledge Management (KM) and Social Media

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Today, most of the conversations happen on the web, using different social media tools. Conversations that

are stored electronically are forming knowledge nuggets, serving the world, like it has never been before. That’s the Social media era that we are

passing through. Which is changing the way we live our life & share knowledge.

Social Media vs Knowledge Management

Social media technology provides the conduit and means for people to share their knowledge, insight and experience on their terms. It also provides a way for the individual to see and evaluate that knowledge based on the judgment of others.

Anthony J. Bradley and Mark P. McDonald

Purpose is the reason people participate and contribute their ideas, experience and knowledge. They participate personally in social media because they value and identify with the purpose. They do so because they want to, rather than being told to as part of their job.

Anthony J. Bradley and Mark P. McDonald

Social Media vs Knowledge Management

Communities are self-forming in social media. KM communities imply a hierarchical view of knowledge and are often assigned by job classification or encouraged based on work duties. Participation becomes prescribed, creating the type of "mandatory fun" that is the butt of many a Dilbert cartoon and TV sitcom. Social media allows communities to emerge as a property of the purpose and the participation in using the tools. This lack of structure creates the space for active and innovative communities.

Anthony J. Bradley and Mark P. McDonald

Social Media vs Knowledge Management

It’s no longer about storing knowledge

It’s about knowledge That you need JUST IN TIME

Formal and informal knowledge network

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Formal Knowledge network

Quick answers from real experts

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1980’s: Call Centre

1990’s: Contact Centre

Today: The Cloud – Self Service

Customers are turning to the cloud

Follow the experts

and learn from them

Knowledge on sale

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More than 1,000 companies have joined a waiting list to use the data, compiled from around 250 million Tweets a day!

Datasift searches through 250 million Tweets a day. It is one of two companies so far offered access to Twitter's 'firehose' - all the information that flows through the site

What are they selling?

Why are they selling?

Why it’s so demanding?

Nokia on Facebook

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Strong Social media presence is vital important to increase customer knowledge about

products

KM is something that we do

© 2011 Nokia Company Confidential Social Media and Knowledge Management by

Enamul Haque 11

That’s knowledge used/re-used

It’s transparent & always there

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The most used tool by school administration is

Facebook, with a 98% take-up. Twitter and LinkedIn

were not too far behind in terms of popularity among

school administrators.

Content capture towards a knowledge enterprise

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© 2011 Nokia Company Confidential Social Media and Knowledge Management by Enamul Haque

Chief executive Thierry Breton said he would stop all emails between Atos Origin employees by instead using new collaboration and social media tools Way to open

knowledge sharing culture and build a

knowledge enterprise

Innovation gets rewarded

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Organizational know-how

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There is little doubt that we have entered the knowledge economy where what the organizations know is becoming more important than the traditional sources of economic power – capital, land, plant and labor – which they command.

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Content is the king

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“You can lead a horse to the water, but you cannot force him to drink”. A leader is needed in every community to lead the people in the right direction and make sure that there is fresh water to drink (content)”.

Content should make a difference!

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