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© 2007 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
Knowledge Management:Web 2.0,Social Networking,and Other Tools of the TradeStan GarfieldHP Services Consulting & IntegrationApril 23, 2007
April 23, 2007 2
My Job: Knowledge Manager
Source: Amazon.com
There’s a lot of pressure being master of all knowledge!
Test your knowledge:
1. Who was Scott Peterson’s girlfriend?
2. Where is Richmond, Michigan?
April 23, 2007 3
Answers
Source: Wikipedia
Source: Barnes & Noble
April 23, 2007 4
Preparing to be a knowledge manager• Personal interests
− Music/sports collections, events, statistics, trivia− Reading, listening to radio stations, playing bridge− Restaurant finder, social/travel director, grammarian
• Journalist− Published a hand-printed newspaper, reported, edited− Wrote obscure news and facts on the blackboard− Ran a radio station, broadcast basketball games− Published newsletters, intranets, company who’s who
list
• Computer Scientist and Manager− Wrote computer programs− Designed reusable programs, routines, operating
system− Managed computer services, consulting, marketing
April 23, 2007 5
What I do as a knowledge manager• Communicator and Storyteller
− Tell stories− Send useful email (not hoaxes, urban legends, jokes)− Publish newsletters, articles, blogs, presentations, book
• Practice knowledge management− Attributes: Caring, sharing, and daring − Activities: Share, Innovate, Reuse, Collaborate, Learn− Roles: Leader, Manager, Project Manager, Analyst, Guru− Expert: in people, process, and technology components
• All 3 Tipping Point roles− Connector: reach out, meet people, weave networks− Maven: answer man, search expert, knowledge master− Salesman: try things out, engage, persuade
Source: Malcolm Gladwell
April 23, 2007 6
Ever lost your work? Don’t reinvent the wheel!
Why manage knowledge?1. Prevent redundant effort
April 23, 2007 7
Why manage knowledge?2. Avoid repeating past mistakes
• Traveler rating: “Horrible!”
• Who: A TripAdvisor Member from Harbor Springs, MI
• My experience with this property took place in: July, 2006
• My rating for this hotel is: 1 out of 5
• Would I stay at this location again: no way!
• My comments: This is the worst hotel I've ever been in! The clerk was less than friendly, the place smelled like sour milk and mold and the room was filthy - stained sheets, dirty carpet and a mystery smell that was disturbing. I did not feel safe here. It was so bad, I checked out and paid a much higher rate at a hotel down the street.
April 23, 2007 8
Source: SIKM Leaders Community
Why manage knowledge?3. Take advantage of what others already know
• Q: Has anyone had experience implementing any type of document automation software? Essentially, this would be software that would help create reusable templates from everyday content (word docs, PDFs, etc.) with the purpose of course of reducing the manual effort of re-typing or repetitively recreating these documents.
• A: See http://www.exari.com. Document production can be driven by "intelligent" questionnaires, entry fields to feed variables, select boilerplate clauses from a library, etc. to produce PDF, MS Word editable docs, etc. Check out some of the papers and presentations on my web site http://www.orgs-evolution-knowledge.net.
System Integrators KM Leaders
April 23, 2007 9
How to Do Knowledge Management
1. Share what you have learned, created, and proved
2. Innovate to be more creative, inventive, and imaginative
3. Reuse what others have already learned, created, and proved
4. Collaborate with others to take advantage of what they know
5. Learn by doing, from others, and from existing information
April 23, 2007 10
Share• Ask for help – others will benefit from the answers
• Give help – being the white knight is gratifying
• Pay it Forward – take it from Haley Joel Osment
Source: Warner Brothers
April 23, 2007 11
Share: HP users help each other out
Source: HP
• Question: Apr 10, 2007− I have been getting
a problem when searching using Google.
− When I get the results and click on one of them it redirects me to another site and not to the selected site.
• Answer: Apr 11, 2007− You have spyware.
Use spyware removal software.
− Update to the latest signatures before starting scan.
− Your problem will be solved.
April 23, 2007 12
Innovate: basketball stats• Long
division
• Slide rule
• Calculator
• Spreadsheet
April 23, 2007 13
Reuse: how to invert a matrixWrite a computer
program:DIMENSION A(N,N),X(N,N),INDX(N),B(N,N)
DO 20 I = 1, N
DO 10 J = 1, N
B(I,J) = 0.0
10 CONTINUE
20 CONTINUE
DO 30 I = 1, N
B(I,I) = 1.0
30 CONTINUE
CALL ELGS(A,N,INDX)
DO 100 I = 1, N-1
DO 90 J = I+1, N
DO 80 K = 1, N
B(INDX(J),K) = B(INDX(J),K) -A(INDX(J),I)*B(INDX(I),K)
80 CONTINUE
90 CONTINUE
100 CONTINUE
DO 200 I = 1, N
X(N,I) = B(INDX(N),I)/A(INDX(N),N)
DO 190 J = N-1, 1, -1
X(J,I) = B(INDX(J),I)
DO 180 K = J+1, N
X(J,I) = X(J,I)-A(INDX(J),K)*X(K,I)
180 CONTINUE
X(J,I) = X(J,I)/A(INDX(J),J)
190 CONTINUE
200 CONTINUE
END
or,
Reuse someone else’s:CALL MATRIXINVERT (A,N,INDX)
• The image above, and all others in these slides, are reused from the Internet.
• Think of how much work it would take to create them.
April 23, 2007 14
Collaborate: Boy Scout Camporee
• Knot tying
• Pioneering
• Fire starting
• First aid
• Orienteering
April 23, 2007 15
Learn• Storytelling
• Reading
• Watching
• Listening
• Sense-making
• Practicing
April 23, 2007 16
Learn• Remembering how to do KM
−Learn−Share−Reuse−Innovate−Collaborate
• LSRIC , or…
April 23, 2007 17
Share what you have learned, created, and proved
Innovate to be more creative, inventive, and imaginative
Reuse what others have already learned, created, and proved
Collaborate with others to take advantage of what they know
Learn by doing, from others, and from existing information
Share, Innovate, Reuse, Collaborate, Learn
SIRCL
April 23, 2007 18
Personal Knowledge Management• Who: to contact to get and give help
• What: can and should be done with information
• When: to share information and with whom
• Where: to store information so it can be found, and where to find it
• Why: information is and can be useful
• How: to find information when needed, and how to use it
April 23, 2007 19
Knowledge Management Components
Peopleculture & valuesknowledge managersuser surveyssocial networkscommunitiestrainingdocumentationcommunications
Technologyuser interfaceintranetteam spacesvirtual meeting roomsportalsrepositoriesthreaded discussionsexpertise locatorsmetadata & tagssearch enginesarchiving
Processmethodologiescreationcapturereuselessons learnedproven practicescollaborationcontent management
classification
metrics & reporting
management of change
workflow
valuation
social network analysis
appreciative inquiry
storytelling
blogswikispodcastssyndication &aggregationsocial softwareexternal accessworkflow applicationsprocess automatione-learningsubscriptionspoints trackingreporting
knowledge help deskgoals & measurementsincentives & rewards
April 23, 2007 20
Test your knowledge: Which Web 2.0 tool would you use for each of these?Share
1. Publish your insights
2. Inform colleagues about a nugget of knowledge
Innovate
3. Improve upon a document with a group of colleagues
4. Meet new people to brainstorm and develop new ideas
Reuse
5. Find cool images to use in a presentation
6. Link to the good ideas of thought leaders, and expand upon them
Collaborate
7. Ask for help from others
8. Find a new job
Learn
9. Listen to an interview with an expert
10. Find out what the consensus position is on a given topic
April 23, 2007 21
Web 1.0: about 12 years old –Search is the “killer app“ of KM
Source: Google
April 23, 2007 22
Web 2.0: Threaded Discussions –MSU Advertising Association
Source: MSU Advertising Association
Listserv
Discussion Board
SearchEvents
April 23, 2007 23
Web 2.0: Blog –Dave Pollard: How to Save the World
Source: http://blogs.salon.com/0002007/2004/02/26.html#a642
Personal Knowledge Management
Blogroll
Tagging
April 23, 2007 24
Web 2.0: Wiki – KMBooks
Source: http://kmbooks.wikispaces.com/
I added a link to my web site
April 23, 2007 25
Web 2.0: Podcast – HP internal KM
Source: HP
April 23, 2007 26
Web 2.0: Social Networking Sites
MySpace
April 23, 2007 27
Web 2.0: Virtual Worlds – Second Life
Source: http://adcentered.typepad.com/
April 23, 2007 28
Test your knowledge: AnswersShare
1. Publish your insights - Blog
2. Inform colleagues about a nugget of knowledge - Threaded discussionInnovate
3. Improve upon a document with a group of colleagues - Wiki
4. Meet new people to brainstorm and develop new ideas - Virtual worldReuse
5. Find cool images to use in a presentation - Search engine
6. Link to the good ideas of thought leaders, and expand upon them - BlogCollaborate
7. Ask for help from others - Threaded discussion
8. Find a new job - Social networking siteLearn
9. Listen to an interview with an expert - Podcast
10. Find out what the consensus position is on a given topic - Wiki
April 23, 2007 29
Learning More: KM Home Pagehttp://stangarfield.googlepages.com/
April 23, 2007 30
Learning More: KM Bloghttp://www.hp.com/blogs/garfield
Source: HP
April 23, 2007 31
Learning More: Ark Group Reporthttp://www.ark-group.com/home/publication.asp
Source: Ark Group
April 23, 2007 32
Start Your KM Journey:Advance Your Knowledge to Transform Your Life
Source: Kathy Garfield
