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Knowledge ManagementKnowledge Management
Israeli Chamber of Information Systems Analysts
December 5th, 2001
Shimon Barak
AgendaAgenda
Knowledge Management – What it is? What it is not?
Some issues in implementing KMEnterprise PortalCommunitiesTools...
When you say KM, you mean:When you say KM, you mean: Knowledge Management?
– Remember: it is about knowledge but about management also Information Management?
– Information before Knowledge Document Management?
– To begin with A big repository of everything with a search engine on top of it?
- Will you get the result you wanted? A Web site with links (Portal or not)?
– Let be organized
What is Knowledge
We have a knowledge about a subject when we know the subject ourselves or we know where we can find information about it.
Knowledge is about connecting people that need information to people that have this information
KM involves:KM involves:
Collaboration
Processes
Incentives Change Mngt
Culture
Best Practices
Communities
Portal
Search
Taxonomy
Knowledge Management
...... ......Content Mngt
Do we know what we know?
“If only we knew what we know, we would
be three time as profitable.” HP CEO
Lew Platt
KnowledgeKnowledgeExplicit / Tacit Explicit / Tacit
KnowledgeKnowledgeKnowledgeKnowledge
Explicit = 10% Explicit = 10% Tacit = 90%Tacit = 90%
Tacit knowledgeis the unspoken
expertise of individualsand teams (courses,
experience, ideas….)
Tacit knowledgeis the unspoken
expertise of individualsand teams (courses,
experience, ideas….)
Explicit knowledgeis shared or codified(Internet, documents,
help, e-mails…)
Explicit knowledgeis shared or codified(Internet, documents,
help, e-mails…)
Where is the Information?
E-mail VoiceFax
News Documents, graphics, presentations
Web Sites
Databases
Explicit KnowledgeExplicit Knowledge Tacit KnowledgeTacit Knowledge
InsightsWisdom
??
Biggest Problem We FaceBiggest Problem We Face
Information Overload
IT as the Sorcerer’s Apprentice
Thanks to IT, Information and knowledge have moved from scarcity to abundance
but more is not necessary better
Our personal time and attention has become the critical resource of the knowledge economy
and therefore needs to be carefully allocated
But IT still sees its role primarily as delivering more power, more bandwidth, more data
thereby making the problem worse
Explicit Knowledge- Dangers!
Abundance of information
Information not updated
Hard to reach the right information
Every site look different
People don’t know about existing information
Knowledge ManagementKnowledge ManagementMust change with the timesMust change with the times
Qualifications
THE VIRTUAL EMPLOYEE
OTHER EXPERIENCEDEMPLOYEES
FIELD SUPPORT
PERSONAL FILES
ELECTRONIC KNOWLEDGE BASES
Skillsets
Insights
Tools anddiagnosticsConsistent
methodologies
AlliancesCorporatelearnings
THE “EXPERT”
Analytics
Diagnostics
LessonsLearned
Information
Presentations
Reports
PrivateNetwork
Tacit Knowledge
The old model of “Knowledge is Power Lone Ranger” with personal expertise
The “virtual employee” -- access knowledge anytime, anywhere
Obstacles to Knowledge SharingObstacles to Knowledge Sharing
Corporate Culture Change
No Time / People/ Budget (זאת)
No Knowledge Strategy
NIH - Not Invented Here Syndrome
Employee recalcitrance
Why people are ready to share?Why people are ready to share?
Reciprocity– If I share, people will share with me and it will help me
to know more
Repute– If I share, people/managers will know me... and it will
help me to be promoted
Altruism– I am always ready to help. (yes, there are some strange
people)
Knowledge Oriented Knowledge Oriented ProcessesProcesses
Document Management
Internet
Intranet (Undernet)
Help Desk
KM GoalKM Goal“Bringing the right information to the right people
on the right media at the right time”“Bringing the right information to the right people
on the right media at the right time”
Right Right InformationInformation
Right Right InformationInformation Right PeopleRight PeopleRight PeopleRight People
Right MediaRight MediaRight MediaRight Media Right TimeRight TimeRight TimeRight Time
Short, long, deepShort, long, deep
Managers, programmers,
technical people, marketing people, ...
Managers, programmers,
technical people, marketing people, ...
Intranet, e-mail, phone, person,
meetings, ...
Intranet, e-mail, phone, person,
meetings, ...
Immediately, good to knowImmediately, good to know
The 3 Elements of Knowledge The 3 Elements of Knowledge InfrastructureInfrastructure
Corporate KnowledgeInfrastructure
1. Culture
For a knowledge sharing environment
1. Culture
For a knowledge sharing environment
2. Technology
Hardware, software, network, etc.
2. Technology
Hardware, software, network, etc.
3. Processes
Knowledge reliant business processes
3. Processes
Knowledge reliant business processes
KM CultureKM CultureCorporate Management SupportKM Steering CommitteeCorporate KM TeamSpending Time on KMIncentivesCommunities of Interest
CKOs CKOs –– Who are they? Who are they? Evangelists
– Have the passion, believes that KM is the answer Entrepreneurs
– Driven to build something new, willing to take risks Persuaders
– Use the arts of influence: reciprocity, commitment, consistency and gentle deference
Communicators– Pursue multiple means of communication: meetings, newsletters, e-
mails, one-to-one conversations... IT Savvy
– Understand the capabilities of IT
A Portal A Portal –– What we need? What we need? Personalization Search Categorization Site Map Push Pull Subscribe and Alerts Security Content Management Application integration
KM ProductsKM Products Sharepoint Broadvision Web Sphere Oracle Plumtree Vignette Brio Commugen ... (Babylon)
Communities Communities
Communities of Interest/ Practices People who:
– Have a same interest– Trust each other– Have a place to collaborate
Virtual places– E-mail, discussion groups, chat, collaboration
products... Physical places
– Meetings, conferences, phone, ...
The Knowledge Transfer in a Conference
The conference
The Participants
The central team
The central team to the participants
The participants to the central teamThe participants between them
Building a ServiceBuilding a Service
Who needs it?– They really need it?
Who asked for it?– Are they the right people to ask for it?
High Management approval– Is it according to the company business
targets? Who will update the information?
– Think again! Are you sure? Who will use the information?
– Think again! Is it what they want?
Building the best service Building the best service –– They don They don’’t t use it. Why?use it. Why?
They didn’t participate in the design and were not in the loop.
They don’t have the time It is not friendly enough Bad response time It is not within the environment they use to
work in “The token didn’t fall” Change Management ....
ImplementationImplementationExplain what KM isEnsure participantsEnsure updated informationEnsure that people share
their knowledgeEnsure that people use
the knowledgeHelp if needed
Change ManagementChange Management
People
Processes
Technology
What have we learned?What have we learned? See the big picture, begin small with an appropriate
service which can be a good example for others. Show working services.
Not everything can be written in documents. Put links to experts, allow collaborations, meetings…
KM is not only technical (needs culture and processes) but no KM without a technical environment (Enabler).
Use counselors – but … Push , Push & Push. Don’t give up. “Show your
enthusiasm” (Larry Prussak)
