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<copyright>© 2009 Towers Perrin
Knowledge Management
A brand new perspective for KMVision v1.2Joachim Stroh KM Strategy
April 2010
<copyright>© 2009 Towers Perrin
Knowledge ManagementSubtitle goes here
FINAL Update v1.0Joachim Stroh KM Strategy
March 2011
Search & Discovery Search for Vantage
<copyright>© 2009 Towers Perrin
Knowledge ManagementA brand new perspective for KM
Strategy and Execution v0.7Joachim Stroh KM Strategy
May 2010
4
Email Meetings Phone IM
Fee
ds
Sto
ries
Net
wor
ks
work day
Email Meetings Phone IM Feedslisten · learn
Storiesshow · tell
Networksconnect · co-create
shift
Optimized for Communicating knowledge stocks
Optimized for Creating knowledge flows
5
Email Meetings Phone IM
Fee
ds
Sto
ries
Net
wor
ks
Your typical work day
Email Meetings Phone IM Feedslisten · learn
Storiesshow · tell
Networksconnect · collaborate
Optimized for knowledge stocks
Optimized for knowledge flows
shift
6
Learning
Formal Informal
LMS/LCMS
Teaching Social
Training
ExperienceSocial Learning
• top-down
• authoritative
• hierarchical
• bottom-up
• participative
• networked
Courses Conversations
Knowledge in ContextKnowledge Just-in-Case
Puttingknowledge
to use at the right place and time
Static knowledge asset
Dynamic knowledge asset
7
Narrowcast Multicast Broadcast SimulcastReach
Private Private Private SharedAccess
Noise Noise Noise SignalFilter
Urgent Urgent Urgent Not UrgentTime Management
Push Push Push PullPush vs. Pull
Traditional channels reach 1:1 or 1:m vs. m:n (many-to-many) for activity streams
Data is typically stored on the device or a local machine vs. shared on the server
Traditional channels usually have a bad signal:noise ratio, less so with streams
Stephen Covey’s Time Mgt Matrix puts phone/fax/email into QI, streams into QII
John Hagel’s Power of Pull explains advantages of pull over push technology
AppsA variety of apps can be downloaded on smart phones to cover these channels
© Socialcast, 2010
8
How we are getting there: Activity Streams in Context
Sales
CorporatePractice Office
CommunityCommunity
Client Client
Project Project Project Project
dashboarddesktop
Community
likelike
mobile
Past
9
Vantage
IC/Content Framework
Intellectual Capital (IC)
TMOs/Client ContactsOBI/Client Activities
Information Flow
IC RepositoriesData FeedsData Point
Knowledge Asset
Tacit KnowledgeAssociate Skill Sets
StageHuman Capital Customer Capital Structural Capital
Client/Market Intelligence Relationship Management
Emerging Business Processesand Best Practices
Expertise NetworksIdea Management
Client/Market UnderstandingClient Delivery Models
IC/P&P/TL/Brand/CollateralBusiness Understanding
Know-how Know-whyCollective Knowledge
Relationship DataSocial Analytics
Social Capital*
Social Processes Social Networks
Individual Sense Making Collective Decision Making
*The sum of the relationships associates have acquired over their lifetime in a networked organization.- Dion Hinchcliffe, The Social Organization
Service/Product Industry Account Person
10
KM Vision
ConnectTap into expertise networks and build new relationships with ease across the firm; enable new ways to present ourselves and work together to build and advance our collective knowledge; explore new ways to consume and contribute to information flows;
CollaborateProvide (mobile) workspaces for client teams to actively collaborate on work assignments; enable mobile devices to stay better connected inside and outside the firm; define new ways to process and disseminate information learned in these assignments
To transform Vantage into a go-to place to get work done by enabling four core activities: connect, collaborate, collect and communicate
CollectImprove ways to collect and disseminate our core IC (Intellectual Capital); use meta-data wisely to serve up targeted information feeds on communities and sites; create a common taxonomy to standardize on terms and queries across the firm
ShareIntegrate and simplify our content management tools and processes to allow for streamlined communications to our communities and sites;
11
Enterprise 2.0 FrameworkProviding a Toolkit to Instill Growth and to Empower Our Associates
U4U O4O
U4O O4U
Social BusinessSoftware
Mobile WorkTeams
IC/ContentRepositories
Web ContentPublishing
External SocialNetworking
External ClientCollaboration
External InformationProviders
Internet and Email/Direct Marketing
Outsidethe Firewall
Inside theFirewall
InternalContentProvidersU=UserO=Org
Publish 2.0Content Publishing
Collect 2.0Document Collection
Collaborate 2.0Team Collaboration
Connect 2.0Business Networking
Systems of Engagement
Systems of Record
12
How we are getting there: A Roadmap for E2.0
CurrentState
FutureState
*See here http://gigaom.com/collaboration/the-future-of-work-10-ways-that-the-world-of-work-will-change-in-the-2010s/** Another take on this is Social Analytics http://www.slideshare.net/dhinchcliffe/the-future-of-social-analytics-defrag-2010
FutureMilestone
FutureState
FutureMilestone
FutureMilestone
FutureState
FutureState
StartUsing It
StartPiloting It
AccelerateUsage
ExpandUsage
VendorInnovation
VendorInnovation
BUY
Start Revising It
StartSpec’ing It
BUILD
InnovationStops Here
TRACK 2
TRACK 1
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Social Software LandscapeEnterprise 2.0 as the new Interface
SocialMedia
Relations
SocialCRM
SocialMI/MR
Prospects
CustomersClients
ProvidersSuppliers
Investors
Competitors
TraditionalMedia
CRM
MI/MR
Source: based on Susan Scrupski - http://www.slideshare.net/itsinsider/enterprise-20-demystified
Enterprise2.0
Employees
Intranet1.0
Client Spaces
Ideation
Blogs/Wikis
Activity Streams
Social Networking
Policies&Procedures
SalesPortals
HRPortals
Communitiesof Practice
TeamSites
KnowledgeBases
IC
Feeds
Newsletters
Press Releases
Disqus
Podcast
YouTube
PublicationsBriefs
Prediction Mkt
SIGs
Ad-hoc Groups
BrandFirewall
14
KM/Application Framwork I
Social Media
Traditional Media
Social CRM
News Providers
Systemsof
Record
Systemsof
Engagement
Inside/OutsideFirewall
MostlyContributors
MostlyConsumers
connect collaborateOrg4Org
Social Business Software
Mobile Work Teams
User4User
communicatecollectUser4Org Org4User
Web ContentPublishing
IC/Content Repositories
buy
customize
build
configure
15
Rea
ch
SocialMedia
MarketingNirvana
MarketingWasteland
DigitalMedia
high
low
highlow
Focus
One-to-one-to-many, measured with NPS
16
How we are getting there: Information Flows
News/Info Mgt
IC Processing
Subscriptions
Intellectual Capital
Web Content
Web Content Mgt
People SearchSearch & Discovery
IC/Topic Search
Social Software
IC/Content Mgt
Social Networking
Internal News
Social Search
Blogs and Wikis
Social Messaging
Market Intelligence
Social Capital
News Content
Meta Content
Intranet Support
Internet Support
CRM/Team Support
Social ApplicationsInvest (Buy)
Expand
Consolidate
Expand
Associates
Prospects
Clients
HR/Legal Support
IT Support
60K+ docs
Content Mgt File Content
Help Desk Support
Client Search
Functions Services Content Types Support Audiences
Meta Data
Rich Media Content
Rich Media Content
File Content
17
Organizational AlignmentCreating a Flocking Behavior
% of Influential Adopters
100%
5%
Degree ofConnectedness
5% 100%
Working in isolation/ silos, no flocking behavior
Highly connected, strong flocking behavior
Birds generated with FLINT Particle System
18
People
Processes
Technology
Knowledge
Disengaged Participative Engaged
Coordinated Cooperative Collaborative
Fragmented Centralized De-centralized
In Fiefdoms Within Groups With Collective
Chart adopted from The Social Intranet, Oscar Berg, Management Consultant at Acando, Sweden
Information Flows Vertical Horizontal Networked
- Degree of Connectedness -
Low Medium High
Organizational AlignmentCreating a Flocking Behavior
19
How we are getting there: A Roadmap for E2.0
Networked
Enterprise 2.0
Intranet 1.0
HierarchicalCurrentState
FutureState
IndividualProductivity
CollectiveMind
Consume Contribute
IndividualKnowledge
CollectiveKnowledge
InformationExplosion
(d) Sociological Gap(Individual vs. Collective Mind)
(b) Behavioral Gap (Status Quo vs. Change)
(a) TechnologicalGap (1-Way vs. 2-Way)
(c) Organizational Gap(Hierarchies vs. Work Swarms*)
InformationFiltering
ConnectionExplosion
ConnectionFiltering**
*See here http://gigaom.com/collaboration/the-future-of-work-10-ways-that-the-world-of-work-will-change-in-the-2010s/** Another take on this is Social Analytics http://www.slideshare.net/dhinchcliffe/the-future-of-social-analytics-defrag-2010
20
The Long Road to Trust
People
Technology
IndividualKnowledge
connect
respond
sense
filter
create
discover
trust
CollectiveKnowledge
IndividualMind
CollectiveMind
Stages
Increase in conversations
Increase of signal-to-noise ratio
Raise ofsituational awarenessRise of
expertise networks
Tapping into informal networks and sources
create
discover
connect
filter
senserespond
trust
Increase of info flows
Awareness of the collective mind
Increase in collective decision making
1 432Social NetworkingConnecting
Social SearchFinding
Social Capital Aggregating
Social FilteringRecommending
12
6
5
4
3
7
5 Social AnalyticsListening 6 Social Processes
Deciding
21
Social Business AnalyticsSocial Filtering
How we are getting there: Changing Technology Landscape
CurrentState
FutureState
Activity Streams
2011 2012and
beyond
Idea Management
Cloud Computing
Social Business Networking
Microblogging
Cloud Platforms
Media TabletsMobile Apps
Mobile App Stores
Newsletters and Email CommunicationsFeeds/Subscriptions
Smartphones
Synchronous Communications
Passive Communications
Expertise Networks
Work SwarmsCollective Decision Making
Collective Authoring
Social Business Processes
Based on http://www.gartner.com/it/page.jsp?id=1293114 http://www.readwriteweb.com/archives/garnters_newest_hype_cycle_discuss.php
Socia
l Sof
twar
eCo
mm
sIn
fraM
obile
Team
s
22
Connecting the Workforce: Shifting the Flow of Information
urgent
strategic
Based on Steven Covey’s Time Management Matrix
important
not important
pager
instantmessaging voice
activitystreams
newsfeeds
dashboards
wikis/blogs
newsletters news
papers/magaz
watch
InformationExplosion
Distraction
Essence
Narrow
Broad
InformationFilters
EmailNotifications
23
How we are getting there: A Proven KM Platform Model
Web Sites/Portals
Applications
KM Services & Capabilities(Business Architecture)
Taxonomy & Meta-Data(Data Architecture)
TechnicalInfrastructure
Web ContentPublishing
Aggregation &Syndication
Social BusinessSoftware
Search &Discovery
Metrics &Measurement
Communication &Collaboration
News & InfoManagement
Surveys & Polling
Distribution & Campaign Mgt
IC Processing& Classification
CIS DST OBI …
TowersWatson Vantage …
Roles, Entitlement &Authorization
CorporateData Model
IC/ContentObject Model
Servers, Network & Transportation
RDBMS & DataMart
SecurityServices
DirectoryServices
streamlined for input
branded for output
← Disciplines shape operating models →
← Ontologies glue processes together →
←Applications create assets →
← Web Sites display, aggregate & personalize assets →
← Infrastructure provides the foundation →
OnePlace
24
Future State VantageCharging Four Core Functions
Submitting& RetrievingIC/Content
GrowingCommunity
Content
EstablishingMobile TeamWorkspaces
Connecting& Staying Connected
#assets #pages #spaces #relationships
