KMworld 2014 -- day 2

Let's see what the second day (Nov 6) of Kmworld brings us:

• Nemeth gives us Social for KM Engagement from EY knowledge.

• Social program focused on: leader engagement, resourcing, awareness within sectors, personal brand building, quick collaboration on-the-go, on-boarding and getting up-to-speed, expertise location, informal team communications.
• Focus on "verified groups"
• Specific strategy for Users, Groups, and Leaders.
• Measure success across Adoption (adoption tracking, self-serve reports), engagement (quant and qual scorecards, peer comparisons, leader dashboards), value (identify and review examples of social success, link social engagement with tangible business value, collateral to debunk negative perceptions)
• Governance model:

• Keys to success: invest; WIIFM; measure, inform, drive; establish partnerships

• Next up, Sara Teitelman of PACT with Using Social Innovation to Achieve our Mission:
• NGO in DC; 3000 worldwide staff
• Old intranet with no ownership of community or content; reliance on email for collab and knowledge exchange
• KM2Learn -- processes and tools for knowledge transfer, learning, etc.
• Build on Jive and replaced SharePoint 2010

• Introduced an Innovation Marketplace
• Lessons: viral adoption is best; Community Manager is key; community should grow; identify departmental champions early; train but have self-help; mix in some fun; promote via lots of channels: email, posters, events, training, presentations.
• What is the Stanford Design School approach?

• Murni Shariff on Petronas on Institutionalizing Capability Through KM:
• Malaysia Petroleum Management (MPM) is resource owner and manager of hydrocarbon resources; 1000 staff; mainly technical groups; young staff

• Key components:
• Documents
• Explicit knowledge
• Manuals, SoPs, shared folders, DB, etc.
• Skills
• Training and practice
• Experience
• Identify trends and patterns
• Acquired over time
• Related to risk management, negotiation, forecasting
• Natural talent
• Can only be recruited
• Relationships
• Relationships with experts
• Vendors, partners, divisions, etc.
• Methods
• Procedures, processes, workflows, etc.
• Knowledge mapping to create and prioritize interventions
• Important to identify who knows what
• Institutionalizing requires People/Skills, Process, Change Management, Tools/Technology
• Tactics:
• Structured interviews with experts that are taped and shared, YouTube-like
• Identify topic and SME, develop questions
• Conduct interview
• Digitize/verify
• Publish video
• Convert into elearning format
• Track utilization
• Seconding/apprenticeship programs
• Field trips
• Onboarding
• Establish process maps including policies, procedures, methods, templates, samples
• Success story competitions

• Lessons Learned database:

• Performance metrics:
• Expert interviews -- % participation; # sessions initiated by dept
• Success story competition -- # submissions; # winning submissions
• Document repository -- # growth
• Knowledge reuse -- % videos accessed; # gaps closed; # lessons learned/success stories replicated
• Visual communication is important
• KSF: engaging and personlized; rewards and recognition; simple yet innovative; passion; relationship building; creativity
• Overall, very interesting.

• I came across something by Dexter, apparently from the FTA:

• From Monika Weber-Fahr of the World Bank Group, Innovative Learning Formats to Make Knowledge Stick:

• Restructuring to 14 Global Practice, 5 Cross Cutting Themes, One common knowledge structure
• Really focused on the "forgetting curve" for their events

• Introduced a continuum: data - information - knowledge - wisdom - change
• Forum2014: collaborative, bite-sized, practical, staff2staff, small groups, bottom-up, long-term
• Good overview of how to make a knowledge conference or event practical and sticky

• Ratings: 4 month follow up on how much your learned do you actually use; have you used what you learn (y/n)?

There were also some presentations that didn't have handy PDFs. They are all available as PPTXs.

• Jones presented Working out loud in Shell:
• Huge company; 92000 employees; 60 petabytes of information
• Needed to move from "well intentioned and guided, ungoverned hobbying" to something well governed. Looked to Fluor, Schlumberger, and Cemex.
• RoCK: Retention of critical knowledge.
• Tools: enterprise search, communities of practice, expertise finder, content validation, single point of access, knowledge repository, learning from experience, enterprise encyclopedia, performance dashboard
• Stan Garfield of Deloitte gives us KM Enterprise Adoption: How to Make it Stick:
• Links to AnswerHubs resources… looks good.
• Three goals:
• Simple, fundamental, measurable
• Consistently communicate and leverage
• Widely communicate and inspect
• Why don't people find knowledge (from Ferdinand Fournies):
• They don't know why
• They don't know how
• They don't what they're supposed to do
• They don't trust the recommended way
• They think their way is better
• They think something else in more important
• There is no positive consequence
• They think they are doing it
• They are rewarded for not doing it
• They are punished for doing it
• They anticipate a negative consequence
• There is no negative consequence for not doing it
• There are obstacles
• Ben Duffy, on Unum, gives on Change in Knowledge Management Implementations:
• He gives us some interesting stuff on how to sustain change within the organization.

• Blaire on Energizing Organizational Learning through Narrative:
• Story is the smallest unit of knowledge; narrative is the collection of story
• Turning experience to story is a key part of sense-making
• Robert Kocher of Vanguard on Improving communication and search: knowledge centers without a taxonomy:
• Use deliberate URLs
• Use title fields
• Put a descriptive paragraph at the top of each page
• Create a Description metadata field
• Create "home" pages for related content
• Create view of recent changes
• Metrics:
• Daily unique visitors
• Top pages and visitors
• Number of queries
• Top queries
• Failed queries: term or phrase, percentage abandoned