Knowledge Management:A Baker's Dozen Insights

Stan Garfield

KM and Collaboration Australia 2010

22 July 2010

Contents

Collect content; connect people 5

Try things out; improve and iterate 6

Lead by example; model behaviors 7

Set goals; recognize and reward 8

Tell your stories; get others to tell theirs 9

Use the right tool for the job; build good examples 10

Enable innovation; support integration 11

Include openly; span boundaries 12

Prime the pump; ask and answer questions 13

Contents

Network; pay it forward 14

Let go of control; encourage and monitor 15

Just say yes; be responsive 16

Meet less; deliver more 17

13 things you can try right now 18

Steve Denning’s 13 Key Elements of KM 19

13 Reasons Why People Don’t Share Their Knowledge 20

13 Recommended Blogs 21

13 Blogs & Microblogs by Deloitte People 22

Contents

13 Recommended Sites 23

13 Recommended Communities 24

13 Recommended Conferences 25

13 Recommended Periodicals 26

For additional information 27

5

Collect content; connect people

• Link to repositories within discussions• Collect basic details in repositories, and connect for more• Enable search for content, discussions, and people, using formal taxonomy,

social tags, and best bets

A Baker’s Dozen Insights

Patrick Lambe

6

Try things out; improve and iterate

• Implement sooner, not later• Solicit feedback• Make improvements, repeat the cycle

Tom Davenport

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7

Lead by example; model behaviors

• Practice what you preach• Blog, microblog, start threads, and edit wiki pages• Use a KM CoP to show how to lead a community

Carla O’Dell

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8

Set goals; recognize and reward

• Set 3 goals: simple, fundamental, measurable• Consistently communicate and leverage the 3 goals• Recognize and reward those who achieve the goals

Nancy Dixon

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9

Tell your stories; get others to tell theirs

• Engage listeners• Provide real examples• Demonstrate value

Steve Denning

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10

Use the right tool for the job; build good examples

• Recommend uses for each tool• Enable use of tools• Create prototypes, mockups, and initial examples

Tom Stewart

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11

Enable innovation; support integration

• Don’t require a single platform• Encourage innovation, not redundancy• Use APIs, RSS, search, and web parts to integrate tools

Verna Allee

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12

Include openly; span boundaries

• Set the tone for a community• The wider and more open, the better• Don’t exclude people (except pontificators, spammers, trolls)

Larry Prusak

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13

Prime the pump; ask and answer questions

• Post questions on behalf of others• Redirect one-to-one messages to one-to-many• Pose questions to stimulate discussion

Etienne Wenger

SIKM Leaders Community

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14

Network; pay it forward

• Meet in person whenever possible• Share relentlessly• Ask others to reciprocate

Hubert Saint-Onge

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15

Let go of control; encourage and monitor

• Set guidelines, rely on existing codes of conduct• Communicate, encourage, trust• Monitor, garden, allow network to police itself

Clay Shirky

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16

Just say yes; be responsive

• Ask users what they want• Don’t argue• Deliver quickly

Chris Collison

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17

Meet less; deliver more

• Smaller teams are more effective• Spend time doing, not meeting• Communicate concisely and meaningfully in flexible formats

Seth Godin

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13 things you can try right now

1. Post to a threaded discussion with a link to a repository.2. Implement an idea you have been thinking about trying.3. Create a Twitter account and tweet about your idea.4. Send a thank you note to a contributor of content you used.5. Solicit stories of how reusing content resulted in a business benefit.6. Create a wiki page with a table of tool recommendations.7. Connect two groups working on the same topic.8. Invite people from three different places or groups to join a CoP.9. Take a question sent to you and post it to a threaded discussion.10. Ask someone outside your organization to present on a call.11. Write a blog post encouraging others to use a new tool.12. Solicit suggested enhancements and implement one quickly.13. Publish a newsletter which is exactly one page long.

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Steve Denning’s 13 Key Elements of KM

1. Communities of Practice2. Place (online presence)3. Help Desk4. Yellow Pages (expertise location)5. Primer (FAQ)6. Knowledge Artifacts7. Bulletin Board (threaded discussions)8. Doorway (external access)9. Demand (enhance using narrative)10. Imagination (for transformational innovation)11. Risk Management12. Values (conducive to sharing)13. Social Media (blogs, wikis, RSS feeds, etc.)

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13 Reasons Why People Don’t Share Their Knowledge (adapted from Ferdinand Fournies)

1. They don't know why they should do it.2. They don't know how to do it.3. They don't know what they are supposed to do.4. They think the recommended way will not work.5. They think their way is better.6. They think something else is more important.7. There is no positive consequence to them for doing it.8. They think they are doing it.9. They are rewarded for not doing it.10. They are punished for doing it.11. They anticipate a negative consequence for doing it.12. There is no negative consequence to them for not doing it.13. There are obstacles beyond their control.

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13 Recommended Blogs

1. Mary Abraham - Above and Beyond KM http://aboveandbeyondkm.blogspot.com/2. Shawn Callahan - Anecdote http://www.anecdote.com.au/3. Ross Dawson - Trends in the Living Networks http://www.rossdawsonblog.com/4. Andrew Gent - Incredibly Dull http://incrediblydull.blogspot.com/5. Bill Ives - Portals and KM http://billives.typepad.com/portals_and_km/6. Valdis Krebs - TNT: The Network Thinker http://www.thenetworkthinker.com/7. Matt Moore - Innotecture http://innotecture.wordpress.com/8. Euan Semple - The Obvious? http://www.euansemple.com/theobvious/9. Luis Suarez - E L S U A ~ A KM Blog http://www.elsua.net/ 10.John Tropea - Library clips http://libraryclips.blogsome.com/11. Jack Vinson - Knowledge Jolt with Jack http://blog.jackvinson.com/12.Kaye Vivian - Dove Lane http://dove-lane.com/13.Nancy White - Full Circle http://www.fullcirc.com/wp/

(The names of all people pictured in the previous slides are linked to their blogs.)

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13 Blogs & Microblogs by Deloitte People

1. Bill Barrett http://twitter.com/wjbarrett2. Curtis Conley - Discussions on KM and Collaboration http://curtisconley.com/3. Lang Davison - The Big Shift http://blogs.harvardbusiness.org/bigshift/4. Justin Franks - Social Consulting http://socialconsulting.wordpress.com/5. John Hagel - Edge Perspectives http://www.edgeperspectives.typepad.com/6. Jay Hariani and Nate Nash - e2.oh http://www.e2oh.com/7. Douglas Mazanec http://twitter.com/infoman8. Lucas McDonnell - Knowledge Connects People http://www.lucasmcdonnell.com/9. Lee Romero - On Content, Collaboration and Findability http://blog.leeromero.org/10.Ray Sims http://raymondsims.com/11. Suzy Tonini http://twitter.com/Infosourcer12.Pete Williams - Deloitte Digital Blog http://deloittedigital.blogspot.com/13.Jeff Zwier http://twitter.com/jzwier

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13 Recommended Sites

1. APQC http://www.apqc.org/portal/apqc/site2. Boris Jaeger http://www.knowledge-management-jaeger.com/3. The Bucket http://knowledgebucket.wik.is/4. Curtis Conley http://www.curtisconley.com/?page_id=745. 50 essential knowledge management sites and blogs

http://www.lucasmcdonnell.com/essential-knowledge-management-sites-and-blogs/6. Graham Durant-Law's Knowledge Matters http://www.durantlaw.info/7. Gurteen Knowledge Website http://www.gurteen.com/gurteen/gurteen.nsf/8. Kaieteur Institute For Knowledge Management http://www.kikm.org/9. KM Cyberary http://www.bhojarajug.freeservers.com/cyberary.html 10.KnowledgeBoard http://www.knowledgeboard.com/index.html11. NHS Knowledge Management Specialist Library

http://www.library.nhs.uk/knowledgemanagement/12.KNOW Network http://www.knowledgebusiness.com/13.Stan Garfield's KM Site http://stangarfield.googlepages.com

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13 Recommended Communities

1. actKM Discussion List http://actkm.org/mailman/listinfo/actkm_actkm.org2. Communities of Practice http://groups.yahoo.com/group/com-prac/3. Gurteen Knowledge Group http://groups.google.com/group/gurteen4. Interdepartmental Knowledge Management Forum (IKMF)

http://finance.groups.yahoo.com/group/ikmf_figs/5. KM4Dev (international development practitioners) http://www.km4dev.org/6. KM.gov http://wiki.nasa.gov/cm/wiki/?id=19267. KnowledgeBoard http://www.knowledgeboard.com/8. Organizational Network Analysis http://finance.groups.yahoo.com/group/ona-prac/9. Search Community of Practice http://tech.groups.yahoo.com/group/SearchCoP/10.Special Libraries Association (SLA) Knowledge Management Division

http://wiki.sla.org/display/SLAKM/11. Systems Integration KM Leaders http://tech.groups.yahoo.com/group/sikmleaders/12.Taxonomy Community of Practice http://finance.groups.yahoo.com/group/TaxoCoP/13.CPsquare http://www.cpsquare.org/

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13 Recommended Conferences

1. Australia: KM and Collaboration Australia http://www.kmaustralia.com/2. Australia: actKM Conference http://www.actkm.org/conferences.php3. Australian Conference on Knowledge Management and Intelligent Decision Support

(ACKMIDS) http://www.infotech.monash.edu.au/research/groups/km/4. Hong Kong: Asia Pacific Conference on Knowledge Management (APCKM)

http://www.hkkms.hk/5. Hong Kong: ICICKM - International Conference on Intellectual Capital and Knowledge

Management http://www.academic-conferences.org/icickm/icickm-home.htm6. Korea: World Knowledge Forum http://www.wkforum.org/7. Malaysia: Knowledge Management International Conference and Exhibition (KMICE)

http://kmice.uum.edu.my/8. Malaysia: KMICe - Knowledge Management International Conference

http://www.kmice.uum.edu.my/9. Singapore: Information & Knowledge Management Society (iKMS) Conference

http://www.ikms.org/10.Singapore: KM Asia http://www.kmasia.com/11. US: APQC Annual Knowledge Management Conference http://www.apqc.org/apqc-events12.US: KMWorld & Intranets http://www.kmworld.com/kmw10/13.US: Enterprise 2.0 Conference http://www.e2conf.com/

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13 Recommended Periodicals

1. Anecdote http://www.anecdote.com.au/subscribe.php2. Ark Group - Inside Knowledge http://www.ikmagazine.com/currentissue.asp3. Electronic Journal of Knowledge Management http://www.ejkm.com/index.htm4. Gurteen Knowledge-Letter http://www.gurteen.com/gurteen/gurteen.nsf/id/knowledge-letter5. International Journal of Knowledge Management (IJKM)

http://www.igi-pub.com/journals/details.asp?id=42886. Journal of Knowledge Management (JKM)

http://www.emeraldinsight.com/info/journals/jkm/jkm.jsp7. Journal of Knowledge Management Practice http://www.tlainc.com/jkmp.htm8. KMPro Journal http://kmpro.org/static.php?file=journal.htm9. KMWorld http://www.kmworld.com/10.Knowledge Management Research & Practice (KMRP)

http://www.palgrave-journals.com/kmrp/index.html11. K Street Directions http://www.knowledgestreet.com/About_Us/Directions/directions.html12.Melcrum - KM Review http://www.melcrum.com/products/journals/kmr.shtml13.Step Two Designs - KM Column http://www.steptwo.com.au/subscribe

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For additional information

• Follow me on Twitter @stangarfield• Read my book• Join the SIKM Leaders CoP• Visit my web site at http://sites.google.com/site/stangarfield/

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Stan Garfield

A Baker’s Dozen Insights

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