Knowledge Management

Dee Anne Kotzur

About Me• Background in Logistics• Lotus Notes - 1996• Content Management – Outlook Folders 1998• Official KM title and program – 2001• Portal Manager – 2005• Knowledge Manager SEG – 2006• KM Exec Committee 2004• BS in Management • MBA in New Ventures

Background• This presentation is an interpretation of my

experiences and knowledge gained during the last 10 years

• My knowledge and experience in the realm of KM has grown through my participation in KM groups, reading books, academic coursework, and on the job learning

Agenda• Your first 90 days – Win the hearts and

minds of you stakeholders• Concepts for sense making• Building Momentum – Keys to adoption

Greatest Impact Learning

1. KM Group participation and interaction2. Technology Adoption Curve3. Whole Product Model4. Community of Practice Model

Your first 90 Days1. Gather Evidence to Build a Foundation 2. Determine Your Fit3. Expectations Yours and Theirs4. Identify the Stakeholders5. Develop a Vivid Description and Strategy6. Get Buy-In7. Leverage Low Hanging Fruit Projects8. Show results quickly

90 Day Action Plan1. Conduct interviews with Stakeholders

– Pain Points– Uncover Ideas and Innovations– Goals and Objectives– Gain Support

2. Investigate Systems in place– Define interrelationships– Get training– Develop Strategy for integration

3. Develop Images and Messaging4. Identify ways to improve collaboration and share

content more effectively5. Implement something that has value

First 90 Days - Examples

Map Flows

Lessons Learned• If you are passionate about KM

– Take time off between jobs – Don’t jump in to quickly

• Get Help– Changing jobs can be very difficult – Find a coach to help with sense making– Hire a consultant to help you– Reach out to your network and ask for a peer

review

Learning Continued• Branding is very important

– Get Marketing to own your home page• Easier to be the first KM Leader than

inherit or support and existing program• For every door that is closed, another is

opened

Concepts

Technology Adoption Curve

Crossing the Chasm

Whole Product

StandardsProcedures

ExperiencedPeople

Strategy Processes

Training

User Guides

Help Desk

KnowledgeManagement

COP Member Model

Core

Members

Lurkers

Projects to Build Momentum

Portal

Before

Portal

EmployeeNet

Performance Review Process

Conference Support

Client Team Rooms

Other Processes and Content• Tracking paid time off• Skills Inventory• Recent Win• Conference Support• Electronic Signatures• Dashboards for Sales

Questions