Knowledge Management- Hidden But Alive & Well Leveraging Knowledge at Raytheon June 30, 2004
Knowledge Management: leveraging NGO Resources
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Leveraging NGO Resources Knowledge Management: Albert Simard Presented to Workshop on Diplomacy and Negotiation Washington DC September 18, 2-13
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Describes how knowledge management supports NGO social interaction with a 4-quadrant framework: sharing, collaboration, negotiation, competition.
Transcript of Knowledge Management: leveraging NGO Resources
Leveraging NGO Resources
Knowledge Management:
Albert SimardPresented to
Workshop on Diplomacy and NegotiationWashington DC September 18, 2-13
Knowledge Structures
Fluid, unstructured
Social Structure(People)
Organized, semi-structured
Business Structure(Processes)
Rigid, structured
Technology Structure (Technology)
Knowledge Outputs
Outline
Knowledge Management
Social Interaction
Knowledge Work
Some Definitions
Knowledge: Understanding cause-and-effect relationships that help to explain and predict physical, biological, or social phenomena.
Knowledge Management: Develop and implement a knowledge infrastructure to support creating, managing, and using knowledge.
Knowledge Work: People creating, managing, or using knowledge to produce products or deliver services that achieve organizational goals.
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Knowledge Infrastructure
People
learning, motivation,
incentives, performance,
staffing, skills
Content, Services
data, records, analysis, reports, intelligence, policies
Tools
systems to capture, store, share, and process content
roles, responsibilities, authorities, resources
Governance
work routines,operations, best practices
Processes
Knowledge Management
Assets
Sharing
Work
Transfer
Infrastructure
Collaboration
Assistance
Resources Donors
Application
Stock
FlowNGO
Creation
Stakeholders
Understanding Content Content is a pattern, message, or signal embedded within data, information, or knowledge. Data are recorded, ordered symbols or signalssymbols or signals that may carry information and patterns. Information is meaning in contextmeaning in context, arising from processing, interpreting, or translating data to extract an underlying message or pattern.Knowledge is understandingunderstanding of cause-and-effect relationships that help to explain and predict physical, biological, or social phenomena.
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Managing Content
Capture: Represent data, information, or knowledge on reproducible media.
Inventory: Find, list, describe, and organize content; map to business needs, value and prioritize.
Preserve: store; provide access, search & retrieval capacity; maintain, and migrate throughout life-cycle.
Storing Content
Information technology
Network infrastructure
Database, data management
Information library, information management
Knowledge repository, knowledge management
Interfaces for entry, retrieval, & administration
Retrieving Content Access to content
Browser interface
Search engine
Extraction tools
Manipulation tools
Assembly tools
Retrieval system
Outline
Knowledge Management
Social Interaction
Knowledge Work
Social Interaction Framework
Competitiondefence or victory aggressive approach no trust secretive, hostile
GoalsCompatible Conflicting
Interests
Mutual
Autonomous
Collaborationpeer production partnership approach high trust diverse, synergistic
Negotiationmutual agreement adversarial approach nominal trust structured, formal
Sharingleverage knowledge passive approach moderate trust benign, supportive Sports
Business Military
Purchasing Contracts Merger
Conversation Posting Publication
Work Group Community Network
Sharing Attributes
Exchange content Incentives / motivationTrust and safetyOrganizational cultureContent security Individual privacyDifferent expertiseControl and hoardingLarge distances
(Autonomous interests, compatible goals)
Sense, categorize, respond
Sharing OverviewShare
Provide Incentives
Time & Place
Technology
Interact
Explicit tacit
Content
Access
Shared Content
Sharing Explicit Content Existing Content
Shared Content
Provide Incentives
engagementmotivationcompliance reciprocity
Provide Content
e-mail publishingdistributioncontent repository metadata template
Retrieve Content
web browser web portalcontent repository search enginehelp desk
Work Service
network permissioninteroperability awareness
Enable Access
Interact
telephonemeetingcollaboration e-mail Social
Business TechnologyKnowledge
Collaboration Attributes
Synergy and joint productionDialogue, conversations in groups Sharing, exchanges among peersCandor, freedom of expressionTrust, safety, honesty, opennessAgreed rules of conductDiversity, flexibility, outliersEquality, meritocracy of ideasCollective, not individual benefit
(Mutual interests, compatible goals)
Sense, analyze, respond
Collaboration Overview
Social Context
Knowledge Transformation
Technology Support
Organizational Work
Decision
Collaborate
Shared Knowledge
Collaboration - Social Context
Group Knowledge
engagement counseling feedback human resources
Work ServiceIndividual Knowledge
compliancemotivationengagement human resourcesrules & norms guidance facilitationsupport
Influence Attitudes
Affect Behavior
Foster Relationships
Evolve Culture
formationorg. learning change
enjoyment candor openness ethics altruism
participation commitment involvement creativity
trust & safety equality meritocracy synergydiversity flexibility freedom learning transparency
Social Business Technology Knowledge
Negotiation Attributes
Reaching an agreementDebate and discussion Positions and interestsBargaining and compromise Proposal and responseAttempt to establish trustWin/win vs. win/loose
(Mutual interests, conflicting goals)
Probe, sense, respond
Negotiation Overview
Preparation
Bargaining
Organization
Negotiate
AgreementCollaborate
Negotiation - Bargaining
Social Business Technology Knowledge
deception ethics emotions distrust embarrassment
negotiation servicecontent mgt.
Positionquestions assumptions unknowns uncertainty
Identify
CounterPower
Influence
Benefits
coalition leverage attack threats
multiple issues expansion total benefits contingency
losses & gains momentum justification references concessions
Revise position
Draft Agreement
new information
?
important
no
routine
Concludenegotiation serviceoffice app.agreement template
Work Service
Competition Attributes
Victory, gain, or defence Speed of analysis and action are critical No trust, secretive, misleading actionsRules: dominant, important, minimalOngoing process, requires recurring analysis
(Autonomous Interests, conflicting goals)
Act, sense, respond
Competition Overview
Negotiate
Compete
Decision
Intelligence
Action
Monitor Outcomes
Adapt
End
Competition – Action / Adaptation
Social Business Technology Knowledge
Adaptanalysis apps. synthesis apps.
Document
Store
Recommend
Authorize
Outcome
yes
no
decision
Monitorcontent acquisition knowledge mobilization
intelligence repository
office apps competition template
Intelligence
Win / Loose
Learn org. learning
Evaluate after-action review
Act resources
Outline
Knowledge Management
Social Interaction
Knowledge Work
NGO Knowledge Work (pre-activity)Work Technology Interaction
1. Understand the Context institutions, laws, economy, customs
Search, Synthesis, Office Applications, Country Database
Sharing, Collaboration
2. Know the Situation domain, resources, infrastructure, environment
Search, Analysis, Synthesis, Office Applications
Sharing, Collaboration
3. Manage Funding donors, proposals, partners, administration, reporting
Funding Marketplace, Funding Database, Office Applications
Sharing, Collaboration, Negotiation, Competition
4. Manage Contacts expertise, representatives, sources of supply
Contact Directory Sharing, Collaboration
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1. Understand the Context
Awareness (Internet, web browser, search engine)Physical Space: libraries, journals, reports, media (dated, source, reliability, objectivity, purpose, time consuming) Cyberspace: search engine, reference sites, government sites (source, current, superficial, bias, efficient)
Country Report (office applications)Corroborate with country or subject-matter expertsIntegrate content from multiple sourcesValidate in context of NGOs operations and processesReport: prepare, store in database, submit
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Institutions, Laws, Economy, Customs
2. Know the SituationEvent: domain, resources, infrastructure, environment
Monitor (existing systems)
Search (Internet, Web browser, search engine, filter)
Contact experts (directory of expertise)
Uncertainty (scenarios, sense, act, respond) Conference: participants, positions, laws, agreements, voting
(country database, voting database) Report: integrate, interpret, synthesize, report, recommend
(office applications)
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3. Manage FundingDonors: known sources, search, compatibility
(donor database, search engine, funding market)Proposals: rules, constraints, procedures, evaluation
(office applications, proposal template)
Partners/Competitors: joint submissions, proposal strategyStoring: donor information, attachments, project links
(funding database, project database)Administration: invoices, accounting, accountability
(accounting/financial application, project database)Reporting: as required, properly formatted
(office applications, financial reporting application)
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4. Manage ContactsExperts: subject, country, law…
Internal (expertise, employee database, contact info)
External (expertise, employer, name, contact info)
Representatives: international, other NGOs, governments (organization, position, role, name, contact info, links)
Suppliers: food, medicine, supplies, transport, technology(goods & services, company, catalogues, name, links)
Contact Directory: data entry, searching, management Add, change, delete, approve content
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Mobilizing Emergency Content
•Interoperability: jurisdictions, organizations, disciplines
•Integration: process, function, role, scale
•Systems: monitoring, decision support, integration
NGO Knowledge Work (post-activity)
Work Technology Interaction5. After-Action Review capture, administration, efficiency, effectiveness, outcomes
Event Database Activity Database(s) Office Applications
Sharing, Collaboration
6. Report activities projects, events, issues, accomplishments, outcomes
Activity Database(s) Office Applications
Sharing
7. Learn & Adapt individual, community, organization, change
Learning Database, Change Management
Sharing, Collaboration
8. Categorize positions delegates, organizations, countries
Voting Database Collaboration, Negotiation, Competition
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5. After-Action ReviewCapture: journal, automated input, template, multi-media
(notebooks, tape recorder, video, event information system)
Administration: process, HR practices, compliance, values
Efficiency: costs, staff, technology, time, effort
Effectiveness: milestones & deliverables, outputs, objectives Outcomes: successful negotiation, influence stakeholders, reduced risk, mitigate impacts, increase well-being
Lessons learned: what was planned, what happened, what went well, what can be improved, how to improve
After-Action Database: (office applications, interface)
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6. Report Activities
Compile content (information systems, databases)
Draft report (office applications, templates)
Review (e-mail, collaboration site, office applications)
Revise (office applications, version control)
Approve (submission & decision process)
Produce (document production application)
Store (report database, metadata)
Distribute (Web site, e-mail, mail)
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Projects, Events, Response, Accomplishments
7. Learn and Adapt
Individual: awareness, assimilate, memorize, comprehend, apply, analyse, synthesize, evaluate
Community: voluntarism, sharing, dialogue, harvesting
Organization: identify, consensus, integrate, plan, document, recommend, approve
Change: sense of urgency, establish coalition, develop strategy, engage people, empower action, early success, maintain momentum, institutionalize
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8. Categorize Positions
Compile from multiple sources (external voting data)
Analyze statistical trends and patterns (statistical apps.)
Interpret underlying context and particular situations
Dialogue with individuals (trust, role, security)
NGO Voting Database (office applications, interface)
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Delegates, Organizations, Countries
Main MessagesManaging knowledge assets leverages an NGOs capacity to do knowledge work. Social interaction includes sharing, collaboration, negotiation, and competition.Knowledge work involves both technical support and social interaction.
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E-Mail: [email protected]
http://cradpdf.drdc-rddc.gc.ca/PDFS/unc121/p536618_A1b.pdf
Knowledge Services: A Synthesis of Best Practices
Presentations: http://www.slideshare.net/albertsimard/slideshowshttp://www.slideshare.net/Al.Simard/slideshows
