NEXT-GENERATION COMMUNITIES OF PRACTICE

The world’s foremost authority in benchmarking, best practices,process and performance improvement, and knowledge management.

NEXT-GENERATION COMMUNITIES OF PRACTICEAn APQC/IRI Webinar

October 13, 2017

SPEAKERLauren Trees

Principal Research Lead, Knowledge Management

APQC

Email: [email protected]

Twitter: @Ltrees_KM

©2017 APQC. ALL RIGHTS RESERVED. 3

16 YEARS OF COMMUNITIES RESEARCH

20052001 2010 2011 2017

Building and Sustaining

Communities of Practice

Using CoPs to Drive

Organizational Performance and Innovation

Sustaining Effective

Communities of Practice

Positioning Communities of Practice for

Success

Next‐Generation Communities of Practice

2016

IRI APQC Virtual Roundtables:

Engaging Experts in Knowledge

Transfer, Collaboration, and Innovation

You are here


How are organizations using communities to enable knowledge transfer, collaboration, and innovation?

How have communities evolved over the past decade?

What changes have new technologies brought?

How have norms and expectations shifted?

RESEARCH QUESTIONS


FEATURED EXAMPLES

Services

Petro‐chemical

Energy utility

Life sciences

The Best-Practice

Organizations

AccentureFinancial services organization (blinded)WSP Global

Nalco WaterSchlumberger

ENGIESchneider Electric

Management Sciences for HealthMedtronicSyngenta


FOCUS AREAS

1. Strategy and Structure

1. Strategy and Structure

2. Processes, Tools, and Approaches

2. Processes, Tools, and Approaches

3. Roles and Responsibilities3. Roles and

Responsibilities

4. Promotion and Engagement

4. Promotion and Engagement

5. Measures and Value

5. Measures and Value

STRATEGY AND STRUCTURECOMMUNITY STRATEGY & STRUCTURE


STRATEGY & STRUCTURE

Communities are sharply focused on business objectives

Aligning CoP Purposes to Business Priorities at Accenture


TOP GOALS CORRELATED WITH EFFECTIVENESS



Links to organizational learning have strengthened

Syngenta positions its networks as

part of Learning & Exchange, Accelerating

Progress (LEAP) that combines CoPs with

education and capability

development

Syngenta LEAP Pillars



The one‐size‐fits‐all approach is being replaced by a moreflexible structure in which different CoP models servedifferent purposes

External

Employee only

Business‐oriented enterprise‐wide groups focused on

disciplines

Business‐oriented groups focused on long‐term projects and initiatives

Financial services organization community types

Hubs that facilitate information and document sharing

Communities of practice

Communities of purpose

Communities of interest

Knowledge centers

Groups based on demographic affiliation, networking, advice, and informal mentoring

COMMUNITY PROCESSES, TOOLS, & APPROACHES


CoPS BENEFIT FROM MULTIPLE TOOLS & APPROACHES

8 Tools and Approaches Correlated with CoP Effectiveness


PROCESSES, TOOLS, & APPROACHES

Social networking is eclipsing threaded discussion forums for community collaboration

Communities of practice

Enterprise social

Central access to relevant updates

Find expertise

Quickly share information & ask/answer questions

Long‐term collaboration &

relationship building

In‐person or virtual meetings & events

May provide validated expertise

Steward bodies of knowledge

Specific deliverables focused on

business goals

Informal, transactional

Flexible & fluid groups (often self‐forming)

Enables team, function, or cross‐functional

collaboration

Usually not focused on specific deliverables

May or may not be business‐oriented



Activity streams and connected systems provide astreamlined, cohesive user experience

Medtronic Information eXchange Schneider Electric Spice Platform

My newsfeed

Questions to answer

Colleagues

Wall posts

Followers



Additional technological developments are exerting an increasing impact on communities

Video content Mobile apps Cloud‐based platforms



Communities have gotten smarter about how they balance virtual and face‐to‐face interaction

TEN Days enable local interaction at Management Sciences for Health

At Schlumberger, multi-day combination in-person & virtual workshops “follow the

sun” to facilitate global participation

COMMUNITY ROLES & RESPONSIBILITIES


ROLES & RESPONSIBILITIES

Community leadership responsibilities are frequentlydistributed across multiple roles

Co‐leader

Co‐leader Co‐leader

Sponsor Core team

Experts

Topic leads

Content managers

Regional or functional advocates

Members


ROLES & RESPONSIBILITIES

Peer‐to‐peer networks and just‐in‐time learning havereplaced some formal training for community roles

Community Champion Enablement Track at Accenture

PROMOTION & ENGAGEMENT

COMMUNITY PROMOTION & ENGAGEMENT



Marketing has become targeted to each audience

Community Branding at Management Sciences for HealthTargeted Marketing Videos at Accenture



Social media−style marke ng is now used topromote communities

Medtronic uses national campaigns like “Go Red for Women” to raise awareness

for both communities and important causes

ENGIE has “Ask Me Anything” Yammer groups to promote its community platform



Formal rewards are combined with gamification and peer‐based recognition schemes

Best-practice organizations use profile badges to identify community experts and super-contributors

At Schneider Electric, communities can also earn badges based on activity, engagement, and value

Example from TripAdvisor

MEASURES & VALUECOMMUNITY MEASURES & VALUE


COMPREHENSIVE EVALUATIONS ARE VITAL


MEASURES & VALUE

Advanced analysis allows CoP programs to understandparticipation drivers and evaluate interaction quality

Better metrics track the quality of content and

collaboration

Segmentation reveals underrepresented groups and factors that drive

participation

Composite indices roll up metrics into simple

indicators of engagement or performance


IRI MEMBER ACCESS TO THE RESEARCH

Case studies▫ Accenture ▫ ENGIE▫ Financial Services Organization▫ Management Sciences for Health▫ Medtronic

▫ Nalco Water ▫ Schneider Electric▫ Schlumberger▫ Syngenta ▫ WSP Global

Visit pages.apqc.org/LP‐IRICoPsreport.htmlto access: Executive

summary Best practices

report

QUESTIONS

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NEXT-GENERATION COMMUNITIES OF PRACTICE

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