Talk at KM Brasil: People 2.0: Working in a 2.0 World
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Transcript of Talk at KM Brasil: People 2.0: Working in a 2.0 World
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David Gurteen
People 2.0People 2.0Working in a 2.0 WorldWorking in a 2.0 World
August 2008
KM Brasil
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David Gurteen
Begin with the end in mindBegin with the end in mind
• A brief history of KM
• The impact of social toolsand Web 2.0 on KM
• KM 2.0: KM goes Social
• World 2.0, People 2.0
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David Gurteen
Two early forms of KMTwo early forms of KM
Techno-centric KM People-centric KM
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David Gurteen
Techno-centric KMTechno-centric KM
• Corporate KM• Birth 1995 (Lotus Notes 1989)• Internet, Intranets, Office, E-mail • The management of
unstructured information• Database and search centric• For many organizations what
KM is about!
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David Gurteen
People-centric KMPeople-centric KM
• Pioneers– BP (Chris Collison, Geoff Parcell)– Buckman Labs (Bob Buckman)
• Personal Knowledge Management (PKM)• People Centred Knowledge Management (PCKM)• Soft tools e.g. Cops, After Action Reviews
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David Gurteen
People-centric KM ToolsPeople-centric KM Tools
• Communities of Practice• Storytelling and narrative• After action reviews• Peer assists• Retrospects• Knowledge Cafes• Open Space• Appreciative Inquiry
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David Gurteen
KM TodayKM Today
• Both forms of KM practiced• KC UK
– Collaboration– Content
• Over-hyped, underperformed• Is KM dead?• KM changing/evolving• Not driven by the traditional KM community
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David Gurteen
The DisruptorThe Disruptor
• Social Tools• Quietly evolving on the web• Roots not in KM• Social Tool thought leaders
and even KM advocates avoid the label!
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David Gurteen
Social ToolsSocial Tools
• What are social tools for?– Finding and connecting with people– Building communities– Sharing knowledge– Informal learning
• They are personal/social KM tools!
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David Gurteen
Social ToolsSocial Tools
• Weblogs• Wikis• Social book marking & tagging• Social Networking Communities• Instant Messaging/Presence• RSS Feed Readers• Micro-blogging• Podcasts, videocasts• Mashups
•Blogger•Technorati•MediaWiki•LinkedIn, Facebook•Delicious•Google Reader, Bloglines•Skype•Flickr•YouTube, Google Video•Twitter•Odeo•Slideshare•iPod•Creative Commons
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David Gurteen
The ConversationThe ConversationThe art of listening, learning and sharingThe art of listening, learning and sharing
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David Gurteen
Web 2.0Web 2.0
• The social web• The participatory web• Built around social tools• Evolved, emerged• Not planned• Not IBM or Microsoft• Open protocols• Low cost
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David Gurteen
Enterprise 2.0Enterprise 2.0
• Taking Web 2.0 into the organization• Weblogs and Wikis• IBM and Microsoft now in the game• And more …
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David Gurteen
So what does this mean for KM?So what does this mean for KM?
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David Gurteen
KM 1.0KM 1.0
• The old traditional, corporate, techno-centric command and control form of KM
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David Gurteen
KM 2.0KM 2.0
• Take– People-centric KM, PKM
• CoPs, AARs, KCafes, …
– Social Computing• Weblogs, Wikis, …
• To create– A new form of KM – KM 2.0 or Social KM
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David Gurteen
Social KMSocial KM
• Corporate• Top down• Centralised• Command & Control• Monolithic systems• Explicit Knowledge
• Personal• Bottom up• Decentralised• Distributed• Ecosystems• Tacit Knowledge
KM 1.0 KM 2.0
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David Gurteen
KM Tool ComparisonKM Tool Comparison
• Taxonomies• People Finders• Databases• E-mail• Newsletters• Discussion Forums
• Social Tagging• Social Networking• Blogs & Wikis• Instant Messaging• RSS Feeds & Readers• Blogs
KM 1.0 KM 2.0
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David Gurteen
Social KMSocial KMKM 1.0 KM 2.0
KM is extra work KM is part of my everyday work
Work is behind closed doors Work is open and transparent
People directories provide contact information
Social Networking platforms reflect who is doing what with whom
Content is centralised, protected and controlled
Content is distributed freely and uncontrolled
IT chooses the tools I use I have a choice & select my own tools
Knowledge sharing is database centric Knowledge sharing is people centric
Knowledge is captured just incase
Knowledge is naturally captured as part of one’s work
Best Practices Stories
Efficiency and productivity Improved decision making & innovation
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David Gurteen
KM is about ConversationKM is about Conversation
KM is simply the art of enabling trusted, context-rich conversations among the appropriate members of communities about things these communities are passionate about.
Dave Pollard
A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter and getting smarter faster than most companies.
The Cluetrain Manifesto
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David Gurteen
KM is SocialKM is Social
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David Gurteen
Everything 2.0Everything 2.0
Web 2.0 technologies and thinking is changing everything!
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David Gurteen
Everything 2.0Everything 2.0
• Web 2.0• Enterprise 2.0• KM 2.0
• Library 2.0• Management 2.0 • Project Management 2.0• Education 2.0• Warfare 2.0• Politics 2.0
• Manager 2.0• People 2.0• World 2.0
Credit: Hugh MacLeod, gapingvoid
ParticipationConversation
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David Gurteen
People 2.0People 2.0
People working in a 2.0 world
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David Gurteen
WE are healthy, educated and well WE are healthy, educated and well travelledtravelled
This has happened over the last 50 years.
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David Gurteen
WE have ungated access to what is WE have ungated access to what is going on in the worldgoing on in the world
The web & personal publishing such as blogs & YouTube has enabled this.
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David Gurteen
WE have a voiceWE have a voiceWE can influence thingsWE can influence things
WE are participants WE are participants WE wish to make a differenceWE wish to make a difference
Social tools enable this.
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David Gurteen
WE can no longer be lied toWE can no longer be lied to
As students, employees, consumers or citizens, we can talk openly to each
other. There are whistle blowing sites.
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David Gurteen
WE can no longer be controlledWE can no longer be controlled
WE chose who we work for!
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David Gurteen
WE can find like minds where ever WE can find like minds where ever they existthey exist
Social tools enable this what ever our interests.
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David Gurteen
WE are free to collaborate with whom we WE are free to collaborate with whom we chose about what we chose on subjects chose about what we chose on subjects
we feel passionate aboutwe feel passionate about
Social tools enable this.
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David Gurteen
WE are free!WE are free!
But with freedom comes responsibility.
The Bottom Line
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David Gurteen
Idealistic?Idealistic?
Maybe, maybe not!
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David Gurteen
World 2.0World 2.0
2.0 people working in a 2.0 world
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David Gurteen
SharingSharing
World 1.0 World 2.0
WE share information WE share knowledge
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David Gurteen
SharingSharing
• Sharing knowledge is not about giving people something, or getting something from them. That is only valid for information sharing.
• Sharing knowledge occurs when people are genuinely interested in helping one another develop new capacities for action; it is about creating learning processes.
Peter Senge
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David Gurteen
Knowledge SharingKnowledge Sharing
World 1.0 World 2.0
WE (managers) impose knowledge sharing on people as additional work
WE (all) share knowledge as a natural part of our everyday work
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David Gurteen
Knowledge SharingKnowledge Sharing
• Management tries to force knowledge sharing• Seen as additional work of little value• Rewards are ‘gamed’• With blogs and wikis people naturally share
as part of their everyday work
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David Gurteen
Knowledge SharingKnowledge Sharing
• If people need knowledge in the “context” of need it will always be shared - people will share in the context of your immediate need
• People don’t share knowledge in the anticipation that you need it - if you ask people to put it in a common data store for a possible need in the future, on the basis you might need it … it just doesn’t happen Dave Snowden
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David Gurteen
TrainingTraining
World 1.0 World 2.0
WE (managers) ensure people are formally trained
WE (all) learn socially and informally on the job
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David Gurteen
TrainingTraining
• Learning was confined to occasional formal training
• Learning is continuous and informal • Social tools are informal learning tools
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David Gurteen
On being taughtOn being taught
Personally I'm always ready to learn, although I do not always
like being taught.
Sir Winston Churchill
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David Gurteen
TransparencyTransparency
World 1.0 World 2.0
WE work behind closed doors
WE work transparently where everyone can see it
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David Gurteen
TransparencyTransparency
• Before IT it was impossible for people to share work in progress
• Today it is easy• Working transparently means we get early
feedback and can adapt more quickly• A fundamental part of natural knowledge
sharing• But old habits linger on• We need to be confident
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David Gurteen
OpennessOpenness
World 1.0 World 2.0
WE tend to be closed & defensive - not open to the ideas of others
WE are open. We welcome new ideas and feedback
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David Gurteen
OpennessOpenness
• Being open (and transparent) is a prerequisite for informal learning
• We need to let others know what we are doing (transparency) and encourage feedback (openness)
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David Gurteen
Command & ControlCommand & Control
World 1.0 World 2.0
WE (managers) control people out of fear they will do wrong
WE (managers) give people freedom in return for their accepting responsibility
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David Gurteen
The Knowledge WorkerThe Knowledge Worker
Knowledge workers are those people who have taken responsibility for their work lives.
They continually strive to better understand the changing world around them and modify their work practices and behaviors to better meet their personal and organizational objectives.
No one tells them what to do. They do not take “No” for an answer.
They are self motivated.
A Knowledge worker is
someone who gets to decide what she does each morning.
Tom Stewart
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David Gurteen
Control of InformationControl of Information
World 1.0 World 2.0
WE (managers) centralise, protect and control information
WE distribute information more freely and control it only as appropriate
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David Gurteen
Control of InformationControl of Information
• PCs, laptops, cameras, CDs, memory dongles, blogs: its no longer possible to control the storage and flow of digital information
• Anyone who really wants it can gain access• We cannot stop people from talking• Tie down the essential stuff only• Educate and trust people on the rest
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David Gurteen
InvolvementInvolvement
World 1.0 World 2.0
WE (managers) do not involve people – we do things to them!
WE (managers) involve people from pre-conception to implementation. We work together with them!
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David Gurteen
Work with People – don’t do things to them!Work with People – don’t do things to them!
Many of the familiar principles of Quality management amount to an elaboration of this simple truth: an innovative, healthy organization
requires that we work with people rather than do things to them.
Alfie Kohn
How do we better work together?
How do we make them
share?
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David Gurteen
VoiceVoice
World 1.0 World 2.0
WE talk in a stilted professional voice
WE talk in our natural voice
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David Gurteen
VoiceVoice
• Third party passive voice• Conceptual, theoretical, scientific• Stripped of context• Be ourselves; get specific; tell stories
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David Gurteen
On the professional voiceOn the professional voice
We have been trained throughout our business careers to suppress our
individual voice and to sound like a 'professional', that is, to sound like
everyone else.
This professional voice is distinctive. And weird. Taken out of context, it is
as mannered as the ritualistic dialogue of the 17th-century French court.
David Weinberger
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David Gurteen
RewardsRewards
World 1.0 World 2.0
WE (managers) motivate people with external rewards and incentives
WE recognise that loving our work is the true reward
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David Gurteen
Punished by RewardsPunished by Rewards
• Rewards punish • Rewards rupture relations• Rewards ignore reasons• Rewards deter risk taking• Rewards undermine interest
Loving what you do is a more powerful motivator than any goody including money
Alfie Kohn
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David Gurteen
Where are we?Where are we?
• Early days• Many independents
adopted 2.0 working• No question this is where
the world is moving• In 5 years we will all be
using social tools!• Exciting to many, scary to
others
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David Gurteen
The way forwardThe way forward
• Be an early adopter• Start to use the tools yourself• Pilot the tools within your
organisation• Take good advise• Learn what they mean for you
and your organisation• Cannot plan this – its emergent• Have to see where it takes us!• Have conversations with people
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David Gurteen
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David Gurteen
We are moving to a We are moving to a participatory participatory “WE world”“WE world”
Yes, we.We control the Informaton Age.
Welcome to our world.
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David Gurteen
Conversation! Questions?
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David Gurteen
www.gurteen.com
David GurteenGurteen KnowledgeTel: +44 1252 812 878Email: [email protected]
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David Gurteen
LicenceLicence
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