| workshop #11 | knowledge portals: converting information overload into knowledge-on-demand a case...

| workshop #11 |

Knowledge Portals: Converting Information Overload into Knowledge-on-demand

A case study of the design and development of a knowledge portal at Cisco Systems

John SchnebleNew Business Manager

Nettie LongiettiKnowledge Project Manager

VisionCor

VisionCor

| agenda

• Who is VisionCor and what we do

• Defining knowledge management (KM)

• Enabling vs. Facilitating KM

• “Blending” KM with information and learning delivery

• Development and implementation (Cisco Systems case study)

• Architecting a knowledge portal

|

VisionCor

| who we are

We are a consulting firm

dedicated to helping companies

provide their employees with the

information, education and

knowledge they need to

work smarter, faster.

|

VisionCor

| who we are

• Founded in 1990

• Based in Charlotte, North Carolina

• Clients include Bank of America, BroadVision, Cisco Systems, First Union National Bank

• Recognized as innovators in knowledge management and information (knowledge) architecture

|

Content Development • Policy, procedure, system and user documentationDevelopment of user-centric• Web content development and usability analysisinformation resources • Information architecture

| what we do |

Knowledge Management • Knowledge needs analysisCapturing and sharing knowledge • KM Process analysis and implementation and expertise • Web-based KM design and development

E-Learning • Computer/Web-based training Enabling anywhere, anytime• Live e-learning (net conferencing)learning • Learning portal design and development

Knowledge Portals • Integrated Knowledge ArchitectureTM

Web-based information, education, • Object-oriented approachand knowledge resource • Knowledge cultivation processes

VisionCor

| knowledge portal imperative |

Companies are realizing:

• Competitive advantages are becoming difficult to sustain.

• Success depends on the performance of people–for companies to work smarter, faster, employees must work smarter, faster.

• Shortcomings in traditional training and reference materials.

• Intranet implementations have led to information overload.

VisionCor

| the value of blending KM, information and learning

|

Productivity improvement

Employees have a single, on-demand resource for their information, education and knowledge needs.

Maximized learning effectiveness

Training is supported by relevant “real world” knowledge, in the form of expert advice, lessons learned, best practices, case studies and etc.

Shortened time-to-proficiency

New hires have a clear path to training, corporate resources, and invaluable expertise.

VisionCor

“The primary goal of KM is to deliver the intellectual capacity

of a firm to the individual knowledge workers who make

the day-to-day decisions that in aggregate, determine the

success or failure of a business.”

| defining knowledge management

|

Microsoft Corporation

“Providing the right information to the right decision-maker at the right time, thus creating the right conditions for new knowledge to

be created.”

Dow Chemical


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VisionCor

American Productivity & Quality Center

“…a business strategy, best practice transfer, personal

learning, customer intelligence, intellectual asset management…”


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VisionCor

VisionCor

“Users must look for thought leadership in choosing KM

consultants. Such thinking includes clear understanding of the linkage

of KM with collaboration and innovation. Further, thought leading

consultancies recognize that KM solutions are never out-of-the-

box."

Gartner Group


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VisionCor


“A systematic approach to capturing knowledge and

sharing it with others in the context of their work, in order to

foster innovation and drive improvements in processes and

productivity.”

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VisionCor

VisionCor

| Enabling vs. facilitating knowledge management

Enabling vs. Facilitating

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VisionCor

| enabling knowledge management

KM enablers: mechanisms for locating/sharing “knowledge”

Examples:

• “Experts” database or knowledge network

• Searchable knowledge repository

• Enterprise content/document management (ECM/EDM)

• Intelligent search (ie. Artificial intelligence)

• Discussion forums or groups

|

VisionCor

| enabling knowledge management

Shortcomings of KM enablers:

• Time and effort required to contribute knowledge

• Time and effort required to locate knowledge (search)

• No assurance of knowledge accuracy and validity

• Lack of nuance and contextual detail (genericized knowledge)

• Disconnect between knowledge and its application

• Myopic presentation of knowledge

|

VisionCor

| facilitating knowledge management

KM facilitation: Ensures the ongoing process of knowledge sharing

Examples:

• Implementing proactive “knowledge mining” practices

• Capturing role-specific knowledge, rich in detail, through expert interviews

• Establishing meaningful relationships between content

• Delivering knowledge in the context in which its used

• Ensuring ongoing knowledge validity & applicability

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VisionCor


Value to the knowledge contributor:

• Eliminates time spent answering repetitive questions

• Minimizes time and effort in communicating and composing thoughts and ideas

• Removes the burden of evaluating the usefulness of content

• Formally recognizes expertise

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VisionCor


Value to the knowledge consumer:

• Minimizes the time and effort searching for knowledge

• Eliminates the need to evaluate knowledge for accuracy

• Ensures applicability and relevance of knowledge

• Speeds up comprehension

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VisionCor

| facilitating KM: in summary |

Facilitating knowledge management:

• Maximizes the value in captured knowledge• Minimizes the burden on the end-user

The result:• Faster implementation and adoption of KM initiatives• Ensures that KM initiatives are sustained

| knowledge management life-cycle

|

To effectively facilitate KM, you must view KM as a life-cycle.This requires a thorough understanding of the knowledge needs within a role and an ongoing dedication to filling those needs.

| Integrated Knowledge ArchitectureTM (IKA)

|

Business data

Examples

Business tools

DemonstrationsExpert advice

Process guidancePerformance improvement

Resource Organizers

The IKA provides a guide for organizing content into small pieces, (knowledge objects) and building meaningful relationships between them.

The IKA is an object-oriented methodology for organizing content (information, education, and knowledge) based on how the content is used.

| Integrated Knowledge ArchitectureTM (IKA)

|

• Promotes reuse of content

• Facilitates multiple views tailored to individual needs

• Streamlines navigation for maximized user experience

• Supports dynamic content updates

• Provides reusable framework for deploying KM connections

across business units

• Technology neutral

Business data

Examples

Business tools

DemonstrationsExpert advice

Process guidancePerformance improvement

Resource Organizers

VisionCor

| case study |

Nettie LongiettiKnowledge Project Manager

The Development and

Implementation of a Knowledge

Portal within Cisco’s Customer

Advocacy Organization

VisionCor

| the client

Service and Support Managers (SSMs)

• Are a very strategic group with Cisco’s Customer Advocacy.

• Are the single service and support contact for strategic accounts.

• Each SSM supports one key customer.

• Are responsible for providing comprehensive, effective and customized support services.

• Are expected to understand and even anticipate customer needs.

• Were planning on rapidly growing their organization from 25 to 250.

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VisionCor

| before KM

Existing resources prior to web-based KM

• Other SSMs

– Email

– Discussion Forums

– Phone

• Personal contacts

• Cisco Intranet

• Management Team

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VisionCor

| resulting costs

• Reinventing the wheel (productivity)

• Improvising the wheel (consistency)

• Hoarding the wheel (competitiveness)

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VisionCor

| business objectives

Orient New Hires

• Minimize time-to-proficiency

• Develop a brand image for the role

Improve Performance

• Increase productivity

• Move through the 4 stages of professional development faster

• Increase service consistency and quality

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VisionCor

| business objectives

Facilitate Innovation

• Foster continuous process improvement

• Open all channels of communication

• Capture ideas from those working directly with valued customers

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VisionCor

| project team |

Executive SponsorSanta Clara, CA

KM Business LeadNew York, NY

Cisco ITRaleigh, NC

Project Sponsor & KM Development TeamCharlotte, NC

VisionCor

| timeline |

Quick Hits Phase 1

Phase 2 Cultivation

45 days

90 days

150 days

Projectstart

Weekly releases and updates

ongoing

VisionCor

| the knowledge object |

A Knowledge Object is both a definition and a template.

• A Knowledge Object definition identifies a set of elements that make a specific category of content meaningful, transferable and applicable.

• A Knowledge Object template provides a consistent method of capturing, formatting, displaying, and indexing content.

VisionCor

| IKATM applied |

• Best Practices• Procedures• Instructions• Checklists

Process guidance provides steps or guidelines for performing a specific function or achieving a goal.

VisionCor

| IKATM applied |

Performance Improvement resources increase individual competency and facilitate career development.

• Competency building• Planning tools• Mentoring tips• Professionalism tips

VisionCor

| IKATM applied |

Expert Advice resources represent first-hand expertise and experiences that others can apply to their work.

• Case studies• Success stories• War stories• Testimonials

VisionCor

| IKATM applied |

Example resources are the tangible end result of a work effort.

• Deliverables• Reports• Presentations

VisionCor

| IKATM applied |

Demonstration resources illustrate a process in motion.

VisionCor

| IKATM applied |

Business Tools are functional resources that provide assistance with routine tasks.

• Templates• Query tools

VisionCor

| IKATM applied |

Business Data resources represent the information or facts needed to complete a task.

VisionCor

| chain of inquiry |

How do I… ?

How did you… ?What does it look like?

Failing Components Action Plan (Example)

Crashing Local Directors (Case

Study)

Proactive Issue Management (Best

Practice)

VisionCor

| knowledge cultivation |

Content Contribution (Case Study)

Resolving Trade-In RMA Issues (Case

Study)

This is great stuff.

Knowledge Manager – review and

approval

That RMA trade-in was difficult.

I bet the rest of the team could

use what I just learned.

VisionCor

The SSM knowledge portal:

• Establishes a single source for the information and knowledge resources.

• Provides just-in-time information, aligned with SSM business processes.

• Integrates the know-how needed to maximize performance.

• Clarifies performance goals.

• Supports performance evaluation process with standardized tools and templates.

| business objectives achieved |

VisionCor

| business objectives achieved |

The SSM knowledge portal:

• Captures and distributes expert knowledge and best practices.

• Captures feedback for process and performance improvement.

VisionCor

| cross-organizational deployment |

Leveraging the architecture and object definitions/templates enabled a 50% savings in development time on subsequent portals.

VisionCor

| keys to the web-based KM game |

• Get senior management support

• Know your audience and the culture

• Begin with maintenance in mind

• Start small and deploy rapidly

• Test usability early and often

• Be prepared to define processes

• Less is more

• Focus on business results

VisionCor

| end case study |

Case study questions?

VisionCor

| the steps |

1. Define the purpose

2. Define the content

3. Define the structure

4. Validate the design

5. Develop the site

6. Enhance and maintain the site

VisionCor

| before you begin |

• Get educated

• Learn the industry

• Know the competition

• Know the mission

VisionCor

| right from the start |

• Identify the drivers, movers, shakers

• Identify the revenue streams

• Identify the factors of profitability

• Know the core values

“The organization and its culture”

VisionCor

| purpose – goals and objectives |

• Success factors

• Goals

• Objectives

“Focus on Business Results”

VisionCor

| goal vs. objective |

Goal - To be the primary information resource for the organization

Objectives:

• to decrease call-handle time 25%

• to increase accuracy 10 %

VisionCor

| purpose - audience |

Define the audience(s)

• Role

• Primary tasks

• Conduct interviews

• Identify the gaps where KM can make a difference.

“know the audience”

VisionCor

| purpose – technical environment |

• Each organization has a unique technical environment.

• What parameters do you have to work within?

• What user issues are you trying to solve?

VisionCor

| define the content |

Using the information derived from the gap analysis and expert interviews, create a content list.

The list should define these elements for each piece of content:

• How the content is used and by whom

• Type (static, dynamic, functional, transactional)

• Related content

VisionCor


Gather, Filter and Prioritize

• Meet with business and subject experts and ask them to identify other content that the organization used to complete work activities.

• Add the new items to the content list.

• When the list is complete, prioritize the content as a group.

VisionCor


Create a plan to develop and evaluate the content.

• Assign an owner to each content item.

• Establish an evaluation plan.

• Establish an initial content review cycle.

“Begin with maintenance in mind”

VisionCor


Analyze and Organize

• Begin with priority one content.

• Based on its purpose, map each content item to an IKA component.

• Within the Process Guidance and Performance Improvement Components, identify the critical tasks and processes.

“Be prepared to define the processes.”

VisionCor


Analyze and Organize

• Outline the steps and considerations for the tasks and processes.

• Compile terms that should be defined.

• Evaluate the tasks and processes with end-users and manages.

VisionCor


About Support Components

• Broaden the users perspective.

• Information is most useful in the context in which its used.

• Reduce the burden on the end-user.

VisionCor


Common Mistake: Procedures are supported by other procedures.

Why: Most KM systems do not include all knowledge components.

Consequence: Instead of clarifying an issue, providing additional information using the same knowledge component can cause more frustration.

VisionCor


Possible Support Components:

• Process Guidance

• Performance Improvement

• Expert Advice

• Example

• Demonstration

• Business Tool

• Business Data

VisionCor


Criteria to Choose Components

• Process Guidance – What’s the best way to do it?

• Performance Improvement – How can I learn more about this or do it better?

• Expert Advice – How did YOU do it?

• Example – What should it look like?

• Demonstration – Can you show me how to do it?

• Business Tool – Can you make it faster?

• Business Data – What other information do I need?

VisionCor


Support Component Questions?

VisionCor


• For each content item, record the potential support components in the content list.

• Compare and contrast the content within each IKA component.

• Create Knowledge Objects

VisionCor

| the knowledge object |

A Knowledge Object is both a definition and a template

• A Knowledge Object definition identifies a set of elements that make a specific category of content meaningful, transferable and applicable.

• A Knowledge Object template provides a consistent method of capturing, formatting, displaying, and indexing content.

VisionCor

| Knowledge Objects |

Knowledge Object Questions?

VisionCor


The Content Inventory is critical for evaluating new content and creating site maintenance processes. The elements could include:

• Elements recorded on the content list

• Knowledge object type and workflow

• Index information (author, title, owner, date stamp, review cycle)

VisionCor

| define the structure |

Create the Organizational Scheme

• Task

• Alphabetical

• Numerical

• Chronological

• Geographical

• Topical

• Role

VisionCor


Example of a Mixed Scheme

• For your city

• View calling plans

• View pricing plans

• Your account

• Customer service

• About us

• Family

• Business

VisionCor


Example of a Mixed Scheme

• For your city - Geographical

• View calling plans - Task

• View pricing plans - Task

• Your account - Topical

• Customer service - Role

• About us - Topical

• Family – Audience (Role)

• Business – Audience (Role)

VisionCor


Common mistake in creating Organizational Scheme’s:

The site’s information structure mirror the the company’s structure.

Consequence:

The site is difficult to use.

VisionCor


Considerations:

• How is the information used and what’s the fastest way to retrieve it?

• Even the best architectures will and should have some overlap.

• Balance breadth and depth

– too shallow: user is faced with too many choices

– too deep: user must make too many steps to access information

VisionCor


Organizational Scheme Questions

VisionCor


Purpose of the Home Page:

• Reveals the site’s primary function, the intended audience and its value

• Creates the brand image and creates the “priceless” first impression

• Orients the user about how to navigate the site

• Provides a gateway for log on and personalization

VisionCor


Labels must be:

• Homogeneous

• Concise and short; not ambiguous

• Indicate the type of information on the preceding page

• Meaningful to the user

VisionCor


Familiar labels:• home, home page, main, main page • search, find, browse, site map, contents, table of contents, results, keyword(s)• contact us, feedback• news, what’s new, press• about, about us, who we are, clients• help, get started, references, FAQs• submit, send, cancel, go, stop • next previous, more, back, back to top

VisionCor

| Navigational Scheme |

Navigational scheme includes:• Links to information that should be accessible from every page• Navigation within a page• Access to functional components • Search

The Users’ abilities, language, and thought process MUST be considered first and

foremost!

VisionCor

| Navigational Scheme |

• Test• Revise • Test• Revise

Make it Right for the end-users!

VisionCor

| the steps |

1. Define the site’s purpose

2. Define the site’s content

3. Define the site’s structure

4. Validate the site’s design (Usability Test)

5. Develop the site

6. Enhance and maintain the site

VisionCor

| questions? |

Questions?

Thank you for time and attention.

For additional information or copies of the presentation, contact:John Schneble

New Business [email protected]

704-554-7007www.visioncor.com

| workshop #11 | knowledge portals: converting information overload into knowledge-on-demand a case...

Documents

new knowledge

knowledge portal slide

individual knowledge

right information

relevant real world

information overload

learning delivery development

personal learning