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Enterprise 2.0 Knowledge Management
A Revolution of Knowledge in Three Parts.
This is Lisa.
Lisa works in manufactoring.
This is Brad.
Brad works in product development.
Both work for a large supplier of the automotive industry.
Lisa and Brad work6,000 miles away from each other…
… and are busy with the same problems.
They don‘t know each other.
But they should.
That‘s actually this man‘s job: Klaus is the knowledge manager.
Groupware Fileserver
Yellow Pages
Knowledge Data Base Knowledge Management Process
TaxonomiesIncentives
Klaus tried everything to bring Lisa and Brad together…
…but it didn‘t help very much.
Is that Lisa‘s or Brad‘s fault?
No.
Because both are happy to share their knowledge...
We all like to share knowledge…
…if we get the right audience.
More than 80 % of all web users who create content say that the they do it because they like to communicate and exchange information with other people.
IBM/ZEM Study „Innovation in den Medien 2008“
Positive feedback from others is important.
That promotes our status as experts.
However without an audience, we are not motivated…
…and we don‘t know the context in which our knowledge is used.
We only know what we know when we need to know it.
We always know more than we can tell and we always tell more than we can write.
David Snowden, Complex Acts of Knowing - Paradox andDescriptive Self Awareness
The old knowledge management didn‘t care.
1. Write your knowledge into a database.
2. Find an adequate level of detail.
3. Maybe somebody will use your knowledge some day. And… maybe not.
4. Don‘t spend too much of your time on this!
It‘s no surprise that Lisa has to set priorities.
I don‘t know if anybody will ever need my knowledge.I don‘t know how somebody will use my knowledge.I‘d rather take care of really important things.
The old knowledge management doesn‘t work, because it...
• …defines knowledge as a transferable good, which is centrally provided.
• …demands knowledge-sharing without providing an audience.
• …wants to manage knowledge.
Nach: Wilson, T.D. (2002) "The nonsense of 'knowledge management'" Information Research, 8(1), paper no. 144 [Available at http://InformationR.net/ir/8-1/paper144.html] Bild: http://www.cgu.edu/images/Drucker/Peter_Drucker/images/PeterDrucker016_jpg.jpg
„You can't manage knowledge. Knowledge is between two ears, and only between two ears.“
Peter Drucker
Where do we go from here?
The web enters the business…
Klaus loves the Wikipedia!
He is astonished by the huge number of blogs on the internet…
... and he jumps at his chance.
„We‘ll use a Wiki for our glossary!“
Everybody participates and together we will establish our own Wikipedia!
Chris Harrison - http://www.chrisharrison.net/projects/clusterball/
Social Software…
... makes knowledge management
successful!
WRONG!
Social Software is (unfortunately)
just a tool...
Sure it is easier, more intuitive, and looks better – but it won‘t guarantee an audience either.
Social Software in your business…1. Write your knowledge into a database, into
the wiki, a blog, [or other Social Software tool]….
2. Find an adequate level of detail.
3. Maybe somebody will use your knowledge some day. And… maybe not.
4. Don‘t spend too much of your time on this!
„But it works on the web…“
Sure, but just 1 % of all web users create the majority of content.
Quelle: http://de.wikipedia.org/wiki/Wikipedia/ Nielsen, 2006
The 90-9-1
Rule
1 % of web users create the majority of content.
9 % of web users comment and tag information.
90 % of web users only consume information.
How many of your employees are the 1%?
How many of your most important but busy experts will be part of this one percent?
?
Sorry, Klaus…
… but that is not knowledge management!
Social Media vs. Knowledge Management: A Generational War. http://enterprise2blog.com/2008/09/social-media-vs-knowledge-management-a-generational-war/
“Knowledge Management and Social Media look very similar on the sur face, but
are actually radically different at multiple levels, both cultural and technical, and are locked in an undeclared cultural war
for the soul of Enterprise 2.0.“
1. Sharing knowledge is always voluntary, no one can ever be forced.
2. We share knowledge when we have the right audience, that motivates us and creates the right context.
3. Social Software alone is not the solution to the old problems of knowledge management.
Will Brad and Lisa ever find each other?
Frank Wolf, Christoph Rauhut, Simone Happ, Christopher Buschow, Katja Dräger, Christin BüttnerThanks to: Anne Glas, Holger Günzler, Dada Lin, Jana Frommhold, Ricarda Köckler
f.wolf@t-systems.comsimone.happ@t-systems.com
http://www.t-systems-mms.com/mms/enhttp://www.besser20.de/english
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