KNOWLEDGE MANAGEMENT 101 With a L&D Lens

Lyn MurnaneKnowledge Services Design Consultant

BUPA Australia

OVERVIEW

• What is Knowledge Management?

• A couple of KM mission statements

• KM in 90 seconds

• KM strategy in 60 seconds

• Learning & Knowledge

• Social Learning

• Communities of practice

• Technology• Slack demo

• The Future

https://commons.wikimedia.org/wiki/File:Hand_showing_len

s_demonstration.jpg

WHAT IS KNOWLEDGE MANAGEMENT?• What do we know?

• What have we learned?• Where do we store what

we know?• How do we make that

knowledge better?• How do we share it?

• “Access to the right information, at the right place and the right time”

A COUPLE OF KM MISSION STATEMENTS

• Accenture

• “To create a world class knowledge-sharing culture and environment that contributes to Accenture's success”

• BP

• We know what we know, learn what we need to learn, and use knowledge for sustained competitive advantage (Internal KM vision)

• “Anyone in the organisation who is not directly accountable for making a profit should be involved in creating and distributing knowledge that the company can use to make a profit” (CEO statement)

http://www.nickmilton.com/2011/12/15-example-knowledge-management-visions.html

KM IN 90 SECONDS

Nonaka’s SECI model (1991)

KM STRATEGY IN 60 SECONDS

KM Strategy

What

organisation must

know

Business Strategy

What

organisation must

do

Business Strategy

What

organisation can

do

KM Strategy

What

organisation

knows

Knowledge gap Strategic gap

LEARNING & KNOWLEDGE

Know what

• Knowledge (know-what) refers to explicit understanding about a topic that can be easily transmitted to others

Know how

• Know-how is often tacit knowledge, which means that it is difficult to transfer to another person by means of writing it down or verbalising it.

Photo credit: KM Photo courtesy-of-uthscsaedu

AN ALTERNATIVE METAPHOR

http://ohnotheydidnt.livejournal.com%2F42269065.html&ei=A4fZVMe-

IaO8mgXN4oCQBw&bvm=bv.85464276,d.dGY&psig=AFQjCNGaQOufzyxH9cwLc3lPgLasIWkDTg&ust=142362827101

9354

Learning is the skeleton

Knowledge is the muscle

CONSIDER SOCIAL LEARNING

• The 70:20:10 framework where 20% (or more) of learning is developed through with and through others from coaching, exploiting personal networks and other collaborative and co-operative actions

• Need to develop opportunities for community, collaboration, communication and leadership, and provide the tools to enable that

Social Learning Theory

https://www.learning-

theories.com/social-learning-

theory-bandura.html

https://www.linkedin.com/pulse/hey-linkedin-how-creating-social-learning

index-doug-bush%C3%A9e

COMMUNITIES OF PRACTICE

• A focus on knowledge sharing

• Experiential learning

• Innovation and problem solving

• Social – but directed

• Access to expertise

• Can have an end date

• Communities of practice are groups of people who share a concern or a passion for something they do and learn how to do it better as they interact regularly.

• http://wenger-trayner.com/introduction-to-communities-of-practice/

ROLE OF TECHNOLOGY

• A place to capture knowledge (codify)

• Allows sharing, conversing and creating across time and space

• Allows a ‘local’ experience to become ‘global’

http://www.youthensnews.com/36807/

SLACK

• https://join.slack.com/t/unlearningteam/shared_invite/MjIyMDA3MTk3NTU5LTE1MDE2NDc0OTctMTFlODk5ZWQ5OQ

SLACK 101

• Demo

WHAT’S NEXT?

• How do we better align learning & knowledge?

• How do we ‘handle’ frequent staff turnover

• More rapid global and technological changes

• How will the social workplace impact learning and knowledge

• Needs leadership

https://prjeffwilson.files.wordpress.com/2013/05/the-future-next-right.jpg

THANKYOU

• Lyn Murnane

• Knowledge Service Design Consultant

• @boffin66

• https://www.linkedin.com/in/lynmurnane/