km general-apr2011-smcmenemy
DESCRIPTION
Introduces some basic knowledge management concepts and how enterprise knowledge management can help an organizationTRANSCRIPT
Knowledge Management 101
Sherry McMenemy
Knowledge management approach
• Incorporates information management, document management (DMS), content management (CMS), social media, integrated process management, training and social business frameworks
• Focuses on single sourcing, information sharing, knowledge capture, knowledge sharing, searchability, ease-of-use, proactive awareness and continuous learning
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Data, information and knowledge
• Data = facts, numbers and snippets without context or purpose
• Information = data organized with a context or purpose
• Knowledge = potential or realized capacity to take action
Sherry McMenemy 2011
What is knowledge management(KM)?
1. Content: The ability to turn data, information and systems into capacity and intelligence
2. Technology: An evolution of the mechanisms and strategies companies and people use to take action and respond to new situations
Sherry McMenemy 2011
Knowledge is…
Content• Concepts, methodologies• Facts, beliefs, truths & laws• What, how and why• Judgments & expectations,
insights• Relationships• Intuition & feelings • Meaning and sense making
Technology• Frameworks and processes• How data and information is
organized and managed• Repositories• Workflows• Operations• Toolsets
Sherry McMenemy 2011 5
Sherry McMenemy 2011
Maturity model
Free range•chaos•hierarchy•silos•barriers
Aware•emerging•pockets•fragile•barriers
Established•standards•benefits•culture•tech
Purposeful•integrated•flexible•value•confident
Managed•the way•ROI•critical•sustain
1 2 3 4 5
Free range
Sherry McMenemy 2011
• Different groups responsible for different types of information
• Try to make things work in their own bucket
• Different departments own different aspects of customer interaction
Why this hurts• Hard for information to become knowledge• Information management is a cost in time,
money, job satisfaction• Learning opportunities missed• Capacity to take action
is compromised• Customer experience
suffers
Sherry McMenemy 2011
KM goalsContent1. Data & information
knowledge2. Individuals groups3. Knowledge culture4. Take action effectively
Technology1. Frameworks that help2. Appropriate & integrated
toolsets3. Streamlined processes4. Shared activities
Sherry McMenemy 2011
Sherry McMenemy 2011
Need a new model
• Integrated view of doing what you do• People-centric• Flexible, responsive, iterative• Focused on tasks and business goals• Multi-source content• Less about templates, more about content
Example: internal content
Sherry McMenemy 2011
•Content guidelines•Document when, where and whom
Wiki posts, IM, code snippets,
forums
REVIEWcontent
editing in place
Intranet, search
keywords, blog post
REVIEWtesting, edits
& sign-off
Web content, tech articles,
guides, internal docs
Informal Formal
KM disciplines• Content management• Document management• Collaboration & community management• Information architecture• User interaction design• Process management• Communications• Intranet management• Terminology management• Taxonomy• Data mining• Information mapping • Learning management• Service transition• Social business & support management
Sherry McMenemy 2011
Social Content
Social Listening
Social
Interaction
Toolset
• Intranet & extranet• Knowledgebases• Search, metadata, tagging• CMS, DMS, CRM, WCMS, KCS…• Wiki, forums, blogs• Social media (Twitter, FB, LI…)• Scripting & automated workflows• Multimedia • RSS, content gathering tools• Specialty tools (ticket, project &
contact management…)
Sherry McMenemy 2011
Knowledge Mgr toolset
• Surveys, interviews• Usage reports (web, tools)• Search results and search
reports• Feedback• Community health stats• Use cases• Steering committees• Information maps• Process maps• System maps
Sherry McMenemy 2011
Sherry McMenemy 2011
You are hereEnterprise 2.0, Social Communications…
Sherry McMenemy 2011
Social business
• Strategy: make organizations more adaptable & responsive, increase revenues, reduce costs
• Tactics: – Process: when socialized, is interactive and
iterative– Community management: to ensure productivity– Technology: the tools in the toolbox
Community Roundtable Report, 2011
Sherry McMenemy 2011
More “human”
Crowd sourcing• Clear hot topics – the 20%
that matters• Better content• Fast turnaround• Crowd-sourced translation• Save $$
Storytelling• Easier to demonstrate value
and make an impression• Day in the life• Before & after• Learning through example• Gain knowledge
Sherry McMenemy 2011
Measure useful things
What (specific) content is being used? By whom? Why? What else are they using? Why? | What are the top search terms? Top terms that don’t have search matches? How much time is spent searching for stuff each week? What are people trying to DO based on these terms? | How long does it take to get content out on a hot issue? What’s the correlation between content and support tickets? | How many different people participate? Who are the top participants? | How often are conversations taking place per day? What are the patterns over time? What should you do about it? | What should you stop doing? | How many leads did content bring into the sales pipeline this month? | What’s the support diversion rate? | Do customers prefer OUR products?