Km general-apr2011-smcmenemy

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


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

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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


• 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


KM goalsContent1. Data & information

knowledge2. Individuals groups3. Knowledge culture4. Take action effectively

Technology1. Frameworks that help2. Appropriate & integrated

toolsets3. Streamlined processes4. Shared activities



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


•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


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…)


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



You are hereEnterprise 2.0, Social Communications…


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


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


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?

Km general-apr2011-smcmenemy

Technology

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