© 2011 Deloitte Global Services Limited

Stan Garfield stangarfield@gmail.com

Deloitte Touche Tohmatsu Limited

KMWorld 2011 Conference

November 1, 2011 – Washington, DC

Ten Tales from the Front Lines ofKnowledge Management

© 2011 Deloitte Global Services Limited

10 Tales

1. Prima donnas

2. Point/counterpoint

3. Ask not, get not

4. Sounds of silence

5. Don't try this at home

6. You're out!

7. Fear factor

8. Location, location, location

9. Hot potato

10.Do good fences make good neighbors?

2 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

1. Prima donnas

1. Loudmouth: “My opinion is that it was so ponderous, so turgid and overweight, with practitioners so lofty, rare and insular, that it was simply crushed by its own mountainous hubris”

2. Blowhard: “Does this mean that KM means taking ‘advantage of what people know’? If so, he has a vastly mistaken impression”

3. Bully: “I have taken over control”

4. Braggart: “I am passionate about KM”

5. Egomaniac: “Am just shaking my head. You know so very little about what is going on outside your little spaces”

Nugget: Coach privately

3 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

2. Point/counterpoint

1. Certification wars

2. Monopolizing the discussion

3. Piling on

4. Transparency

5. Opposing view

Nugget: Ask for feedback in the open

4 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

3. Ask not, get not

1. One-to-one

2. One-to-few

3. Ask your neighbor

4. Won’t post, even when suggested

5. Email storms

Nugget: Link to discussions in email

5 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

4. Sounds of silence

1. Join-only members

2. Lurkers Anonymous

3. Exit tones

4. Any questions?

5. Will type, but won’t speak

Nugget: Plant questions, and allow text Q&A

6 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

5. Don't try this at home

1. Leaders don’t use the tools

2. Send email instead of posting

3. Didn’t use communities to help merger

4. Talk about social media, but don’t try it

5. Ghost blogging

Nugget: Make it easy for leaders to use the tools

7 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

6. You're out!

1. Figurehead – not!

2. What goes around, comes around

3. SIKM Leaders

4. AOK

5. The weakest link

Nugget: Don’t put off making hard moves

8 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

7. Fear factor

1. Openness, transparency, trust

2. Criticism, blame, second-guessing

3. Social media risk and blocking access

4. I don’t want to look like an idiot

5. BarCamp

Nugget: Patience, persistence, perseverance

9 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

8. Location, location, location

1. Can’t you just use a video conference?

2. Move to headquarters

3. Hub locations

4. Laptops down

5. Connect in person

Nugget: Use LinkedIn to email by location

10 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

9. Hot potato

1. Meet the new boss

2. Village idiots and weary road warriors

3. KM is dead – long live <new buzzword>!

4. Our goal is to put ourselves out of a job

5. Where does KM belong?

Nugget: Keep KM small and close to the business

11 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

10. Do good fences make good neighbors? 1. Community tradeoffs

• Open/Closed

• Global/Local

• Partners/Staff

• Sales/Technical

• Us/Them – feeling safe

2. Niche topics

3. We need our own

4. This is different

5. Talk global, act local

Nugget: What’s the harm of an outsider joining?

12 Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited13

For additional information

• Visit my web site at http://sites.google.com/site/stangarfield/• Follow me on Twitter @stangarfield• Read my book

The views expressed in this presentation are mine alone and do not necessarily reflect the views of my current or former employers.

Ten tales from the front lines of knowledge management

© 2011 Deloitte Global Services Limited

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