Kmrm E20 Presentation Outline
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The document presents a 2009 KPM symposium outline discussing the integration of Enterprise 2.0 (E2.0) concepts in knowledge management (KM), emphasizing the transition from traditional KM practices to more collaborative and dynamic web-based tools. Key topics include the evolution of the internet, the importance of social computing, and case studies demonstrating the application of E2.0 to enhance employee engagement and organizational culture. The document also provides strategies for adopting E2.0, focusing on creating a knowledge infrastructure and fostering a culture of openness within organizations.
Kmrm E20 Presentation Outline
- 1. “Using Enterprise 2.0 in KM” Make it Real. (Out of KM 1.0 theory and into an everyday business setting.) Take it Home. (Links to resources on the KMRM website.) 2009 KPM Symposium Presentation Outline: I. Introduction to WEB 2.0: a. Question audience: “What is your understanding of 2.0; BOK is using it in their Free Checking 2.0 ad campaign.” b. KMRM answer: “Original purpose of “?.0” was to indicate program and software updates. Web 2.0 is not an update to the web, it’s an update in understanding of the new way the web works and new ways you can use it. It makes the web collaborative, i.e. something to embrace instead of something that imposes information. c. Web 2.0 thinking began in 2004 by Tim O’Reilly of O’Reilly Media, Inc. at the Web 2.0 conference. Internet was evolving. Article is referenced on the KMRM website blog posting for the KPM Symposium. i. Web is changing from static to dynamic web pages; less like reading a brochure; now users have more interaction with the platform. ii. Enterprise 2.0 (E2.0) takes tools of Web 2.0 and concepts of KM into everyday business; new tools make collaboration easier and less imposed or outside of everyday work. iii. E2.0 term coined in 2006 by Andrew McAfee, Assoc. Professor at Harvard Business School. d. Briefly go over outline of the balance of the presentation so they know what to expect: i. Is KM dead? ii. A modern‐day “tale” case study iii. Social computing iv. Ideas to Make it Real. Take it Home v. Questions, brainstorming, collaboration SEGUE: In the spirit 2.0: let’s turn this into a collaborative discussion.
- 2. KMRM Consulting, LLC presentation for 2009 KPM Symposium “Using Enterprise 2.0 in Knowledge Management” 2 II. Is KM dead? (We pondered this while preparing for this presentation. Snowden & Prusak interview suggest KM is in transformation; being re‐thought; and returning to the “real” KM.) Video is referenced on the KMRM website blog posting for the KPM Symposium. a. Question audience: “Is KM dead? Yes or No?” b. KMRM answer: If yes, why are you here? If no, why is this being questioned by KM leaders around the world? c. Question audience: “How many can articulate what “KM” is to clients or peers? d. KMRM answer: “If selling the concept of KM, we ought to be able to articulate what it is.” i. Traditional KM (or KM 1.0) 1. Heavy focus on TECHNOLOGY: traditional knowledge capture tools are used, including content management systems, ERP systems, taxonomies, groupware, server files, directories; basically volumes of unused vaults of information. Often these systems were imposed and they may or may not be used. Perhaps why KM is dying?!? a. KM 1.0 didn’t care b. KM 1.0 doesn’t work because knowledge is NOT transferable 2. The real KM is PEOPLE, process and technology. In KM 1.0 the human element was almost always missing. ii. Enterprise 2.0 can help better explain & accomplish KM. It allows your organization to embrace it; it provides a collision of abstract theory with everyday business. We’re giving you a way to “Make it Real. Take it Home.” e. TECHNOLOGY. KM 1.0 is no longer practical in the 21st Century because it’s no longer about storing knowledge, but about knowledge just in time. f. PEOPLE. Web 2.0 enters the business world; beginnings of Enterprise 2.0 SEGUE: How we used INNOVATIVE solution for our client. III. A modern‐day “tale” case study: a. Story i. Client request = KM 1.0 to document processes. They thought they knew what they wanted, They started with a business problem. Ultimately, we found the solution using a Web 2.0 tool and involved employees to enable processes to become dynamic. 1. The client “thought” they were being innovative with KM 1.0 techniques by documenting intangible knowledge into tangible knowledge by way of static documented business processes, e.g. printed notebooks and digital copy on internal server. KMRM.com • P.O. Box 33055 • Tulsa, OK 74153 • Michelle Farabough, 918‐633‐0825 • Ken Lewis, 918‐691‐1154
- 3. KMRM Consulting, LLC presentation for 2009 KPM Symposium “Using Enterprise 2.0 in Knowledge Management” 3 2. Information would have only been accessible IF someone could find the information while they were at work. Updating the information seemed unlikely. ii. TECHNOLOGY. We proposed a Web 2.0 technology (wiki); client was reluctant iii. PEOPLE. Segue to specifics of social computing and E2.0… from data‐ centric to people‐driven applications, e.g. how people use data b. Culture 1.0 i. The vice president (VP) of solutions didn’t think he needed to embrace the wiki because he believed his department was already transparent and adequately sharing information. However, for example, the VP of engineering needed costing information not already made available. The VP of solutions said, “Tell me which information you want us to make accessible, to which the VP of engineering said “I don’t know what I need until I need it and by then I don’t want to have to wait for it.” ii. TECHNOLOGY. This was the beginning of the bridge to E2.0 and use of Web 2.0 technologies into the daily work‐life. We encouraged the use of the wiki for project management, meeting agendas, project kick‐off notes, materials delivery updates, scheduling milestones, etc… iii. PROCESS/ORGANIZATION. Important to make E2.0 part of everyday! 1. Example: Worker in shop created an engineering solution that otherwise wouldn’t have happened if the communication of information was via email or meeting or standard 1.0 ways of doing business instead of on the wiki. The traditional hierarchy dictates that the shop worker doesn’t need to know the information. iv. PEOPLE. Emotional intelligence and improved organizational culture is crucial for success in getting the PEOPLE element into the process. We interviewed key managers, as well as shop workers, and ultimately found a solution from talking with a large sample of all employees. IV. E2.0, i.e. “Social Computing,” i.e. introducing a new business culture a. Question audience: “What IS social computing? What “could” have happened using all Web 2.0 technology available? What “could” have happened if the TECHNOLOGY tools were used alone, without personal buy in?” b. KMRM answer: “Now “PEOPLE” are part of it! That allows a culture change in the way we do things (PROCESS/ORGANIZATION) i. Make social computing part of daily work‐life. ii. Sharing knowledge becomes an added effect/benefit of work. iii. E2.0 allows not just information, but info in context. “While we’re doing our project, we leave footprints in the system…” With Web 2.0 tools we can do this with wiki comments boxes, meeting agenda note pages, KMRM.com • P.O. Box 33055 • Tulsa, OK 74153 • Michelle Farabough, 918‐633‐0825 • Ken Lewis, 918‐691‐1154
- 4. KMRM Consulting, LLC presentation for 2009 KPM Symposium “Using Enterprise 2.0 in Knowledge Management” 4 reference links, etc. Info in context – knowledge; now knowledge can be used and reused; new knowledge can be created: “INNOVATION!” c. Must be innovative to survive; offer quote from AMEX CEO i. Briefly explain the difference between traditional processes and rainy day processes that can be developed collaboratively on a wiki platform. d. TECHNOLOGY. hammer/wrench tool story e. PEOPLE. Social computing offers a platform for organizations to become more healthy i. Sharing of information is now peer monitored, not hierarchical; this equal give and take encourages employees to feel free to share information. ii. Mention the Learning Organization ten step theory: a feeling of safety required; there is a need for a new culture of openness. iii. Imposed vs. embrace; scary to give people freedom; traditional IT issues 1. Structured vs. open environment. Wiki front‐page design was customized for employee needs and wants, e.g. weather link, dictionary link. Wiki became the company’s intranet. 2. There was resistance. Top management was concerned about the personalized “facebook”‐type employee pages, fearing the wiki would become a play toy. 3. Tell mom and corporate blogging story. f. Show a way to use the variety of Web 2.0 tools for project management. i. Wiki ii. Blog iii. Microblog iv. Forum v. RSS V. How can YOU Make it Real. Take it Home? a. “The right culture is a GOAL, not a pre‐condition” b. Culture will make a difference. Your own company must determine level of access, transparency, etc… for now c. Enterprise 2.0 OFFERS an opportunity for cultural change as issues arise in integrating new technologies i. Start small (one agile project) and think big (E2.0 creates a knowledge infrastructure) ii. Offer steps to adopt E2.0 1. Carefully identify business goals best solved with E2.0 2. Define workers and projects for each goal. 3. Select the correct tools and integrate them: wikis, communities, tagging, blogging, social bookmarking, social profiles, micro‐ blogging, status updates. 4. Announce proper guidelines and best practices, i.e. agreed‐upon ways to use the tools, e.g. twitter’s 140 characters or less KMRM.com • P.O. Box 33055 • Tulsa, OK 74153 • Michelle Farabough, 918‐633‐0825 • Ken Lewis, 918‐691‐1154
- 5. KMRM Consulting, LLC presentation for 2009 KPM Symposium “Using Enterprise 2.0 in Knowledge Management” 5 5. Identify obstacles. 6. Identify desired cultural change. iii. Offer advantages and benefits of adopting E2.0 1. Attain organizational agility 2. Accelerate employee engagement and raise productivity even as resources become scarce 3. Develop trusted relationships and open the door to mentoring and knowledge sharing 4. Connect people to the content and processes they need to get their job done 5. Create and protect corporate knowledge 6. Manage human capital and improve organizational culture VI. Questions, brainstorming, collaboration a. What can we do for you? b. Information and resources are available on the KMRM website in a blog post entitled “Innovation!” Resources: 1. Euan Semple videos used in KPM Symposium presentation: http://www.guruonline.tv/business‐social‐media 2. KMRM case study: http://kmrm.com/case‐study 3. Enterprise 2.0 Conference: http://www.e2conf.com/sanfrancisco/ 4. Tim O’Reilly on Web 2.0: http://oreilly.com/web2/archive/what‐is‐web‐20.html 5. Snowden & Prusak interview “Is KM Dead?”: http://blip.tv/file/1048981/ 6. Twitter 101 for businesses: http://business.twitter.com/twitter101/ 7. 12 Rules for Bringing Social to your Business: http://socialcomputingjournal.com/viewcolumn.cfm?colid=833 8. Using Web 2.0 to Reinvent your Business for the Economic Downturn: http://blogs.zdnet.com/Hinchcliffe/?p=223 9. 10 Aspects of Web 2.0 every CIO should know: http://web2.socialcomputingjournal.com/ten_aspects_of_web_20_strategy_that_every_ cto_and_cio_shoul.htm 10. 10 Top Issues in Adopting Enterprise Social Computing: http://bx.businessweek.com/enterprise‐ 20/view?url=http%3A%2F%2Fblogs.zdnet.com%2FHinchcliffe%2F%3Fp%3D581 KMRM.com • P.O. Box 33055 • Tulsa, OK 74153 • Michelle Farabough, 918‐633‐0825 • Ken Lewis, 918‐691‐1154