Unraveling Knowledge Webinar
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The document outlines a webinar led by Esteban Kolsky on knowledge management (KM), addressing its challenges and opportunities, particularly in light of the large amounts of data generated daily. It highlights the financial investments in KM by organizations worldwide and emphasizes the need for effective management practices, including social and mobile influences. Participants are encouraged to engage through chat and Twitter, and details about the session's recording and participant survey are provided.
Unraveling Knowledge Webinar
- 1. UNRAVELING KNOWLEDGE Thank you for joining us. We will begin promptly at 12:00pm ET / 9:00am PT. You must use WebEx audio via phone – receive a call back or dial-in options available in Communicate tab. All lines are muted. Please use the Chat panel for questions. 1 PROPRIETARY & CONFIDENTIAL
- 2. THANK YOU FOR JOINING Speaker • Submit questions via the Chat panel and Twitter - @MoxieSoft and @ekolsky • Session is being recorded and Esteban Kolsky link will be sent to participants Principal and Founder, ThinkJar 2 PROPRIETARY & CONFIDENTIAL
- 3. the challenges and opportunities of knowledge …and what we are doing about it esteban kolsky thinkJar
- 5. the world bank spends over $600 million a year managing their knowledge storage
- 6. …and they spend over $4billion a year researching and testing new methods for KM
- 7. collectively private organizations spend over $100 billion each year in km- related projects
- 9. library of congress has 100 million+ items of knowledge in storage; just waiting to be used
- 10. every day we create 2.5 quintillion bytes of data; 90% of the world’s data was created last 2 years
- 12. knowledge workers spend 60 percent of their time looking for information to do their work
- 13. knowledge workers spend 2.3 hours daily, on average, searching; 1:10 spends 4+ hours
- 14. Knowledge Management “CHAUSM” before after “BIG” “BIG” knowledge knowledge
- 15. CROSS A C N C H A U S M L A L N O O O N Y I C B U N T F I I D E I I A L L C E L E S D COMMUNICATIONS
- 16. we are researching the questions of what and how we are solving this problem …want to help?
- 17. do you have a formal KM initiative in place? yes / no
- 18. who is in charge of your KM initiatives? multiple choices
- 19. marketing 1.70% 5.20% sales 15.50% customer service 25.90% 15.50% committee or group from the above functions management team member not from the above functions 5.20% committee, group, or manager not from those 31.00% functions we don’t have an owner, it deployed a kms, we use it as needed
- 20. are your KM initiatives affected by rise of mobile? yes / no
- 21. rise of social affected your KM initiatives? multiple choices
- 22. implementing considering other 20 19.3 community recognition and rewards 18 26.3 knowledge in the cloud 20 35.1 community managed knowledge 36 38.6 transparent km processes 32 40.4 ratings, rankings, voting, reputation 32 45.6 new Sources of knowledge 48 61.4 community generated knowledge 50 63.2 0 10 20 30 40 50 60 70
- 23. SOCIAL KNOWLEDGEBASE 23 PROPRIETARY & CONFIDENTIAL
- 24. MOXIE’S ENTERPRISE CUSTOMER BASE Financial Financial Services Services Healthcare Industrial & & Personal Healthcare Care Media Media Telecom Telecom Technology Technology Education & Govt. Consumer & Consumer Services & Services 24 PROPRIETARY & CONFIDENTIAL
- 25. BETTER ANSWERS, FASTER. 1 How? • Crowd-sourcing answers • Expert Sourcing • Publishing to the knowledge base for approval • Distribution to “customer” via Portals ◆ Customers (Customer Experience) ◆ Agents (Contact Center) ◆ Employees (HR, IT) 25 PROPRIETARY & CONFIDENTIAL
- 26. QUESTIONS • Submit questions via WebEx Chat Panel and Twitter - @MoxieSoft & @ekolsky • Session recording and presentation will be sent via email • Take the survey: https://www.surveymonkey.com/s/KMin2013 • Contact Us • info@moxiesoft.com • +1.800.474.1149 • www.moxiesoft.com 26 PROPRIETARY & CONFIDENTIAL