Knowledge Management Has the Torch Been Passed to a

New Generation?

CARL FRAPPAOLO

KNOWLEDGEMANAGEMENT

2

2006…2008…The Next

Generation ?

Knowledge Management

©AIIM|Allrightsreserved 3

• "Leveraging collective wisdom and experience to accelerate innovation and responsiveness”– C. Frappaolo,

“Exec Express Knowledge Management,” Capstone, 2006

Knowledge Management

Defining KM

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21

Strategy

Process

• Are the right processes in place to:- capture, create and refine knowledge?- disseminate, share and apply knowledge to deliver business value?

•What tools are in place?•What tools are needed to enable the environment?•How best to fill the gap?

•Which factors are critical for my business that can be addressed by KM?•Which knowledge adds the most value?•What are our highest priorities and initiatives?

• Is there a culture for sharing?• Which people need to be empowered to contribute knowledge?• Are priorities aligned with measurements?

The Evolution of Capability

5©AIIM|Allrightsreserved

6©AIIM|Allrightsreserved

Source:http://gobigalways.com/old‐people‐ruining‐social‐software‐young‐people‐ruining‐the‐workplace/

7©AIIM|Allrightsreserved

Millennials GenX Boomers

Are YOU an Internal Champion for Enterprise 2.0 Within Your

Organization?

The Real Generation Gap

Text

IsolatedFully EngagedIslands of MeOne-way MeTeam MeProactive MeTwo-way MeIslands of WeExtended Me

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Originally developed for AIIM

Fully EngagedIsolated

(Re)Defining KM

©

21

Process

©

21

Strategy

Process

• Are the right processes in place to:- capture, create and refine knowledge?- disseminate, share and apply knowledge to deliver business value?

•What tools are in place?•What tools are needed to enable the environment?•How best to fill the gap?

•Which factors are critical for my business that can be addressed by KM?•Which knowledge adds the most value?•What are our highest priorities and initiatives?

• Is there a culture for sharing?• Which people need to be empowered to contribute knowledge?• Are priorities aligned with measurements?

EmbraceTheNextGenerationinTechnology

A Technology Map to Knowledge Management

Explicit Tacit

Intermediation

Externalization

Internalization

Cognition

Knowledge complexity

e-mail, Groupware, Intranets

DM, ECM, Worklfow/Modeling, meta-tags, e-learning

Search/IR, Agents, Taxonomy, Portal

Workflow, BPM, Decision Modeling, Analytics

RSS, Mashup, Search/Social Tagging & Bookmarking, SNA

Mashups, RSS, Text Analytics

Wikis, Blogs, Podcasting, RSS, Social Tagging

Findability, RSS, Social Tagging/Bookmarking

EmergenceEmergence

How Enterprise 2.0 Makes a DifferenceLowbarrierWeb/widelyaccessibleEmergent/heuristicLeanandAgileLowercostEvolutionnotRevolution

The Challenge of Capture & Organization

Knowledge Seeker“Where do I look to find the right knowledge?”▼Knows how

knowledge is to be used, but not how to find it

Knowledge Provider“How do I share and organize my knowledge?”▼Knows the

knowledge, but not how it might be used

?ECM

Will work for

Knowledge

Knowledge ProviderAble to share the knowledge, but has no incentive to do so

Knowledge SeekerHighly incentivized to

exchange knowledge, requires

knowledge provider’s cooperation

The Challenge of Incentivizing

Resistance is Real

49%64% 72%

38% 40% 32%

ITMgmt

Users

∆40%Experienced

Overcame

Source: Information Architected and The 2.0 Adoption Council

Overcame

Experienced

Overcame

Experienced

CARL FRAPPAOLO

KNOWLEDGEMANAGEMENT

10 Steps to a KM Strategy

1.Define the Community2.Define the Stratgey and CSFs3.Execute a Knowledge Audit4.Execute an ROI (as necessary)5.Define Leadership Roles6.Model Around Core Competencies7.Inventory Current Content Patterns8.Assess Current Practices9.Define the Ecosystem (include incentives)10.Supply an Infrastructure (repeat - improve, emergent)

Let’s Get 2.0

cf@informationarchitected.com Facebook: Carl Frappaolo LinkedIn: Carl Frappaolo Twitter: @carlfrappaolo

www.informationarchitected.com Facebook: Information Architected Twitter: @IAI

The KM Challenge of Incentivizing

Knowledge Provider▼ Able to share the

knowledge, but has no incentive to do so

?Help

Knowledge Seeker▼ Highly incentivized to

exchange knowledge, but requires knowledge provider’s cooperation