A Collaborative Knowledge Management platform In an International Organization

A Collaborative Knowledge Management platformIn an International Organization

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AgendaDo not miss a stepPrepare & anticipate instead to failBe Customer orientedChoose the good toolConsider your platform as a product

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Do not miss a step

People & Organization

Lauching & Training

Vision

The Tool

Communication, Information, Motivation

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Order is the wayBe sure the vision is existingDo not go to fast have a look on existingAvoid a quantum leap Create a pluridisciplinary project teamThinking about tool must arrive on timeHave a global view of the projectSome things need a long time to getThink middle terms

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For a successfull KM management project JLA CONSEIL - 06 18 94 15 88 -

PlanningDo not accept crazy deadlines, be aware on the time needed to launch a KM plateform according :

The size and skills of your team, Influence of the sponsor,Number and type of data bases you will have to migrate, Features expected by usersEfficiency of your supplierWillingness of the stakeholder

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4 months18 monthsIt will take between

Prepare & anticipate instead to failJLA CONSEIL - 06 18 94 15 88 -

Vision

Defined objectives C&K organisationUsers : givers vs takersWhat Contents ?What Gouvernance ?

Objectives

Increase performanceChanging mindset Skills improvementPrideBetter relationshipAcelerate achievementsWork out loudIndividual involvingDigital transformationExisting

Existing CoPs DatabasesSharing Mindset Collaboration Multi local cultureCompany organization Multilingualism

Brakes

Reluctance to shareManagement blockingLanguage barrierWeak IT infrastructureHabitsLack of global vision

Triggers

Strong sponsorNew way of workingManagers implicationOfficial CommunicationTop down & bottom up contentIndividual benefits

Accelerators

Quality of contentLocal C&K NetworkTargeted CommunicationManager ExemplarityEventsEffective Results..

Vision & ObjectivesJLA CONSEIL - 06 18 94 15 88 -

WHYHOWOBJECTIVESIn the main of cases the decision to deploy a C& KM platform is a reaction to an issue, a fail, following an audit, bad performance, lack of communication. There must be a real reason not only be of a fashion phenomenonIt exist more than 50 techniques or technologies to deploy a KM tool. The vision must identify clearly the main ways, these message will be endorsed by the sponsor, the KM team and it must be understandable by all and each will find in it his own motivationFor each employee's what they can be (stakeholders, givers or takers), the objectives must be clear, and will be the answers to the WHY. But do not forget that they are different from both side Manager vs Others. A single communication will be not enough, because each must find his own levers.

WhyAvoid making the same mistake twice or moreAvoid redundant effort do not reinvent the wheelFacilitate search and access to knowledgeReuse expertise, know-how, and best practicesTake advantage on existing experiencesAccelerate decision makingCommunicate widely and quickly important informationDeploy rapidly standards, procedures and reusable knowledgeProvide methods, tools, templates, techniquesEliminate tacit knowledgeShow to our customers how we reuse our knowledge and what benefits for themReduce delivery time Allow organization to take advantage of its sizeStimulate innovation and developmentJLA CONSEIL - 06 18 94 15 88 -

HowKnowledge managementBest pratices sharingSharing experiences Lessons & learnsCo-publication Create a unique platform for all knowledgeImprove the collective intelligenceUnification of our databasesProcessus simplificationImprove collaborative workingInprove individual confidenceSuppress silosJLA CONSEIL - 06 18 94 15 88 -

ObjectivesImprove performance (quality, H&S, marketing..)Improve commercial efficiency (commercial offer, time to market)Improve project management (quality & necessary time)Accelerate innovation process (reduce time, accelerate prototype)Improve interpersonal relationship (Before vs After)Deploy a competitors intelligence (better vision of the market, prices, products)Animate community of practice (Before vs After)Reduce cost (production, maintenance, purchase)JLA CONSEIL - 06 18 94 15 88 -

My vision

StandardsProceduresTips & tricks

Best practicesReference DocumentsTrainingsTechnical DocJob AidsGeneral knowledge

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Blocking points & brakes

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Blocking points & brakesJLA CONSEIL - 06 18 94 15 88 -

IT infrastructureBand widthSeveral passwordsBlocking from middle managementLanguageHabitsLack of global visionExisting of several tools with a bad differentiationLack of confidence in the contentsFear of losing powerFear about what the others will thinkLack of maturity about collaboration and sharingSuperiority & inferiority complexesResistance to change

Resistance to changePoor understanding of the reasons and objectivesThe fear of the unknownLack of skills self-estimated ...The old way is the bestLack of confidence in the ability of the company to changeThink is a fashion trendNo prior consultationPoor communicationLeaving the comfort zone ... think otherwiseExhaustion and saturationChange to stay the sameLack of exemplarityBenefits and rewards to compare effortsJLA CONSEIL - 06 18 94 15 88 -

ExistingJLA CONSEIL - 06 18 94 15 88 -

ExistingFunctions have they already knowledge managers ?Who will be the sponsors ?Who are the stakeholders ? Which department will get the bigger benefits ?Existing processes should be modified to incorporate the KM?Which existing databases we will have to transfer?Communities and a sharing mindset, do exist?Who are experts and community managers ?Who are the most active people in sharing, network animation ?What are the existing communication channels, means and networksThe existing organization is in accordance with the project ?What will be the working language (what is the real working language?)The multi local culture and languages will play a role ?In which existing trainings we can add collaboration & sharing moduleWho will be my best contact at the is/it, communication, HR level

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Triggering

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Triggering

JLA CONSEIL - 06 18 94 15 88 -To have a convinced, influent and strong sponsorA function KM & KM function network at corporate levelA simple and intuitive user interface A real and powerful launchingPromotion of a new way of working by CEO and HRInvolvement of middle management (givers, takers, motivation)An official communication from HeadquarterExplain individual benefitsTop down & bottom-up contentA rich and usable existing contentThe stakes and expectations clearly explainedQuick winsA communication and information skills at the KM team level

Accelerators

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Accelerators

JLA CONSEIL - 06 18 94 15 88 -Remove all obsolete and redundant toolsQuality of content - operabilityLocal Organizations C & K (country, plant, region..)Targeted communicationsRegular segmented NewslettersExemplarity from Managers + animation & motivationEvents & Serious GamesEffective and measurable results - success stories & telling -Involvement of top management = publications and commentsInvolvement of HR to promote collaboration and sharing ( job description, induction kit)Include in all meetings, one minute KM, like H&S

Be Customer orientedFollowing your BETA analysis you must interview and make a questionnaire to your future users, to have a better knowledge about :What they need ?What they expect?What they like in terms of features ?What they dont like ?What are their fears and worriesJLA CONSEIL - 06 18 94 15 88 -Listen to them

Be Customer orientedJLA CONSEIL - 06 18 94 15 88 -Technical solutionsI prefer the base that I use for 10 yearsI do not speak EnglishYet a new password !!I never find anything on these platforms !!It is only for headquarter ...(bandwidth)I do not know how to register?My documents are too complex

Mistrust on the contentWho wrote that?Is it still valid?My content is confidentialIs it an official document?

It is easier to deploy the expected tool so listen your users

Be Customer orientedJLA CONSEIL - 06 18 94 15 88 -CulturalHere it's differentThat was not done hereThis is very localIt will never workLack of global viewMy expertise is it interesting?Everyone knows thatAlone we will not succeedIndividualsWhat is my role in the KM organization?What will my boss think?There is only the Top Down infoWhat's it going to serve me (personally)This is not my personal goalsI have other things to doWho am I to share something?Which will be recognized: giver or taker?

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It is time to workJLA CONSEIL - 06 18 94 15 88 -Thanks to all what you know, you are now able to work on :

The needed KM central organizationThe global KM organisationThe tool and its featuresThe technical IS/IT approachThe migration of existing contentThe changing you will have to triggerThe communication before related to attitude changingThe launchingThe day to day communicationEvents, games

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A global KM organizationJLA CONSEIL - 06 18 94 15 88 -Knowledge is everywhere so take it where it is

Function Networks

Countries30-50 CountryFunctionManagers

Country50 KMsCountryCountrys KM

20% FTE

TrainingCommunication

Bottom Up KnowledgeCountryKM SponsorCEO or EXCOMMemberAnimationKnowledge

Functions @ Headquarter27 Functions50 KMsFunctionFunction KM Sponsor Function ManagerFunctions KM 20% FTE

TrainingCommunication

Top Down KnowledgeAnimationKnowledge

LO Knowledge 27 Groups 135 spaces CoP

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The KM network

KM can not be young interns, they must be curious, communication oriented, extrovert, close to users, All of them work for 20% to 35% of their time for Knowledge management according the size of the function or the countryKnowledge management must be included in their job description with objectivesKnowledge Manager is an official function it must be on their professional cardThey must be trained on the tool but also on the function of Knowledge Manager : animation, training, writing..Try to organize once a year a KM network meeting

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Change the attitude

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Communication to change the attitudeJLA CONSEIL - 06 18 94 15 88 -Sharing is not a natural behavior..is a state of mind

Our first mission is change attitudes and make the behavior evolvesAs soon as possible launch communication campaings to change attitude for sharing

Changing attitudes to change behaviors Sharing starts close to homeWe all have something to shareTransfer is also innovationDo not reinvent the wheel

A multi media communicationJLA CONSEIL - 06 18 94 15 88 -

We have all somethin g to share

Transfer is also innovation

Choose the good toolJLA CONSEIL - 06 18 94 15 88 -

If all you have is a hammer, everything looks like a nailAbraham Maslow

Which tool for which application ?Thanks to a KM platform each user must find what he needs, when he needs, without any helpFrequency of useVery oftenRarelyfrequentlyAlmost never1 Month1 week>= 3months>= 1 year>= 2 years>= 10 years1 dayIntranetIntranetSociale Collaboration Collaboration co-authoringKnowledge sharingArchivesDuration of use

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Searching features

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Full text search engineThe search engine must searche everywhere :Title,SummaryWithin content : text, presentation, pdf, excelOnly few people master advanced text searching

With no available filters finding becomes difficultJLA CONSEIL - 06 18 94 15 88 -

Pure FolksonomyIf you choose a solution with only folksonomy what will happen :

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Each user will create is own tagsDuring the creation of content there is no picking listFor the same topic you can have several tags in several spellingWhen someone want to see all content about a topic how he can select all tags ?After few months nobody can remind the tags which were usedFind something become very difficult

Searching features : taxonomyJLA CONSEIL - 06 18 94 15 88 -

Tags/filtersFull text searchStructure

Tags and categoriesTo facilitate finding as Amazon or Booking my target for my tool was to have :

Predifined tag categories related to :Structure (activities, countries, type of content, )Function ExpertisesCapability to assign categories to specific spacesCapability to create mandatory categoriesPredefined tags in each categorie:Identified with expert of each functionDisallow creation of public tags

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Multilingual tagsBecause is necessary that everyone, what could be his language, finds the same resultTags must be translated> the same topic = the same word in any language = the same resultJLA CONSEIL - 06 18 94 15 88 -

Multilingual interface

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What is my content type ?JLA CONSEIL - 06 18 94 15 88 -

ContentDocuments+Text+Photos+Video

AuthorMultilinguismTumaczenia

CommentsQuestionsExperiences / countriesAnswersContenus associsLike

Expert

Person

Group

Community

send to

Title + summary

TagsAuthorValidatorExpertsValidityVersion

KMMetadata

Define your tool through its expected features

Create your specification book where you will describe all functionalities you want :Interface and interface managementType of documentsStructure : group, space, Type of metadataTags and categoriesDocument management : validity, workflow, displayed names, versionning, Multilinguism and TranslationUser profile and enrichementRoles and confidentiality.

Everything must be describe, with a "non IT" eye. Then meet your potential suppliers and describe what you want.

The objective is to adapt the tool to your expectations not the opposite

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The platform is a product so launch it as a product!

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A successful positioning We described use & objectivesKnowing product benefits for our target We gave answers to customer expectationsDeploy a real launching plan We used teasing, goodies, posters, video, meetingsbig event for the launch day Be identifiable & leave a trace in the user minds We chose a name easy to memorize, strong message, logo, gimmick

Gave them an instant access to the platform for D-dayProvided user guides, tutorials and hot line for D-day

Communication to succeed the launch

A real product launch with teasing

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A real product launch with promotional films

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Trigger adoption and use

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Communication to Inform & RecruitYou can share the best "best practice" of the world, if nobody knows it exists, nobody will use it

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Users must be awareGlobal newslettersSegmented newsletters (country & function)Communication about success stories

It also an efficient way to get new users

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The newsletter effect

% of monthly active users vs active users% of active users vs potential users

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Communication to Motivate

We cannot force anyone to share ...

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The rule of 1,9,90 . By Jakob Nielsen

90% Walkers takers

9% Occasional multi attitudesOpportunisticsAgitatorsSoap Box speakersExperts creaticide

1% Active givers

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Step by step to explain the goal

Givers, takers company is a win win process

ColllaborationKnowledge Sharing

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To motivate use individual levers

Givers

PrideFunctionCompanyTeamCountryAltruismRecognitionIndividualCollective Be part of a networkRewardsIndividual visibilityManagement pressureCommitment to the company

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To motivate use individual levers

Takers

Achieve their goalsIndividualsCollectiveReduce timeImprove their skillsFunctionCompanyActivityLearn & evolveBe part of a networkRewardsExplain the global effectManagement pressureCommitment to the company

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Communicate to involve all levels

A tailor-made communication based on individual leversExcomKM SponsorHolder of the C&K idea Exemplarity Giver - TakerEffect on results $$Increase performancesEmployees efficiencyMiddle managementTeam AnimatorAnimate their teamMotivate their team in C&KExemplarity Giver - TakerResults achievementRecognition by his peersBe part of a global networkOperationsProactiveusers Giver & TakerBe a good sharerTransfer - TakerShare - GiverBe part of a networkMeet their individual goalsBe rewardingBe congratulateImprove their skillsWho ?What ?Role in KM ?Levers Outcomes

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Accelerators vs Levers

Be visible & animateNewsletters Best contributionBest sharerLike & FollowIndividual recognitionTreasure Quest & gamesBest transferLearn evolve & reach the goalsRecognition & rewardsRecognition, rewards & evolvingRecognition from peersGlobal visibilityLearning, reward, autonomyRecognition, rewards & goals

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Facts50% content openings due to the newsletterPoor knowledge of searching techniques implies low autonomy and a delay in the deployment of good practicesSolutionTrain users to find what they want, when they want ...Duration 6 weeksDuring the first 3 weeks: Questions + clues + coaching Objective: Mastering of search techniquesDuring the 3 following weeks, questions corresponding to real cases and implies an advanced use to find the answerBecome autonomous

Motivation.. win a real Treasure Motivation, Animation & Autonomy

The Treasure Quest : Pedagogical & Formative

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Key Performance Indicators oct 2015 - Number of active users : > 18 000 - Number of content > 350000

Monthly-New users : 350-New content : 1000-Active users : > 5000-Opening documents : > 30 000-Dowloads : > 10 000

After 3 years the initial platform Einstein became the reference platform under name LO KnowledgeNovember 2015 the new organization LafargeHolcim has also chosen it under name The Knowledge PlazaNumber of potential users becomes : 80000 Number of countries : 90Managers use it more and more and motivate their team

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Keys for a collaborative KM platform

VisionCommon interestGovernanceAn involved & active KM teamInteresting contentEfficient and powerful platformCustomer orientedCommunicateTrainMotivateAnimateInvolveCommunicate again

&

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