Knowledge ManagementBasics

Stan Garfield

January 2014

What is Knowledge Management?

• Knowledge Management is the art of transforming information and intellectual assets into enduring value for an organization’s clients and its people.

• The purpose of knowledge management is to:o Foster the reuse of intellectual capitalo Enable better decision makingo Create the conditions for innovation

• KM provides people, processes, and technology to help knowledge flowo To the right peopleo At the right timeo So they can act more efficiently and effectively

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5 Ways to Do Knowledge Management

1. Share what you have learned, created, and proved2. Innovate to be more creative, inventive, and imaginative3. Reuse what others have already learned, created, and proved4. Collaborate with others to take advantage of what they know5. Learn by doing, from others, and from existing information

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15 Goals of Knowledge Management

1. Enabling better and faster decision making2. Making it easy to find relevant information and resources3. Reusing ideas, documents, and expertise4. Avoiding redundant effort5. Avoiding making the same mistakes twice6. Taking advantage of existing experience7. Communicating important information widely and quickly8. Promoting standard, repeatable processes and procedures9. Providing methods, tools, templates, techniques, and examples10.Making scarce expertise widely available11. Showing customers how knowledge is used for their benefit12.Accelerating delivery to customers13.Enabling the organization to leverage its size14.Making the organization's best problem-solving experiences reusable15.Stimulating innovation and growth

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9 Knowledge Management Strategies

1. Motivate: communicate, model, set goals, recognize, reward2. Network: connect, cross organizational boundaries, collaborate, build

communities, converse, tell stories, meet in person 3. Supply: databases, skills inventories, document repositories4. Analyze: verification, distillation, harvesting, lessons learned, proven

practices, sense-making, social network analysis, positive deviance5. Codify: consolidate, collate, integrate, value, tag, refine, standardize6. Disseminate: distribute, publish, syndicate, aggregate, personalize7. Demand: just-in-time KM, expertise location, ask the expert, search,

user assistance, e-learning, threaded discussions, appreciative inquiry8. Act: decision making, proven practice replication, process

improvement, embedding in workflow, responding, answering, reusing9. Invent: create, develop, innovate, transform, stimulate, rethink, imagine

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5 Modes of Knowledge Flow

1. Collection: processes and repositories for capturing explicit knowledge.

2. Connection: collaboration, communities, and social networks for sharing tacit knowledge.

3. Boundary spanning: bridges across organizational boundaries for enabling knowledge to flow between previously-isolated groups.

4. Discovery: processes for learning from existing sources of information, including systems, databases, and libraries.

5. Creation: processes for stimulating innovation and facilitating invention.

81 Knowledge Management Specialties1. Sharing, culture, organizational design, and change management

2. Innovation, invention, creativity, and idea generation

3. Reuse, proven practices, lessons learned, and knowledge retention

4. Collaboration and communities

5. Learning, competency development, and training

6. Goals, measurements, incentives, and rewards

7. Social networks, organizational networks, value networks, and network analysis

8. Expertise location and personal profiles

9. Communications

10. Facilitation and knowledge transfer

11. User support and Knowledge-Centered Support (KCS)

12. Content management, document management, and records management

13. Analytics, visualization, metrics, and reporting

14. Project management, process management, workflow, planning, and decision making

15. KM methods (peer assists, after action reviews, knowledge audits/maps/models, World Café, etc.)

16. Appreciative inquiry and positive deviance

17. Storytelling, narrative, anecdotes, and sensemaking

18. Information architecture, usability, user interface, and user experience

19. Search, findability, taxonomy, ontology, metadata, and tagging

20. Portals, intranets, and websites

21. Databases, repositories, business intelligence, and data warehouses

22. Competitive intelligence, customer intelligence, market intelligence, and research

23. Web 2.0 and social media tools

24. Semantic web, artificial intelligence, and natural language processing

25. Wisdom of crowds, crowdsourcing, collective intelligence, and prediction markets

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50 Knowledge Management Components

Peopleculture and values

knowledge managers

user surveys

social networks

communities

training

documentation

communications

Technologyuser interface

intranet

team spaces

virtual meeting rooms

portals

repositories

threaded discussions

expertise locators

metadata and tags

search engines

archiving

Processmethodologies

creation

capture

reuse

lessons learned

proven practices

collaboration

content management

classification

metrics and reporting

management of change

workflow

valuation

social network analysis

appreciative inquiry and positive deviance

storytelling

blogs and microblogs

wikis

podcasts and videos

syndication

social software

external access

workflow applications

process automation

e-learning

subscriptions

points tracking

reporting

knowledge advisors

goals and measurements

incentives and rewards

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For additional information

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

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Stan Garfield

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