Next Generation KM with Enterprise 2.0

25 Jun 09 | KM Australia| Next generation KM: Breathing in new life with Enterprise 2.0 e8 Consulting 2009 |

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Next Generation KM

Breathing in new life with Enterprise 2.0

Leanne FryCommunication and Collaboration

KM AUSTRALIA August 2009

http://www.kmaustralia.com/

http://www.kmaustralia.com/

25 Jun 09 | KM Australia| Next generation KM: Breathing in new life with Enterprise 2.0

What is Web 2.0?

“…a second generation of web development and design

….that facilitates communication, secure information sharing, interoperability, and collaboration

….development and evolution of web-based communities, hosted services, and applications such as social-networking sites, video-sharing sites, wikis, blogs, mashups and folksonomies.”

Wikipedia


So it’s all about…

• Communities• Collaboration• Links• User generated content• Inter-operability• Sharing• Folksonomies – user tags


KM definitions on the web

e8 Consulting 2009 | 4


KM complexity

• What should be shared• Who should be connected • What should be captured • What should be stored• Where should it be stored• How should people access it• What structure should we store it in• Who should access it• Who should contribute to it• Who should use it• When should they use it• How should they use it• Should we reward them• How should we reward them• Do they care• How do we make them care



Knowledge is a by-product of activity


Challenge to business management

Improving the personal productivity and effectiveness

of front line workers doing increasingly complex and unique jobs

Peter Drucker

How was knowledge shared before KM:

One on one, just in time, to solve a specific business problem.

Dave Pollard


25 Jun 09 | KM Australia| Next generation KM: Breathing in new life with Enterprise 2.0 e8 Consulting 2009 | 8

increase the interaction between people,

increase their interdependency and

increase the immediacy of any knowledge or information request

Dave Snowden

The KM goal remains to


make better decisions

information superiority leads to decision superiority

That means better business…

To do what?


Did Web 1.0 do it?

increased the interaction between people

increased their interdependency

increased the immediacy of any knowledge or information request


• I know what to do• I know how to do it• I know who to work with• I know how to instruct someone to assist me• I know who to ask for additional information or assistance

• I know what information I need• I know where to find the information I need• I can research additional information I need

Our customers’ viewpoint



Foster connections

people information

knowledge

presence

activity


Discover

Search

Create Share

Save

Use

It’s all about behaviours

25 Jun 09 | KM Australia| Next generation KM: Breathing in new life with Enterprise 2.0 e8 Consulting 2009 | 14 e8 Consulting 2009 | 14

Discover

Search

Create Share

Save

Use

It’s all about CAPABILITY


Enterprise 2.0 lets you

Create the behaviours first


Tools support the behaviours

• OR are you struggling with the behavioural changes required to use the tools?

• Let the customers tell you what is important to them• Facilitate a process of discovery as to what is important• Build capability• Then refine the tools



We need an intranet…

DocumentReview

Documentstores

Knowledgerepositories

COMMUNICATION

INFORMATION MANAGEMENT

COLLABORATION

Mat

uri

ty

Phases


FOUNDATION MANAGEMENT

Intranet is only used for sharing

information

DMS capabilities added to store

and review documents

Distinction drawn between information and

knowledge

web 1.0

Information sharing

Communic-ation

web 1.0aka

‘The Formal Web’


We LIKE formal

DocumentReview

Documentstores


COMMUNICATION

INFORMATION MANAGEMENT

COLLABORATION

Mat

uri

ty

Phases


FOUNDATION MANAGEMENT

Intranet is only used for sharing

information

DMS capabilities added to store

and review documents

Distinction drawn between information and

knowledge

web 1.0

Information sharing

Communic-ation

web 1.0

Hierarchy

Rules

Control

Centralised

Top down

Structure

Clarity

Standards

Schedules

Need to know


Learning, and practising, the behaviours

Sometimes you can’t see the wood for the trees.

Web 2.0 tools put more emphasis on sharing, connecting, searching, using, creating, storing, discovering…

Than on where it goes, what it looks like, how it is structured.


Web 2.0 lets me be an individual

And connect with other individuals


Web 2.0 lets me learn to share

And connect with other people

Let’s try that again


Easier

Faster

Familiar

Versatile

Fun

Useful


A culture of contribution

• Think about the behaviours of those on the web.• Tap into those motivators:

Want to show what I know Want to share Want to sell – internal consultant, standards based roles Want to influence – green groups, social groups Want to fix something Want to progress (cost savings)



Turning on Enterprise 2.0

• I can use a blog (thought leader, team leader, project manager) to share what I know

• I can use a wiki to collect information that’s useful, work with others on refining information

• I can use podcasts to capture what I know to share• I can search within my organisation for information just as I would on the web• I can micro-blog to connect with people and keep my team up to date

Warm, caring, sharing corporate culture that recognises and rewards my contribution and my individuality


• Guiding principles

• Segmenting the market

• The required toolset

• Upgrading the toolset

• Integrating into workflow and business process

• Leading by example

• Creating a culture of contribution

AMP case study


More information

You’ll find Leanne Fry:

• Blogging at http://www.e8consulting.com• Tweeting at http://twitter.com/e8Consulting• On LinkedIn: http://www.linkedin.com/pub/leanne-fry/4/398/8a5


Business

Next Generation KM with Enterprise 2.0