Do we know whatwe know we know?

Communication and knowledge

management problems in CAM

Dr Jim Briggs

American Football World Cup 2003Frankfurt, Germany

Summary of the problems

• Lots of different communication channels

• Often contradictory / non-definitive / poorly designed

• Existing knowledge resources are generally not indexed and impossible to search

• "Vague" procedures for making decisions

• Lack of integration

Implications for practice of KM(Kankanhalli et al, CACM 46/9)

Low-volatility context High-volatility context

Product-based

•Identify and promote strategic communities of practice (COPs)•Provide expert directories and collaboration tools•Reward participants in strategic COPs•e.g. BP, Shell

•Provide expert directories and collaborative tools for product development teams•Provide KRs for product sales teams•Review of contents in KRs by experts•Reward team sharing of knowledge•e.g. HP, Microsoft, Siemens, Xerox

Service-based

•Create and maintain high-quality knowledge repositories (KRs)•Provide effective search capabilities for KRs•Reward quality contributions to KRs•Reward effective reuse of knowledge from KRs•e.g. Ernst & Young, KPMG

•Build a culture of mutual support and interaction•Provide communication support for one-to-one interaction via multiple media•e.g. McKinsey, Skandia

Fundamental

• NOT a problem of communication

• IS a problem of knowledge management

Software bug fixing

Bug reports

Fixes

User Software manager

Programmers

Changing a unit spec

Change request

Agreedchanges

Unit co-ordinator Unit manager / URB

Admin staff

Timetable change

Change request

Agreedchanges

Unit lecturer Tom / HoD / Caroline

Caroline

Student complaint

Complaint / issue

Agreedaction

Student HoD / BoS / SSC

Whoever

Key issues

• Single point of definitive reference– “Virtual handbook”

• Clear and reliable decision making procedures– Who, what, when - auditable

• Managed workflow– With tool support

• Reduce communication burden– Changes and reminders only; no “what’s the policy?”

• Incentives to stick to it