New Approaches to Knowlege Management (part 2)

Albert SimardDefence R&D Canada

Presented toKnowledge Strategy Exchange Network

Toronto, ON May 13-14, 2013

New Approaches to Knowledge Management (part 2)

The Knowledge Management Dichotomy

Structured Approach: Systems and Technology

Unstructured Approach: Social Interactions

Knowledge Services Architecture

Semi-structured

TechnologyStructured

Work Processes

Social StructuresUnstructured

Knowledge-Based Products & Services

Outline

Organization

Architecture

Social InteractionSharingCollaborationNegotiationCompetition

Organizational Structure

Manage

InterfaceContent

Research

Social Structure

CommonWork

Technology

support

Governance

context

Organization

Knowledge Work (DRDC)

Governance

Monitoring

Intelligence

Needs

Priorities

Establishment

Programs

Services

Acquire

Create

Develop

Mobilize

Learn

Report

Integration Innovation Mitigation Advice

Adaptation

Clie

nts

DND

(management)

(R & D)

OrganizationOrganization

Vertical Knowledge FlowOrganization

National Defence, National Security, Public Safety

Markets

Resources

Government

Application

Stock

Flow

Defence R&D Canada

Creation

Assets

Sharing

Work

Transfer

Infrastructure

Collaboration

Unstructured

Structured

Organizational Knowledge Flow

CreationCreation ValidationValidation

OrganizationOrganizationAuthorizationAuthorization

Organization

Knowledge Manageability

Management levels

Authoritative Hierarchy

Organizational Infrastructure

Negotiated Agreement

Responsible Autonomy

Transfer Direction Products & Services

Exchange Knowledge markets

Work Mandate Process Agreement Self-interest

Collaboration Assignment Representation Partnership Participation

Sharing Vertical Horizontal Community Network

Assets Embed Sole IP rights Joint IP rights Open source

Infrastructure Authoritative Standardized Connective Enabling

Management RegimesManagement Regimes

Organization

Outline

Organization

Architecture


Three Pillars of Knowledge Work

Tech

nolo

gy

Pro

cess

es

Soci

al S

truc

ture

s

Architecture

Technological SupportTelephonyVideo conferencingE-mailChat roomsBulletin boardsOn-line forumsWeb portalSharing sitesCollaboration sitesExpertise locatorBlogs, microblogsWikis

Architecture

Social StructuresSocial Context

Individual attitudes (trust, values, beliefs)Individual behavior (participation, sharing, voluntarism) Interpersonal relationships (trust, safety, equality) Organizational culture (norms, expectations, practices)

Social InteractionsSharing (leveraging, passive, moderate trust)Collaboration (peer production, partnership, high trust)Negotiation (agreement, adversarial, nominal trust)Competition (victory, aggressive, no trust)

Architecture

Work-Flow Processes

Linear

Hub and Spoke

Architecture

ParallelFeedback / Bypass

Branch Circular

Knowledge Services Architecture Hierarchy

Reference Architecture

Work

Organization

Specific Architecture

Function(Meta View)

(View)

(Sub View)

Architecture

Knowledge Infrastructure

Peoplelearning, motivation,

rewards, incentives,

staffing, skills

Content, Services

data, risk analysis, reports, monitoring, operations, policies

Toolssystems to capture, store, share, and process content

ArchitectureArchitecture

roles, responsibilities, authorities, resources

Governance

work routineslessons learned, best practices,

Processes

Architecture - Core Model

Who

Work (What)

Input Output

Service (How)

When

Where

Need (Why)

Schedule No schedule

Physical space Cyberspace

Architecture

Zachman (1987)Rudyard Kipling (1902)

User-Centric Architecture

Tools that are easy and intuitive use. System interfaces that can be customized. Systems that help people do their work.Content that is easy to find and access.Work processes that facilitate knowledge flow.Knowledge flow that is primarily horizontal.Diversity and flexibility are encouraged. The architecture promotes desired behavior.

System architecture plays a key roll in individual behavior, group dynamics, and cultural norms.

User-centric design can double employee participation

Architecture

Outline

Organization

Architecture


Social Interaction Framework

Competitiondefence or victory aggressive approach no trust secretive, hostile

GoalsCompatible Conflicting

Interests

Mutual

Autonomous

Collaborationpeer production partnership approach high trust diverse, synergistic

Negotiationmutual agreement adversarial approach nominal trust structured, formal

Sharingleverage knowledge passive approach moderate trust benign, supportive Sports

Business Military

Purchasing Contracts Merger

Conversation Posting Publication

Work Group Community Network

Sharing Attributes

Exchange content Incentives and motivationTrust and safetyOrganizational cultureContent security Individual privacyDifferent expertiseControl and hoardingLarge distancesDifferent languages

(Autonomous interests, compatible goals)

Sharing OverviewShare

Provide Incentives

Time & Place

Technology

Interact

Explicit tacit

Content

Access

Shared Content

Social Structure Technology Input/Output

Sharing Explicit Content Explicit Content

Shared Content

Provide Incentives

engagementmotivationcompliance reciprocity

Provide Content

e-mail publishingdistributioncontent repository metadata template

Retrieve Content

web browser web portalcontent repository search enginehelp desk

Work Service

network permissioninteroperability awareness

Enable Access

Interact

telephonemeetingcollaboration e-mail Social Structure

TechnologyInput/Output

Service Framework for Sharing Explicit ContentWork Person / Group Input / Output ServicesProvide Incentives manager, leader existing content /

sharing environmentengagement, motivation, compliance, reciprocity

Provide Content provider, author, owner, holder

available content e-mail, publishing, distribution, content repository, metadata template

Enable Access content manager, content security, communicator, network manager

accessible content network, permission, interoperability, awareness

Retrieve content repository manager, application specialist, content manager, facilitator

transferred content web browser & portal, content repository, search engine, help desk, facilitation

Interact provider, author, recipient, user

recipient understanding, capacity

telephone, e-mail, meeting space, collaboration site

Sharing Tacit KnowledgeTacit

Knowledge

Shared Knowledge

Provide Incentives

engagementmotivation compliance reciprocityProvide

Place

Technology Support

Interact

meeting spaceworkshopconferencesite visitclassroomtelephone

on-line forumgroup apps.e-mail web portal expertise directorycollaboration sitesocial network apps.

conversation after action reviewcapturingextractionadvisingteachingstorytellingdemonstratingpresenting mentoring

Work Service


Service Framework for Sharing Tacit KnowledgeWork Person / Group Input / Output Services

Provide Incentives manager, leader, knowledge holder

tacit knowledge / willingness to share

engagement, motivation, compliance

Provide Place manager, facilitator, coordinator

physical place, time facilities, scheduling

Technology Support network manager, application specialist, facilitator, coordinator

connectivity, digital site

telephone, e-mail, on-line forum, web portal, expertise directory, collaboration site, social network apps., facilitation

Interact knowledge holder, recipient, facilitator

shared knowledge conversation, dialogue, after-action review, capturing, teaching, storytelling, demonstrating, presenting, mentoring

Collaboration Attributes

Synergy and joint productionDialogue, conversations in groups Sharing, exchanges among peersCandor, freedom of expressionTrust, safety, honestyTransparency, opennessAgreed rules of conductDiversity, flexibility, outliersEquality, meritocracy of ideasCollective, not individual benefit

(Mutual interests, compatible goals)

Collaboration Overview

Social Context

Knowledge Transformation

Technology Support

Organizational Work

Decision

Collaborate


Collaboration - Social Context

Organizational Work

engagement counseling feedback human resources

Work ServiceCollaborate

motivationcompliance engagement human resourcesrules & norms guidance facilitationsupport

Influence Attitudes

Affect Behavior

Foster Relationships

Evolve Culture

formation changeorg. learning

enjoyment candor openness ethics altruism

participation commitment involvement creativity

trust & safety equality meritocracy synergydiversity flexibility freedom learning transparency Social Structure

Technology Input/Output

Collaboration - Technology Support

Organizational Work

Collaborate

Group Site

User Access

Connectivity

Security

architecture server, site expertise directory search engine content repository web portal

user interface help files & desk trainingInternet

Intranet LAN & WAN

access control network security content security

Work Service

Operation

installation maintenance upgrades recovery Social Structure

Technology Input/Output

Negotiation Attributes

Reaching an agreementDebate and discussion Positions and interestsBargaining and compromise Proposal and responseAttempt to establish trustWin/win vs. win/loose

(Mutual interests, conflicting goals)

Negotiation Overview

Preparation

Bargaining

Organization

Negotiate

Agreement


Negotiation - Preparation

decision office app. template

Goalsagreement relationship strategy

collaboration decision

Interpretvalues options

intelligence analysis app.

Establish Position

alternatives possibilities

collaboration office app. briefing template

Compile Content

context situation

monitoringsharing web portal search engine

Revise position

Negotiate

Preliminary Analysis

Recommend

Position

decision support analysis tools

out

Work Service


Negotiation - Bargaining


deception ethics emotions distrust embarrassment

negotiation servicecontent mgt.

Positionquestions assumptions unknowns uncertainty

Identify

CounterPower

Influence

Benefits

coalition leverage attack threats

multiple issues expansion total benefits contingency

losses & gains momentum justification references concessions

Revise position

Organization

new information

?

important

no

routine

Concludenegotiation serviceoffice app.agreement template

Work Service

Competition Attributes

Victory, gain, or defence Act, sense, and respond Speed of analysis and action are critical No trust, secretive, misleading actionsRules: dominant, important, minimalOngoing process, requires recurring analysis

(Autonomous Interests, conflicting goals)

Competition OverviewCompete

Decision

Intelligence

Action

Monitor Outcomes

Adapt

End


Competition - Intelligence


usable multi-media evaluated accessible secure

Acquire

Organize

Analyze

public non-public

SWOT competition mental models present activity human factor soft info.

integration collection repository content management

content acquisition knowledge mobilization

Synthesize

Response futures analysis

analysis apps. statistical apps.

Direction

Action

Identify Actions

synthesis apps. systems analysisexpertise collaboration

scenario analysis gaming

Work Service

Competition - Action

Adaptanalysis apps. synthesis apps.

Document

Store

Recommend

Authorize

Outcome

yes

no

decision

Monitorcontent acquisition knowledge mobilization

intelligence repository

office apps template

Intelligence

Victory/ Defeat

Learn org. learning

Evaluate after-action review


Main MessagesKnowledge work is performed by people in a context of social and technological structures.

Social interaction involves mutual or autonomous interests as well as compatible or conflicting goals.

Knowledge management must consider all of these contexts.

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Education

New Approaches to Knowlege Management (part 2)