Introduces some basic knowledge management concepts and how enterprise knowledge management can help an organization

1. Knowledge Management 101 Sherry McMenemy

2. Knowledge management approach Incorporates information management, document management (DMS), content management (CMS), social media, integrated process management, training and social business frameworks Focuses on single sourcing, information sharing, knowledge capture, knowledge sharing, searchability, ease-of-use, proactive awareness and continuous learning Sherry McMenemy 2011 2

3. Data, information and knowledge Data = facts, numbers and snippets without context or purpose Information = data organized with a context or purpose Knowledge = potential or realized capacity to take action Sherry McMenemy 2011

4. What is knowledge management(KM)? Content: The ability to turn data, information and systems into capacity and intelligence Technology: An evolution of the mechanisms and strategies companies and people use to take action and respond to new situations Sherry McMenemy 2011

5. Knowledge is… Content Concepts, methodologies Facts, beliefs, truths & laws What, how and why Judgments & expectations, insights Relationships Intuition & feelings Meaning and sense making Technology Frameworks and processes How data and information is organized and managed Repositories Workflows Operations Toolsets Sherry McMenemy 2011 5

6. Maturity model 1 2 3 4 5 Sherry McMenemy 2011

7. Free range Sherry McMenemy 2011 Different groups responsible for different types of information Try to make things work in their own bucket Different departments own different aspects of customer interaction

8. Why this hurts Hard for information to become knowledge Information management is a cost in time, money, job satisfaction Learning opportunities missed Capacity to take actionis compromised Customer experiencesuffers Sherry McMenemy 2011

9. KM goals Content Technology Data & information  knowledge Individuals   groups Knowledge culture Take action effectively Frameworks that help Appropriate & integrated toolsets Streamlined processes Shared activities Sherry McMenemy 2011

10. Need a new model Integrated view of doing what you do People-centric Flexible, responsive, iterative Focused on tasks and business goals Multi-source content Less about templates, more about content Sherry McMenemy 2011

13. Toolset Intranet & extranet Knowledgebases Search, metadata, tagging CMS, DMS, CRM, WCMS, KCS… Wiki, forums, blogs Social media (Twitter, FB, LI…) Scripting & automated workflows Multimedia RSS, content gathering tools Specialty tools (ticket, project & contact management…) Sherry McMenemy 2011

14. Knowledge Mgr toolset Surveys, interviews Usage reports (web, tools) Search results and search reports Feedback Community health stats Use cases Steering committees Information maps Process maps System maps Sherry McMenemy 2011

15. You are here Enterprise 2.0, Social Communications… Sherry McMenemy 2011

16. Social business Strategy: make organizations more adaptable & responsive, increase revenues, reduce costs Tactics: Process: when socialized, is interactive and iterative Community management: to ensure productivity Technology: the tools in the toolbox Community Roundtable Report, 2011 Sherry McMenemy 2011

17. More “human” Crowd sourcing Clear hot topics – the 20% that matters Better content Fast turnaround Crowd-sourced translation Save $$ Storytelling Easier to demonstrate value and make an impression Day in the life Before & after Learning through example Gain knowledge Sherry McMenemy 2011

18. Measure useful things What (specific) content is being used? By whom? Why? What else are they using? Why? | What are the top search terms? Top terms that don’t have search matches? How much time is spent searching for stuff each week? What are people trying to DO based on these terms? | How long does it take to get content out on a hot issue? What’s the correlation between content and support tickets? | How many different people participate? Who are the top participants? | How often are conversations taking place per day? What are the patterns over time? What should you do about it? | What should you stop doing? | How many leads did content bring into the sales pipeline this month? | What’s the support diversion rate? | Do customers prefer OUR products? Sherry McMenemy 2011