Today, most of the conversations happen on the web, using different social media tools. Conversations that are stored electronically are forming knowledge nuggets, serving the world, like it has never been before. That’s the Social media era that we are passing through. Which is changing the way we live our life & share knowledge.

1. Knowledge Management (KM)
and Social Media
Enamul Haque
Senior process owner, Knowledge Management
Nokia
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2. Today, most of the conversations happen on the web,
using different social media tools. Conversations that
are stored electronically are forming knowledge
nuggets, serving the world, like it has never been
before. That’s the Social media era that we are
passing through. Which is changing the way we live
our life & share knowledge.

3. Social Media vs Knowledge Management
Social media technology
provides the conduit and
means for people to share
their knowledge, insight
and experience on their
terms. It also provides a
way for the individual to
see and evaluate that
knowledge based on the
judgment of others.
Anthony J. Bradley and Mark P. McDonald

4. Social Media vs Knowledge Management
Purpose is the reason people
participate and contribute
their ideas, experience and
knowledge. They participate
personally in social media
because they value and
identify with the purpose.
They do so because they want
to, rather than being told to as
part of their job.
Anthony J. Bradley and Mark P. McDonald

5. Social Media vs Knowledge Management
Communities are self-forming in
social media. KM communities imply
a hierarchical view of knowledge and
are often assigned by job
classification or encouraged based
on work duties. Participation
becomes prescribed, creating the
type of "mandatory fun" that is the
butt of many a Dilbert cartoon and
TV sitcom. Social media allows
communities to emerge as a
property of the purpose and the
participation in using the tools. This
lack of structure creates the space
for active and innovative
communities.
Anthony J. Bradley and Mark P. McDonald

6. It’s no longer
about storing
knowledge
It’s about
knowledge
That you need
JUST IN TIME

7. Formal and informal knowledge
network
Formal Knowledge network
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8. Quick answers from real experts
Customers are turning to the cloud
1980’s: 1990’s: Today:
Call Centre Contact Centre The Cloud – Self Service
Follow the
experts
and learn
from them
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9. Knowledge on sale
Datasift searches through 250 million Tweets a day. It is one
of two companies so far offered access to Twitter's 'firehose'
- all the information that flows through the site
What are they selling?
Why are they selling?
More than 1,000 companies have joined a waiting list to use the
data, compiled from around 250 million Tweets a day!
Why it’s so demanding?
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10. Nokia on Facebook
Strong Social
media presence is
vital important to
increase customer
knowledge about
products
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11. KM is something that we do
That’s knowledge
used/re-used
© 2011 Nokia Company Confidential Social
Media and Knowledge Management by 11
Enamul Haque

12. It’s transparent & always there
The most used tool by
school administration is
Facebook, with a 98% take-
up. Twitter and LinkedIn
were not too far behind in
terms of popularity among
school administrators.
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13. Content capture towards a knowledge
enterprise
Chief executive
Thierry Breton said he
would stop all emails
between Atos Origin
employees by instead
using new
collaboration and
Way to open social media tools
knowledge sharing
culture and build a
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knowledge enterprise Social Media and Knowledge Management by Enamul Haque
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© 2011 Nokia Company Confidential

14. Innovation gets rewarded
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15. Organizational know-how
There is little doubt that we have
entered the knowledge economy
where what the organizations
know is becoming more important
than the traditional sources of
economic power –
capital, land,
plant and labor –
which they command.
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17. Content is the king
“You can lead a horse to
the water, but you
cannot force him to
drink”. A leader is
needed in every
community to lead the
people in the right
direction and make sure
that there is fresh water
to drink (content)”.
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18. Content should make a difference!
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