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Hill & Knowlton Looks for a New Knowledge Management System

Hill & Knowlton Looks for a New Knowledge Management System. Keith Zimmerman. Case Summary. H&K is a global public relations firm Headquartered in New York City 1,900 employees 68 offices 34 countries Old intranet system not helping the company Established new portal-type extranet

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Hill & Knowlton Looks for a New Knowledge Management System

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  1. Hill & Knowlton Looks for a New Knowledge Management System Keith Zimmerman

  2. Case Summary • H&K is a global public relations firm • Headquartered in New York City • 1,900 employees • 68 offices • 34 countries • Old intranet system not helping the company • Established new portal-type extranet • Very effective today

  3. The Old Intranet System • Employees did not use it because… • Completely unorganized and hard to use • Data was outdated, inaccurate, and irrelevant • Staff biographies were outdated • Very important • Employees wanted one-stop shopping for all knowledge instead of having to visit several places

  4. The New Extranet System • Turned to Intraspect Software to organize and consolidate past project knowledge • Minimized impact when employees were replaced • Made it easier to bring new employees up to date • Organized and easily accessible for clients and employees • Captures three essential buckets of knowledge • Internal knowledge of H&K’s products and services • External knowledge such as industry news and forecasts • Client knowledge such as account activity and budgets • Uses incentives to increase system utilization • Bonuses, reputations, vacations, merchandise

  5. Conclusion • New system has boosted revenue • Annual sales up from $302.8 mil in 2000 to $350 in 2004 • Number of clients has grown exponentially • More organized and easy to use • Problem: Using incentives to increase use • May cause jealousy and unrest among employees • Some benefits not as attractive as others • This could be fatal to H&K

  6. Any Questions? www.hillandknowlton.com

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