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Intermediaries: Knowledge Roles for Connected Organizations

Intermediaries: Knowledge Roles for Connected Organizations. The objective of this session is to present the results of our research on emerging knowledge roles and emphasize the human aspect of KM. Agenda Introduction Describe Research Approach Present Findings Use Case Excerpt: Viant

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Intermediaries: Knowledge Roles for Connected Organizations

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  1. Intermediaries: Knowledge Roles for Connected Organizations

  2. The objective of this session is to present the results of our research on emerging knowledge roles and emphasize the human aspect of KM • Agenda • Introduction • Describe Research Approach • Present Findings • Use Case Excerpt: Viant • Conclusion

  3. Our research focused on gaining an understanding of knowledge intermediary roles used to balance and sustain KM initiatives Knowledge Intermediaries are those in an organization who connect knowledge seekers with knowledge sources in a way that adds business value. • An intermediary adds value by relating, researching, validating, reshaping, or transferring knowledge from knowledge sources to knowledge seekers. • An intermediary can be a person or a person working in combination with a technology.

  4. The research methodology was designed to reflect the realistic needs of IKM member firms through the guidance of a working group • What skills should I look for when hiring a knowledge intermediary? • What type of functions and responsibilities should this role incorporate? • How do issues of trust affect the success of a knowledge intermediary? • What are the most effective incentives used to enable knowledge sharing? • How do I measure and exhibit the businessvalue of a knowledge intermediary program?

  5. Using an interview guide that was geared to uncover answers to the previous questions and more, the research team collected 19 use cases drawn from 6 different industries

  6. Arthur D. Little Knowledge Steward Viant Project Catalyst Center For Army Lessons Learned Observer General Motors Discovery Center Consultant Bristol-Myers Squibb Assoc. Director of Quality Assurance Lotus Development Technical Editor University of Nottingham Knowledge Engineer Buckman Laboratories Information Specialists United Technologies Information Manager Bristol-Myers Squibb Literature Scientist Bristol-Myers Squibb IM Manager Texaco Librarian World Bank Education Advisory Service Staff Arthur D. Little Informal Broker IBM Relationship Managers Buckman Laboratories Forum Specialists Upon completion of these 19 use cases, we found a confusing array of terminology and titles that made the development of a systematic approach to knowledge role design a daunting task

  7. Arthur D. Little Knowledge Steward Viant Project Catalyst Center For Army Lessons Learned Observer General Motors Discovery Center Consultant Bristol-Myers Squibb Assoc. Director of Quality Assurance Lotus Development Technical Editor University of Nottingham Knowledge Engineer Buckman Laboratories Information Specialists United Technologies Information Manager Bristol-Myers Squibb Literature Scientist Bristol-Myers Squibb IM Manager Texaco Librarian World Bank Education Advisory Service Staff Arthur D. Little Informal Broker IBM Relationship Managers Buckman Laboratories Forum Specialists After a thorough qualitative analysis, we uncovered three basic categories underlying the variety of knowledge roles Knowledge Stewards Knowledge Researchers Knowledge Brokers

  8. The most apparent distinction between these role categories is their functions

  9. However, categorization based solely on function does not reflect the full distinction between the categories. Other distinguishing variables contribute to the sound internal structure of each category

  10. Using Viant as an example, we will demonstrate the role of Knowledge Stewards in a real business setting • Project Catalysts, or P-Cats, interview internal consultant project teams to extract their best practices and reusable assets • They coach team members on how to quickly and accurately access the organization’s intellectual capital using Viant’s STARRS system • They connect people looking for information with those within the company who have the information

  11. Our research yielded three major deliverables • Project Deliverables: • Tools & Methods • Use Case Compilation • White Paper

  12. For more information on intermediation, feel free to contact us Lisa Sasson 617-693-1432 sasson@us.ibm.com http://ikm.ihost.com

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