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Knowledge Management Systems: What Makes a Successful System?

Knowledge Management Systems: What Makes a Successful System?. Stan Garfield February 26, 2008. Why manage knowledge? 1. Prevent redundant effort. Ever lost your work?. Don’t reinvent the wheel!. Why manage knowledge? 2. Avoid repeating past mistakes. Traveler rating: “Horrible!”

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Knowledge Management Systems: What Makes a Successful System?

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  1. Knowledge Management Systems:What Makes a Successful System? Stan Garfield February 26, 2008

  2. Why manage knowledge?1. Prevent redundant effort Ever lost your work? Don’t reinvent the wheel!

  3. Why manage knowledge?2. Avoid repeating past mistakes • Traveler rating: “Horrible!” • Who: A TripAdvisor Member from Harbor Springs, MI • My experience with this property took place in: July, 2006 • My rating for this hotel is: 1 out of 5 • Would I stay at this location again: no way! • My comments: This is the worst hotel I've ever been in! The clerk was less than friendly, the place smelled like sour milk and mold and the room was filthy - stained sheets, dirty carpet and a mystery smell that was disturbing. I did not feel safe here. It was so bad, I checked out and paid a much higher rate at a hotel down the street.

  4. Why manage knowledge?3. Take advantage of what others already know System Integrators KM Leaders • Q: Has anyone had experience implementing any type of document automation software? Essentially, this would be software that would help create reusable templates from everyday content (word docs, PDFs, etc.) with the purpose of course of reducing the manual effort of re-typing or repetitively recreating these documents. • A: See http://www.exari.com. Document production can be driven by "intelligent" questionnaires, entry fields to feed variables, select boilerplate clauses from a library, etc. to produce PDF, MS Word editable docs, etc. Check out some of the papers and presentations on my web site http://www.orgs-evolution-knowledge.net. Source: SIKM Leaders Community

  5. How to Do Knowledge Management • Share what you have learned, created, and proved • Innovate to be more creative, inventive, and imaginative • Reuse what others have already learned, created, and proved • Collaborate with others to take advantage of what they know • Learn by doing, from others, and from existing information

  6. Process People methodologies creation capture reuse lessons learned proven practices collaboration content management culture and values knowledge managers user surveys social networks communities training documentation communications Technology user interface intranet team spaces virtual meeting rooms portals repositories threaded discussions expertise locators metadata and tags search engines archiving Knowledge Management Components classification metrics and reporting management of change workflow valuation social network analysis appreciative inquiry storytelling knowledge assistance goals and measurements incentives and rewards blogs wikis podcasts syndication social software external access workflow applications process automation e-learning subscriptions points tracking reporting

  7. Knowledge Management Unified View Knowledge Capture & Reuse (KCR) Process PEOPLE WW KM Team -People -Technology -Process WW Region KM -KM Lead: 1 per -K-Advisor: 1 per Americas EMEA APJ Practices • Practice/Industry KM • WW Lead: 1 per • Region Lead: 1 per Country KM -KM Lead: 0-1 per -K-Advisor: 0-1 per TECHNOLOGY METRICS • Windows SharePoint Services (WSS) • SharePoint Portal Server (SPS) • UBB.threads (threaded discussions) • HP Virtual Rooms (webinars) • @hp portal (intranet) • Roller (HP blogs) • MediaWiki (HPedia) • Specialized applications • Participation: The number of employees who participate in Forums (subscriptions, postings, web site visits), divided by the total number of employees • Capture: The number of new project profiles in the Project Profile Repository, divided by the number of new projects • Reuse: The average amount of reuse reported in new project profiles, averaging Bid & Delivery

  8. Communications: Senior Leader Support

  9. Incentives and Rewards: Points Tracking

  10. Knowledge Assistance: User Help Desk

  11. Communities of Practice

  12. Storytelling: User Successes

  13. User Interface

  14. Portal

  15. Repository

  16. Threaded Discussion Forums • Ad hoc threaded discussions • Users can participate either by the Web or by email, and read by RSS • Members interact with other people interested in a particular topic • Ask questions, provide answers, share ideas, communicate trends • There are forums for each community Email Thread Web Thread RSS Feed

  17. Social Software: Leading by Example

  18. Learning More: KM Home Pagehttp://stangarfield.googlepages.com/

  19. Learning More: KM Bloghttp://www.hp.com/blogs/garfield

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