Management Development SeminarManagement Development Seminar

Knowledge Management or the

missed outmissed out corporate resource

For Students from ESCP-EAP By Lukas Ritzel, Feb 2008

http://www.imi-luzern.com/Downloads/pdf/IMI_application_form.pdf

• Miro• Nationality: former Yugoslavia• Expertise: Just about every

single corner of our school• Jobtitle: Maintenance

• JoblevelKnowledge Worker

• Describe his knowledge• > tacit knowledge

Competitive MarketCompetitive Market

Collaboration ToolsCollaboration Tools

Job 4 life / ever learningJob 4 life / ever learning

Everybodies BrainEverybodies Brain

The Type of People Now Employed Employed

• “Silent” Generation (born 1930-1945)– Born with the military technologies that were to lead to analog, digital

and virtual technologies

• “Baby-Boom” Generation (born 1945-1960)– Born with the analog and space technologies that accelerated the

development of digital technologies

• Generation “X” (born 1960-1975)– Born among analog technologies (telephone, TV), witnessed and

participated in the development of digital technologies

• Generation “Y” (born 1975-1990)– Born with the first generation of digital technologies, witnessed and

participated in the development of networked technologies

• … and NEW streaming into the corporate, Net-Generation “e” (born 1990-2008)– Consider computers and the Internet as ‘natural’ as telephones and

refrigerators– Ready to share (flickr wedding pictures, blogspehere)

Portrait of a 3rd Millennium Employee Net-gen

• Adaptable, flexible, creative, problem-solver, decision-maker, eager to learn continuously

• Multi-linguist• Power-user of ICTPower-user of ICT• Generator of economic, social and environmental value

What do they DO different?

NET Gen

YOU areare the NET Generation

What did we learn so far?

• Knowledge is everywhere• There are many current drivers that enable

knowledge creation and capturing• Knowledge can be rather complex• Tacit knowledge is difficult to capture using traditional

methods• You have to deal with different types of people

having different strengths and capacities• AND you manage it all

• BUTBUT is this ITIT!

The knowledgeknowledge is the network

How knowledge in the area of Web2.0 creates it’s own dynamic,

it’s own life

Effective networks are:

• Decentralized

• Distributed

• Dynamic

• Democratic

This sounds like something we all know and use daily

Web 1.0 was for specialists, for huge serves who knew what is

good for US.

http://www.amazon.com/gp/reader/0385721706/ref=sib_dp_pt/103-0941810-4998248

Wikipedia – the crowd is

smart

39

CrowdSourCrowdSourcingcing

40

The crowd is ready to work.

So who’s hiring? Companies in a wide array of industries create

ways to use the intelligence and creativity of distributed labor.

41

.comThreadless.com

This hipster company prints T-shirts with designs submitted to its Web site. It expects to earn $20 million in revenue this year.

42

Is there more? Web2.0Web2.0

Share: Share: HP users help each other out• Question: Apr 10, 2007

− I have been getting a problem when searching using Google.

− When I get the results and click on one of them it redirects me to another site and not to the selected site.

• Answer: Apr 11, 2007− You have spyware. Use

spyware removal software.

− Update to the latest signatures before starting scan.

− Your problem will be solved.

Manpower goes virtual

CompetenciesCompetencies of a knowledge manager• Personal interests

– Music/sports collections, events, statistics, trivia– Reading, listening to radio stations, playing bridge– Restaurant finder, social/travel director, grammarian

• Journalist– Published a hand-printed newspaper, reported, edited– Wrote obscure news and facts on the blackboard– Ran a radio station, broadcast basketball games– Published newsletters, intranets, company who’s who list

• Computer Scientist and Manager– Wrote computer programs– Designed reusable programs, routines, operating system– Managed computer services, consulting, marketing

What I must dodo as a knowledge manager

• Communicator and Storyteller– Tell stories– Send useful email (not hoaxes, urban legends, jokes)– Publish newsletters, articles, blogs, presentations, book

• Practice knowledge management– Attributes: Caring, sharing, and daring – Activities: Share, Innovate, Reuse, Collaborate, Learn– Roles: Leader, Manager, Project Manager, Analyst, Guru– Expert: in people, process, and technology components

• All 3 Tipping Point roles– Connector: reach out, meet people, weave networks– Maven: answer man, search expert, knowledge master– Salesman: try things out, engage, persuade

What KM let their staff dodo

Promote wide range of toolstools

Promote ideas Promote ideas (from everywhere in the org chart), implement brainstorming, measure performance, reward good ideas

How to DoDo Knowledge Management1. Share what you have learned,

created, and proved2. Innovate to be more creative,

inventive, and imaginative3. Reuse what others have

already learned, created, and proved

4. Collaborate with others to take advantage of what they know

5. Learn by doing, from others, and from existing information

Knowledge Management Knowledge Management Components

Peopleculture & valuesknowledge managersuser surveyssocial networkscommunitiestrainingdocumentationcommunications

Technologyuser interfaceintranetteam spacesvirtual meeting roomsportalsrepositoriesthreaded discussionsexpertise locatorsmetadata & tagssearch enginesarchiving

Processmethodologiescreationcapturereuselessons learnedproven practicescollaborationcontent management

classification

metrics & reporting

management of change

workflow

valuation

social network analysis

appreciative inquiry

storytelling

blogswikispodcastssyndication &aggregationsocial softwareexternal accessworkflow applicationsprocess automatione-learningsubscriptionspoints trackingreporting

knowledge help deskgoals &

measurements

incentives & rewards

Help me!: Help me!: Which Web 2.0 tool would you use for each of these?

Share

1. Publish your insights

2. Inform colleagues about a nugget of knowledge

Innovate

3. Improve upon a document with a group of colleagues

4. Meet new people to brainstorm and develop new ideas

Reuse

5. Find cool images to use in a presentation

6. Link to the good ideas of thought leaders, and expand upon them

Collaborate

7. Ask for help from others

8. Find a new job

Learn

9. Listen to an interview with an expert

10. Find out what the consensus position is on a given topic

11. Check about the “best” hotel for next company trip

Web 2.0: Web 2.0: Search is the “killer app“ of KM but not ONLY google!

Web 2.0: Web 2.0: Threaded Discussions –im BOOT

Web 2.0: Web 2.0: Blog –HRM course/ private

Web 2.0: Web 2.0: Wiki – various projects

Web 2.0: Web 2.0: Podcast – Swissness

Web 2.0: Web 2.0: Social Networking Sites

Web 2.0: Web 2.0: Spread and connect knowledge

Web 2.0: Web 2.0: Check public reviews

Web 2.0: Web 2.0: Virtual Worlds – Second Life

Possible AnswersShare

1. Publish your insights - BlogBlog

2. Inform colleagues about a nugget of knowledge - Threaded discussionThreaded discussionInnovate

3. Improve upon a document with a group of colleagues - WikiWiki

4. Meet new people to brainstorm and develop new ideas - Virtual worldVirtual worldReuse

5. Find cool images to use in a presentation - Search engineSearch engine

6. Link to the good ideas of thought leaders, and expand upon them - SlideShareSlideShareCollaborate

7. Ask for help from others - Threaded discussionThreaded discussion

8. Find a new job - Social networking siteSocial networking siteLearn

9. Listen to an interview with an expert - PodcastPodcast

10. Find out what the consensus position is on a given topic –– WikiWiki

11. Check about the “best” hotel for next company trip Review ForumReview Forum