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© 2010 The MITRE Corporation. All rights reserved. Approved for Public Release 10-3179

Methods and Tools for Knowledge Transfer

in a Multigenerational Workforce

Marcie Zaharee, PhD

The MITRE Corporation

KM Principal

[email protected]

781-271-3345

Pepperdine University Graziadio

School of Business and Management

Knowledge Management Conference




Over view

About MITRE

± Rich Culture of Knowledge Sharing

Knowledge Transfer Activities

Multigenerational Workforce Challenges & Mitigation Strategies

Web 2.0 presence on public site

Knowledge sharing and collaborative toolset

Handshake Research prototype

Findings from Handshake usability study

Summary




About MITRE




Our History

MITRE is a private, independent, not-for-profit organization, chartered to

work in the public interest Founded in 1958 to provide engineering and technical ser vices to the

U.S. Air Force

Currently manages four Federally Funded Research and DevelopmentCenters ± for the Department of Defense, the Federal Aviation Administration,the Internal Revenue Ser vice/Department of Veterans Affairs, and theDepartment of Homeland Security

Supports a broad and diverse set of sponsors within the U.S. government,as well as internationally

4




Knowledge Management Program

KM Program ± Started about 12 years ago

± A corporate planning, strategy, and championship function

± Under the auspices of the CIO, and works with representativesfrom the business units

KM Mission

± Foster knowledge sharing culture and practice

± Support collaboration and ³bringing the community to bear´

± Champion the methods and practices to connect people and to

manage knowledge assets for sharing and reuse KM program is NOT

± One system: although much revolves around the MII

± One initiative: ³a lot of cumulative things´

± One organization: many contribute5




KM History at MITRE

6

2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

KM Supporting Technology

KM Supporting Technology

KM Organizational Events

KM Organizational Events

Center KMpilots

Infolink &KnowledgeZones

ProjectShare

BestPracticePartner in

APQC for ManagingContent

1st KMAwards

My MII

Corporatetaxonomy

MIIGoogle

IndexingTransfer folders

ExpertiseFinder

Socialnetworkanalysis

CommunityShare

CommSharePartnersin pilot

MITREPedia

Next Genportal

CS toMOSS07

Onomi

Next GenMII

Facetedsearch pilot

Projectpage pilot

Second KMassessment

CommunitySupportTeam Collaborate

IQawareness

FastForwardTeam

Integrated

GuidanceRevised KMstrategy

APQC BestPracticePartner inExpertiseFinding andSocialNetworking

199919981997199619951994

Sponsor extranets

ExpertFinder prototype

1st topicalindexes of distributedresources

MIIPublish& Sharefolders

MIIlaunched

Phonebook

MIIprototype

FirstTechnologySymposium

MII ContentTeam

TechnicalExchangeMeetings

Assessmentof KMbaseline

KM Director & linechampions

1st groupOfficer goal

IA Ser vice

Revised KM

metrics

APQC MaturityModelBenchmarking

10 BestIntranet List

SocialNetworking

Pilot;

Partners toMOSS07;

NextGen WebContentManagement




Rich Culture of KnowledgeSharing




Knowledge Transfer Activities




Center Specific Onboarding

Reser ves at the Ready

Friday¶s ³at home office´

Quality Work Flow

Storytelling

Technology & Knowledge Transition/Transfer Process

Center Mentoring Programs

± Opportunity to work with a senior leader

± Reverse Mentoring ± Provide Mentor-protégé Pairs

Innovation Zone

± Idea Management Platform

Knowledge Transfer ±More Recent Initiatives




Multigenerational WorkforceChallenges




Workforce demographics

Diversity inclusion

± Corporate Diversity Action Council

± Millennial Advisory Committee

± Center effort to include a diverse expertise set on ³red teams´

± FastTRAC

Attracting a younger generation

± Active student recruiting program

± Summer interns/co-op program ± STEM ³outreach´ efforts

± Web 2.0 presence on public web site

± Knowledge sharing toolset

Multigenerational Workforce Challenges

Avg. age

47

<5 yr. employees

20%

Nextslides




Web 2.0 presence on web




MITRE¶s Social Networking, Apps andRSS Feeds




MITRE¶s Twitter Page




MITRE¶s Facebook Page




MITRE¶s Ad Campaigns on Facebook




There¶s a ³MITRE app´ for that




MITRE Public Forum

MITRE Cloud expert poses monthly

question to industry.

45+ responses posted in 7 months.




MITRE¶s Knowledge Sharing &Collaborative Toolset




Knowledge Sharing andCollaborative Toolset




Handshake ± MITRE¶s Social Platform

Business networking prototype created to supportvaluable relationships between current employees,

industry, vendors, academia, sponsors, former employees,

and other FFRDCs

Web portal that includes personal profiles, ³friending,´status updates, blogs, bookmarking, RSS feeds, file

sharing, discussion forums




Profile

Groups

Activityupdates

Colleague Profile Page




Conducted 21 one-on-one, 1-hr open-ended inter views withHandshake users

± Selected users with varying levels of Handshake activity

Focus

± Understand how Handshake users are using the tooland how they interact with others in the tool

± Identify benefit/value they are getting out of tool usage

Handshake User Study




Key Findings:

1. Expanded online support for project collaboration

± Multiple capabilities in common environment

± Easy cross-organizational collaboration

2. On-line communities facilitated knowledge sharing

± Diverse types of communities

± Community management ± self managed

±³Lurking´ is a useful activity new communities oftendiscovered through tracking others¶ activities

3. Use of Handshake for networking

±³Connections´ used to track others through ³activity streams´

± Some more interested in learning who the author of adocument is rather than specific content

± Relatively little use of platform for personal blogs

4. Handshake supplements other social tools

Handshake User Study, cont.




Challenges/Next steps

± Identify success criteria

± How to use groupdiagnostics to monitor and facilitate

communities? ± How best to support

integration betweensocial media?

± How does Handshakefit in the MITRE culture?

Additional Social Media Research




MITRE has a long standing, rich knowledge sharingculture

Multigenerational workforce ± many localized

activities to encourage knowledge transfer between

the generations

Diverse knowledge sharing and collaborative toolset

Exploring use of social media for MITRE and MITRE¶s

partners

Summary




Back up




MITRE

Outcomes

Bringing theCorporation

to Bear

Bringing theCommunity

to Bear

Knowledge Worker Effectiveness asCreator and User

Areas of improvement identified by KM research

Improve informationfindability and quality

assurance

Collaborate and tapexpertise more

effectively

Strengthen training,behavior and practice

Deliver what I need toknow (more targeted

information awareness)

Enterprise KM Strategy

StrengthenMITRE¶s

person toperson

knowledgetransfer ability

Strengthenknowledgecapture and

re-usepractices

Assure theefficient

F indability of knowledgecritical to

MITREperformance

Anticipateand deliver

neededinformation

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