Date post: | 09-Jan-2017 |
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Managing Knowledge and Change
Peter Bjellerup – IBM Digital Engagement SWAT Team
MANAGING KNOWLEDGELet’s spend the first section on:
You’re in a fair-sized company, with multiple locations.Describe your ideal way of resolving one of the situations?
1.This task is too tough for me.I need help!
2.Someone must have done something like this before
3.I’d like to learn more about this exciting new topic
4.I have a great idea to improve our business/product/service
5.I’m really proud of this piece of work. And it could be very useful for my colleagues
6.What’s our history with this company? Do we have any good contacts with them already?
7.I’m new on this project. I need to understand the approach taken, the context and background
It’s not about managing knowledge.It’s about releasing knowledge!From heads, hard drives and mail conversations
Managing Knowledge Releasing KnowledgeControl AvailabilityAccess and authority MotivationRepositories ArenasTaxonomies FolksonomiesExperts ExpertiseGrand Bite-sizedFile-centric People/Relations +
Content/Conversations
Knowledge and expertise has several dimensions
People/expertise
File sharing
Online content
Conversations
Meta Knowledge
Who knows what?
Sharing as a “side effect”
On purpose. Blog, wiki, video
Forums, Status updates, Comments, Responses
Likes, Tags, Bookmarks, Recommendations, RatingsDownloads, Views
Kno
wle
dge
Dim
ensi
ons
But while knowledge is surfaced through those dimensions, availability and sharing is enabled (or inhibited) by a different range of factors.These are the ones we can work on to boost knowledge sharing.
People/expertise
File sharing
Online content
Conversations
Meta Knowledge
Lead
ersh
ip &
Str
ateg
y
Proc
esse
s, P
olic
ies
& S
tand
ards
Peop
le &
Mot
ivat
ion
Syst
ems
& T
echn
olog
y
KS/
KM
Tea
m &
Org
aniz
atio
n
Enablers (Inhibitors)
Kno
wle
dge
Dim
ensi
ons
But while knowledge is surfaced through those dimensions, availability and sharing is enabled (or inhibited) by a different range of factors.These are the ones we can work on to boost knowledge sharing.
People/expertise
File sharing
Online content
Conversations
Meta Knowledge
Lead
ersh
ip &
Str
ateg
y
Proc
esse
s, P
olic
ies
& S
tand
ards
Peop
le &
Mot
ivat
ion
Syst
ems
& T
echn
olog
y
KS/
KM
Tea
m &
Org
aniz
atio
n
Enablers (Inhibitors)
Kno
wle
dge
Dim
ensi
ons
Knowledge Sharing Culture
Smart organizations realize the benefits to them of knowledge sharing• Faster identification of
opportunities and threats and faster execution of response
Agility
• Reduced reliance of knowledge hoarded by a few experts, knowledge that disappear with them
Resilience
• Reduced duplication of effort
• Faster onboarding• Shorter runway
Efficiency
• Reduced distortion• Clarity of direction Effectiveness
• Increased occurrence of chance meetings
• More engaged employeesInspiration and
innovation
Access to shared content & communities
Rich “phone book”Post, respond and read updates from person, network and contentTags by self & othersNetworkReport-to chainLinks
Flow of updates from:NetworkCommunitiesContent shared & followedConversations
PlusRecommendationsbased on analytics
Key components of a comprehensive collaboration and networking platform
Network Communities
Content /Conversations
Content / ConversationsFiles Blogs Wikis
Microblog Activities Events
Forums Ideation Surveys
Meta informationBookmarks Tags
Likes Ratings
Views Downloads
Hom
e pagePr
ofile
Biz
Car
d
Features is not all that counts. Some characteristics are critical
Easy to reach Secure
Versatile
Coherent
Integrated
Simple
“Open”
IP Hackers
Network Groups
Contents/Conversations
BYOD
“Appifiable”
Let’s look at the real thing, IBM Connections Profiles
Prof
ileB
iz C
ard
And the home page
List of my communities in IBM Connections
And My Network of course
MANAGING CHANGELet’s look at changing to transparent ways of working
We started the first section discussing your ideal way to do these.How do you think they are usually dealt with today?
1.This task is too tough for me. I need help!
2.Someone must have done something like this before
3.I’d like to learn more about this exciting new topic
4.I have a great idea to improve our business/product/service
5.I’m really proud of this piece of work. And it could be very useful for my colleagues
6.What’s our history with this company? Do we have any good contacts with them already?
7.I’m new on this project. I need to understand the approach taken, the context and background
People usually default to either “phone a friend” or “mail to all”
They are stuck in their old ways
We want people to change from this…
…to this!
Smart employees realize the benefits to them of knowledge sharing• Faster identification of
opportunities and threats and faster execution of response
Agility
• Increased transparency empowers faster decisions better informed and with less dependency on formal structures
• Reduced reliance of knowledge hoarded by a few experts, knowledge that disappear with them
Resilience• Being able to do your job
better by learning from others and finding information faster
• Reduced duplication of effort
• Faster onboarding• Shorter runway
Efficiency• Saving the time spent in
resolving challenges and in onboarding
• Reduced distortion• Clarity of direction Effectiveness
• Improved job performance and productivity that comes from learning from others
• Increased occurrence of chance meetings
• More engaged employeesInspiration and
innovation
• Chance meetings with inspirational colleagues and knowledge
• Better understanding of the organization
Have you tried to hold a beach ball underwater?What happens when you let go?
Understand your key stakeholders, influencers and target audiences
• Executives
• Managers
• Early Adopters
– Champions
– Community Managers
• Transformation team
• Internal Communications
• Role models
• “Tippers”
You need M2E2ME to make change happen
M2 Motivate ManagementE EasyE Embed (Integrate)
ME Motivate Employees
Motivate Management – Without an engaged and motivated management team, you will get neither to the starting blocks, nor across the finishing line
Easy – The smaller the effort is to change, the less you need to invest in training and change management
User Analytics
The ability to analyze a users behavior and interactions in order to determine optimal results.
Voice Recognition
The ability to interact directly with an application through voice commands. These solution combine voice recognition, natural language processing and searching.
Personal Assistant
Systems that take actions on a user’s behalf that are usually associated with human execution
Cognitive
The ability for a system to take “human-like” cognitive action without prior programming.
Adding cognitive computing to make it even easier and more tempting to change your ways of working
User Analytics
The ability to analyze a users behavior and interactions in order to determine optimal results.
Voice Recognition
The ability to interact directly with an application through voice commands. These solution combine voice recognition, natural language processing and searching.
Personal Assistant
Systems that take actions on a user’s behalf that are usually associated with human execution
Cognitive
The ability for a system to take “human-like” cognitive action without prior programming.
“I’ve got five minutes before I walk into a meeting. Prioritize my world for
me!”
A personal assistant to surface priority tasks
User Analytics
The ability to analyze a users behavior and interactions in order to determine optimal results.
Voice Recognition
The ability to interact directly with an application through voice commands. These solution combine voice recognition, natural language processing and searching.
Personal Assistant
Systems that take actions on a user’s behalf that are usually associated with human execution
Cognitive
The ability for a system to take “human-like” cognitive action without prior programming.
“I’ve got five minutes before I walk into a meeting. Prioritize my world for
me!”
“Text my husband about the dinner plans. Now, read me my urgent emails
”
Understand and take action on spoken instructions
User Analytics
The ability to analyze a users behavior and interactions in order to determine optimal results.
Voice Recognition
The ability to interact directly with an application through voice commands. These solution combine voice recognition, natural language processing and searching.
Personal Assistant
Systems that take actions on a user’s behalf that are usually associated with human execution
Cognitive
The ability for a system to take “human-like” cognitive action without prior programming.
“I’ve got five minutes before I walk into a meeting. Prioritize my world for
me!”
“Text my husband about the dinner plans. Now, read me my urgent emails
”
“Yes, please set up that appointment and return the requested files to the
boss”
Smart calendar management and facilitating taking action needed
User Analytics
The ability to analyze a users behavior and interactions in order to determine optimal results. Microsoft Office 365 Graph
Voice RecognitionThe ability to interact directly with an application through voice commands. These solution combine voice recognition, natural language processing and searching.
Siri, Cortana and Google Now have made this capability mainstream
Personal Assistant
Systems that take actions on a user’s behalf that are usually associated with human execution
Examples include prioritization of email inbox, assisting in setting up meetings, returning emails and a lot of consumer capabilities that apply to the enterprise.
Cognitive
The ability for a system to take “human-like” cognitive action without prior programming.
Watson answering questions that it has not been previously “taught” to answer is an example.
“I’ve got five minutes before I walk into a meeting. Prioritize my world for
me!”
“Text my husband about the dinner plans. Now, read me my urgent emails
”
“Yes, please set up that appointment and return the requested files to the
boss”
“I’d like to see those research documents about diabetes. Did the new medication get FDA approval
yet?”
Find information and answers
Embed – knowledge sharing must be part of your job, not on top of it
Motivate Employees – the key to change
Motivation
Systems Processes
• Sense for a larger mission. Your job also includes using your experience and expertise to help others succeed
• Personal performance & efficiency• Formal recognition• Informal recognition• Leader’s words and actions• Visibility of achievements• Intrinsic (feeling good)
”Why should I even learn to use a system to share knowledge if I get nothing out of it, except possibly complaints from my manager that I waste time?”
”I know I’m supposed to document Lessons Learned, but they seem never to be used or even noticed, so I’ll keep it to a minimum”
Business as unusual is the sweet spot of collaboration and transparency.Use it to manage change communications in big transformations!
Focu
sC
omm
unic
atio
nTr
ansa
ctio
n
Predictable Unpredictable
Context
I need… Can anybody help?
Sure! The same
happened to me
Thank you for your attention
http://ibm.co/bjellerup www.thesocialswede.comTwitter: @thesocialswede
Learn from mistakes, preferably those of others.Stupid mistakes are those you repeat