Published on March 12, 2014
www.km-‐me.com info@km-‐me.com 1 Change Management for Knowledge Cultures: Strategies for Effective Communication Dr Madan Rao Editor, ““The Knowledge Management Chronicles”” http://twitter.com/MadanRao firstname.lastname@example.org KM: Drivers and Outcomes ● Drivers – Internal ■ Challenges: knowledge retention ■ Opportunities: improving productivity – External ■ Challenges: competition, environmental pressure ■ Opportunities: innovation, globalisation ● Outcomes – Productivity, Innovation, Risk management The “8 Cs” of Success in the Knowledge Era ● Connectivity ● Content ● Community ● Culture ● Capacity ● Cooperation ● Commerce ● Capital
www.km-‐me.com info@km-‐me.com 2 Making it work: KM communication ● Setting the vision, mission ● Defining the “KM brand” ● Channels, styles ● Engagement: participation, gamification, inspiration ● Culture transformation: internal and external conversation ● The long term: measure, re-calibrate, expand KM: What’s in a Name? ● Cable & Wireless: Phoenix ● Ernst & Young: EY/KnowledgeWeb ● KPMG: Kworld ● World Bank: YourNet, PeoplePages ● DaimlerChrysler: TechClubs ● Ericsson Research Canada: XPERTiSE tool ● Vendors: MindJet’s Mindmanager, Invention Machine’s TechOptimizer Cultural components ● Vision, mission ● Values, beliefs, assumptions ● Artifacts: dress code, office décor, posters, T- shirts, ambience, language, jargon, stories/ legends ● Behaviour: meetings, workflow, queries ● Examples: The HP Way, The Asian Way, The DotCom Way Types of Cultures ● National, regional, ethnic ● Individualistic, family-oriented, community- oriented, networked, mercenary, fragmented ● Start-up, SME, national conglomerate, MNC ● Private sector, government, NGO, academic ● Online, offline culture ● Subcultures: sales, R&D, media Case Study: Workshop: Identify 5 characteristics of your group culture ● Caring ● Willingness to achieve ● Many cultures, get along fine (50!) ● Lots of talk, no walk ● Work hard, play hard ● Too much politics ● Sense of purpose ● We do race ahead – which can be a bit of a challenge some times ● Tech-savvy? – not state of the art, but enough ● Staff are proud to work here ● Can progress well within the company KM Branding: Infosys ● Use contemporary themes for campaigns ● Make heroes of Infoscions ● Brand is more than the poster and banner: the perception of every KM group member by users, their physical appearance, mannerisms ● KM Brand personality – Reliable, Responsive, Sensitive, Dignified, Learned
www.km-‐me.com info@km-‐me.com 3 What we did so far… KM @ Perot Systems ● Participatory branding: choice of portal name (K- Edge) ● Internal corporate communication: branding, design ● Newsletters, knowledge nuggets, competitions ● Awards KM @ EurekaForbes
www.km-‐me.com info@km-‐me.com 4 ABB ● Vision: “Everybody is a knowbody - knowbodies share knowledge with everybody” ● Value statement: “We learn from each other by sharing our knowledge and experience” ● Management on all levels must “walk the talk” Buckman Labs “KM happens one person at a time, one conversation at a time.” Robert Buckman Ministry of Finance (MoF) ● 2007: Appointment of Directorate Knowledge Activists ● Focus on email as a communication and documentation tool ● Vendor: Third Sight ● 2008: finalised taxonomy ● 2010: Launch of MOFi, the MOF Intranet Portal ● Next steps: suggestions/innovations, social media MoF ad: Can you find the 0 amongst the Qs? QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQOQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ Singapore Police Force (SPF) ● Learning organisation: cited by Peter Senge in 2006 ● The Five Disciplines: personal mastery, mental models, shared vision, team learning, systems thinking ● CKO = Deputy Commissioner of Police ● Leadership Moments, KM Day, Learning Festivals ● KM Skit, KM Storytelling Competition ● Project Management blogs, KM Communications Team ● Centres of Excellence, Best-practice visits ● Academic partnership: Republic Polytechnic Supreme Court ● CEO = CKO; KM Champions in functional groups; KM Activists ● KM Justice Portal, Wiki ● “Creanovator” room for Innovation Activists ● One of world’s first Supreme Courts to participate in a KM competition!
www.km-‐me.com info@km-‐me.com 5 The Conversation Manifesto 1. Knowing how to ask questions 2. Willingness to ask for information, help 3. Willingness to give, accept knowledge 4. Expectations of sharing knowledge 5. Promptness in sharing knowledge; deadlines The Conversation Manifesto 6. Giving feedback on received knowledge 7. Handling conflicting knowledge responses 8. Acknowledging, rewarding, acting on knowledge contributions 9. Existence of knowledge cultures at all levels of the organisation 10. Extension of knowledge behaviours outside the organisation Metrics ● Technology/activity metrics ● Process metrics ● Knowledge metrics ● People metrics ● Organisational metrics KM: Inspiring Quotes ● "A little knowledge that acts is worth infinitely more than much knowledge that is idle.“ - Kahlil Gibran ● "The great end of knowledge is not knowledge but action." - Thomas Huxley ● “It isn't what you know that counts, it's what you think of in time.” - Benjamin Franklin ● “Knowledge is not like gold. It’s more like milk -- it has an expiry date.” - Carol Kinsey Goman Indian Proverbs ● Studying is sweat, but knowledge is sweet. ● Iron and knowledge will get spoiled if they are not used. ● One's knowledge is only a handful of sand, there is still an ocean of knowledge to learn. ● Experience is as important for knowledge as education. ● A second of help is better than hours of advice. Arab Proverbs and KM! ● A known mistake is better than an unknown truth. ● Doubt is the key to all knowledge. ● Knowledge is a treasure, but practice is the key to it. ● A mother is a school. ● One day your life will pass in front of your eyes, so make it worthy to look at.
www.km-‐me.com info@km-‐me.com 6 email@example.com http://twitter.com/MadanRao Now that you have mastered KM, how best will you communicate the KM message to the rest of your organisation?
Madan Rao's presentation at KM Middle East 2014, Dubai, UAE, 12 March 2014
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