Knowledge Services: The Why of Knowledge Management

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Knowledge Services The Why of Knowledge
Management
Albert Simard presented to Public Service as a
Learning Organisation Johannesburg, South Africa
Nov. 21-22, 2006
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An opening thought
One of the saddest features of the real world is
that goods do not spontaneously present
themselves for distribution
The Economist (Nov. 5, 1994)
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Outline

• Knowledge Services
• Knowledge Services System
• Framework Dimensions
• Service Framework

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What is Content ?
Services

• Collections objects, artifacts books,
  documents, rocks, minerals, insects, plant
  materials, diseased tissue, seeds
• Data facts, observations elements, files,
  records, datasets, databases, statistics
• Information meaning, context records,
  documents, reports, photos, maps, brochures,
  presentations, recordings
• Knowledge understanding, predictability
  equations, models, scientific publications,
  experience, know-how

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Content Value Chain
Services
Embedded value in the form of the message or
signal contained within all elements of the
content value chain.
Flow of content through sequential stages, each
of which changes its form and increases its
usefulness and value. (NRCan, 2006)
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Knowledge Services
Services
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Service Value Chain
Services
1. 2. 3. 4. 5.
6. 7. 8. 9.
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Knowledge Services - Stages
Services

• Generate (start Knowledge Services value chain)
• Transform (goods services increase utility,
  value)
• Manage (permit transfer)
• Use Internally (accomplish organizational
  objectives)
• Transfer (enable external use)
• Enhance (increase availability, utility, value)
• Use Professionally (sector derives benefits)
• Use Personally (individuals derive benefits)
• Evaluate (organizational mandate, resources)

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Knowledge Market
Services
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Outline

• Knowledge Services
• Knowledge Services System
• Framework Dimensions
• Service Framework

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Knowledge Services System
System
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Knowledge Services System Structure
System
Elements of Zachman (1992)
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System Stages
System
essential
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System
Management Sub-System
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Manage Content
System
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Services System - Attributes
Services

• Independent of content or issues
• Based on a sound logic model
• Addresses real-world complexity
• Includes all organizational Infostructure
• Supports performance measurement
• Helps identify important questions.

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Outline

• Knowledge Services
• Knowledge Services System
• Framework Dimensions
• Service Framework

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What is a Framework?
Dimensions
Structural outline of the components of an
organization, system, or process and the
relationships among them.
Understanding Knowledge Services NRCan (2006)
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Why a Framework?
Dimensions

• Provides structure in a complex world
• Shows what the picture looks like
• Describes how things are related
• Lists everything that is included
• Basis for planning and action.

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Framework Dimensions
Dimensions
Scale
Infrastructure
Service
Content
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Scale
Dimensions

• Organization
• Society - sovereignty
• Government - mandate
• Department - authority
• Sectors resources
• Branches - coordination
• Programs - services
• Projects - deliverables
• Tasks - results

• Management
• Business Case role
• Vision goals
• Charter - existence
• Governance decisions
• Framework structure
• Policies - outcomes
• Strategy approach
• Plans procedures

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Management Infrastructure
Dimensions


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Content Focus
Dimensions
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Service Focus
Dimensions
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Primary Dimension ?
Dimensions
Scale

• Content
• organization
• management
• supply

• Services
• clients
• markets
• demand

Cost of running the business
Investing in the business
Infrastructure
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Services Framework - Attributes
Dimensions

• Horizontal flow rather than vertical processes
• Links science to policy and other outputs
• Supports organizational mandate and business
• Promotes sector outcomes
• Emphasizes benefits for clients and Canadians
• Helps identify important questions

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Outline

• Knowledge Services
• Knowledge Services System
• Framework Dimensions
• Service Framework

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Service Framework
Framework
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Important Questions
Framework
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Organizational Role in Knowledge Markets?
Framework

• Content - provider, user, intermediary
• Participant - owner, manager, developer, member
• Support - champion, facilitator, funding,
  infrastructure

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Approach to knowledge markets?
Framework

• Supply
• Integrate different types of content
• Measure system performance
• Improve system productivity
• Demand
• Survey market wants needs
• Transform surveys into market intelligence
• Adapt outputs to market wants needs
• Evolve capacity to reflect shifting markets

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Information Rights and Policies
Framework
Government of Canada
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Distribution of outputs among user groups?
Framework

• Internal users leaders, managers, planners,
  advisors, coordinators, knowledge workers
• Body of knowledge national international
  science technology communities
• Other services transaction, intervention,
  interaction
• Intermediaries governments, business,
  practitioners, trainers, researchers, media,
  NGOs, international groups
• Clients - governments, business, practitioners,
  trainers, researchers, NGOs, international groups
• Canadians e.g., community, well being, safety,
  employment, education, consumerism, environment

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Richness Spectrum Transfer Use
Framework
Rich
Reach
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Richness Spectrum - Processes
Framework
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Richness Spectrum Interaction Distribution
Framework
Rich
Reach
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Audience Characteristics
Framework

• What are their triggers?
• Who do they listen to opinion leaders?
• Are they partners? Clients? Stakeholders?
• How often do they need content?
• What format do they need?
• What is their level of understanding?

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Channels
Framework
How will outputs and services be provided? One
way or many? Push or pull? Synchronous or
asynchronous?

• On-line
• On-site
• Off-site
• Kiosk
• Mail
• E-mail
• Telephony
• Fax

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Why a Service Framework?
Framework

• Direct link to organizations business
• Supports strong business case for IM
• Focuses on clients Canadians
• In sync with GoC service transformation
• Promotes a shift from supply to demand
• Heres what we have / What do you want?

IM should be more successful with a service focus!
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A Final Thought
The first task of any theory is to clarify terms
and concepts that are confused Only after
agreement has been reached regarding terms and
concepts can we hope to consider the issues
easily and clearly and expect to share the same
viewpoint.
Karl Von Clausewitz (1780-1831)