CPR Meeting

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CPR Meeting

• Leveraging Knowledge Management at NCC

by Simon Forster
V071114
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Who is Simon Forster?
Knowledge Management Consultant

• Job History
• Defined and managed the implementation of a web
  based KM system at Tesco Property Services
• Head of Knowledge Management Strategy BT.
• Information / Knowledge Manager.
• Usability Specialist
• Communications Manager.
• Operations IT Manager Global Business
  Markets.Achievements
• Awarded an innovation of the year award by
  Computer Business Review at the UK Technology
  Awards.
• Published a two-page case study in What
  Laptop magazine on my work.
• Won the BT Award for Quality in Web Awards for
  Knowledge Management.
• Led work improving employee satisfaction,
  achieving the highest team score in BT.

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What is knowledge?

• Knowledge - the result of people thinking about
  perceived data and interacting with one another
  to add meaning and value
• Knowledge is only valuable when it is used -
  Its not what you know its what you do with
  what you know
• Competitive advantage - making better use of
  knowledge than your competitors
• Knowledge is an asset!

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What is knowledge?

• Knowledge is information in context to produce an
  actionable understanding
• Knowledge - What we know

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What is knowledge management?

• A collection of methods and ideas by which
  organisations seek to achieve competitive
  advantage through developing and exploiting their
  intellectual assets.
• How an organisation identifies, creates,
  captures, acquires, shares, and leverages
  knowledge.

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What is knowledge management?

• The systematic processes by which knowledge
  needed for an organisation to succeed is created,
  captured, shared and leveraged.
• Sharing what we know with the right person at the
  right time for a positive effect - to help them
  work more effectively.

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Approaches to KM

• Explicit vs. tacit
• Codification vs. personalisation
• Explicit information management
• Tacit knowledge sharing

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Knowledge Framework
Information Database
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What do I need from you?

• Information about the service
• Tel Numbers, Names, Job Descriptions,
  Departments, Addresses
• Service descriptions
• Information about the service being left behind
• Clear ownership of departments public
  information
• SLAs / Promises
• Processes As Is or preferably To Be
• Bottle of nice red wine (Amarone)

Tel [phone]
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Tel [phone]
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Questions Answers
Getting the most from what you have identifying
gaps

• What type of information is available?
  (Searching, Awareness Process)
• Content Reliability (is it available, is it
  right, is it consistent, is it up to date?)
• Content Navigation and Search (Can you get to
  it easily and at speed?)
• Personalisation (is information tailored to
  your needs, or are you bombarded by irrelevance?)
• Collaboration (do processes exist whereby the
  learning's of one are shared across a team?)
• What technologies are used?
• How is it accessed?
• What is it used for?
• What are the business benefits? (Time, Quality,
  Money People)
• Result if taken away? (Time, Quality, Money
  People)
• Barriers/issues/concerns?
• What are the benefits to your mobile workers?
  (WIFM)

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• Summarises all of the news for the week gone
• Making people aware of news they didn't know
  they needed!
• Personalised
• Push

• Voice broadcast via Teamphone platform to 3500
  people

• Sections

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• Push

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Taxonomy
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Taxonomy

• Created the Major Business Taxonomy.
• Enable Content Management of Web Sites.

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Taxonomy
Benefits

• Enables the distribution of more information to
  more people using the same resource
• Enables content management of other sites
• Enables authoring of several sites homepages
  through the input of one item
• Less web resource needed to manage other web
  sites
• Enables greater awareness of the same issue
  across many sites
• Resulting in better informed people making
  better decisions, for no increased cost
• Increasing users awareness of BT's Strategy and
  how they fit in
• Higher satisfaction rate from users. (95)

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Usability
Benefits

• Enabling people to get the information they
  need quicker and simply
• Enables dial up users to view sites easily
• Improved productivity through less time spend
  looking for information
• Templates need to be fully tested on end users,
  not by the publishers deploying them.
• Sites or pages should be intuitive and self
  explanatory enabling the user to accomplish
  whatever task they choose to do in the most
  efficient manner.
• Usability is about making interfaces easy and
  logical to use for the user - why make it hard or
  tricky for someone to complete a form online.
• If users have a bad experience, psychologically
  they are wary of returning, and tell others
  negative publicity.
• Consistent interfaces benefit from 'learned
  behaviour' - if you can navigate around one, you
  can navigate around all the others sharing a
  single look and feel therefore saving time
  working out how to navigate.

• "....I can guarantee that any company that makes
  its site easy to use will have a major advantage
  over its competitors, no matter what industry
  it's in" Jakob Nielsen (i.e. Amazon)

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Future
Web Publishing

• Migration of web publishing activity to a
  content managed approach increasing efficiency in
  web publishing and re-purposing content -
  delivering the right information to the right
  person at the right time.
• Ability to render personalised content based on
  user profile current activities
• Reduction in FTE maintaining content
• Reduction in number of top level sites with the
  migration of content onto managed KM solutions
  and elimination of duplicate content
• Enhanced skill set in CM, Categorisation and
  Taxonomy implementation knowing how to mark up
  the info to the business needs changing the web
  publishing skill set from one of technical role
  to KM role