Leveraging NGO Resources

Knowledge Management:

Albert SimardPresented to

Workshop on Diplomacy and NegotiationWashington DC September 18, 2-13

Knowledge Structures

Fluid, unstructured

Social Structure(People)

Organized, semi-structured

Business Structure(Processes)

Rigid, structured

Technology Structure (Technology)

Knowledge Outputs

Outline

Knowledge Management

Social Interaction

Knowledge Work

Some Definitions

Knowledge: Understanding cause-and-effect relationships that help to explain and predict physical, biological, or social phenomena.

Knowledge Management: Develop and implement a knowledge infrastructure to support creating, managing, and using knowledge.

Knowledge Work: People creating, managing, or using knowledge to produce products or deliver services that achieve organizational goals.

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Knowledge Infrastructure

People

learning, motivation,

incentives, performance,

staffing, skills

Content, Services

data, records, analysis, reports, intelligence, policies

Tools

systems to capture, store, share, and process content

roles, responsibilities, authorities, resources

Governance

work routines,operations, best practices

Processes

Knowledge Management

Assets

Sharing

Work

Transfer

Infrastructure

Collaboration

Assistance

Resources Donors

Application

Stock

FlowNGO

Creation

Stakeholders

Understanding Content Content is a pattern, message, or signal embedded within data, information, or knowledge. Data are recorded, ordered symbols or signalssymbols or signals that may carry information and patterns. Information is meaning in contextmeaning in context, arising from processing, interpreting, or translating data to extract an underlying message or pattern.Knowledge is understandingunderstanding of cause-and-effect relationships that help to explain and predict physical, biological, or social phenomena.

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Managing Content

Capture: Represent data, information, or knowledge on reproducible media.

Inventory: Find, list, describe, and organize content; map to business needs, value and prioritize.

Preserve: store; provide access, search & retrieval capacity; maintain, and migrate throughout life-cycle.

Storing Content

Information technology

Network infrastructure

Database, data management

Information library, information management

Knowledge repository, knowledge management

Interfaces for entry, retrieval, & administration

Retrieving Content Access to content

Browser interface

Search engine

Extraction tools

Manipulation tools

Assembly tools

Retrieval system

Outline

Knowledge Management

Social Interaction

Knowledge Work

Social Interaction Framework

Competitiondefence or victory aggressive approach no trust secretive, hostile

GoalsCompatible Conflicting

Interests

Mutual

Autonomous

Collaborationpeer production partnership approach high trust diverse, synergistic

Negotiationmutual agreement adversarial approach nominal trust structured, formal

Sharingleverage knowledge passive approach moderate trust benign, supportive Sports

Business Military

Purchasing Contracts Merger

Conversation Posting Publication

Work Group Community Network

Sharing Attributes

Exchange content Incentives / motivationTrust and safetyOrganizational cultureContent security Individual privacyDifferent expertiseControl and hoardingLarge distances

(Autonomous interests, compatible goals)

Sense, categorize, respond

Sharing OverviewShare

Provide Incentives

Time & Place

Technology

Interact

Explicit tacit

Content

Access

Shared Content

Sharing Explicit Content Existing Content

Shared Content

Provide Incentives

engagementmotivationcompliance reciprocity

Provide Content

e-mail publishingdistributioncontent repository metadata template

Retrieve Content

web browser web portalcontent repository search enginehelp desk

Work Service

network permissioninteroperability awareness

Enable Access

Interact

telephonemeetingcollaboration e-mail Social

Business TechnologyKnowledge

Collaboration Attributes

Synergy and joint productionDialogue, conversations in groups Sharing, exchanges among peersCandor, freedom of expressionTrust, safety, honesty, opennessAgreed rules of conductDiversity, flexibility, outliersEquality, meritocracy of ideasCollective, not individual benefit

(Mutual interests, compatible goals)

Sense, analyze, respond

Collaboration Overview

Social Context

Knowledge Transformation

Technology Support

Organizational Work

Decision

Collaborate

Shared Knowledge

Collaboration - Social Context

Group Knowledge

engagement counseling feedback human resources

Work ServiceIndividual Knowledge

compliancemotivationengagement human resourcesrules & norms guidance facilitationsupport

Influence Attitudes

Affect Behavior

Foster Relationships

Evolve Culture

formationorg. learning change

enjoyment candor openness ethics altruism

participation commitment involvement creativity

trust & safety equality meritocracy synergydiversity flexibility freedom learning transparency

Social Business Technology Knowledge

Negotiation Attributes

Reaching an agreementDebate and discussion Positions and interestsBargaining and compromise Proposal and responseAttempt to establish trustWin/win vs. win/loose

(Mutual interests, conflicting goals)

Probe, sense, respond

Negotiation Overview

Preparation

Bargaining

Organization

Negotiate

AgreementCollaborate

Negotiation - Bargaining

Social Business Technology Knowledge

deception ethics emotions distrust embarrassment

negotiation servicecontent mgt.

Positionquestions assumptions unknowns uncertainty

Identify

CounterPower

Influence

Benefits

coalition leverage attack threats

multiple issues expansion total benefits contingency

losses & gains momentum justification references concessions

Revise position

Draft Agreement

new information

?

important

no

routine

Concludenegotiation serviceoffice app.agreement template

Work Service

Competition Attributes

Victory, gain, or defence Speed of analysis and action are critical No trust, secretive, misleading actionsRules: dominant, important, minimalOngoing process, requires recurring analysis

(Autonomous Interests, conflicting goals)

Act, sense, respond

Competition Overview

Negotiate

Compete

Decision

Intelligence

Action

Monitor Outcomes

Adapt

End

Competition – Action / Adaptation

Social Business Technology Knowledge

Adaptanalysis apps. synthesis apps.

Document

Store

Recommend

Authorize

Outcome

yes

no

decision

Monitorcontent acquisition knowledge mobilization

intelligence repository

office apps competition template

Intelligence

Win / Loose

Learn org. learning

Evaluate after-action review

Act resources

Outline

Knowledge Management

Social Interaction

Knowledge Work

NGO Knowledge Work (pre-activity)Work Technology Interaction

1. Understand the Context institutions, laws, economy, customs

Search, Synthesis, Office Applications, Country Database

Sharing, Collaboration

2. Know the Situation domain, resources, infrastructure, environment

Search, Analysis, Synthesis, Office Applications

Sharing, Collaboration

3. Manage Funding donors, proposals, partners, administration, reporting

Funding Marketplace, Funding Database, Office Applications

Sharing, Collaboration, Negotiation, Competition

4. Manage Contacts expertise, representatives, sources of supply

Contact Directory Sharing, Collaboration

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1. Understand the Context

Awareness (Internet, web browser, search engine)Physical Space: libraries, journals, reports, media (dated, source, reliability, objectivity, purpose, time consuming) Cyberspace: search engine, reference sites, government sites (source, current, superficial, bias, efficient)

Country Report (office applications)Corroborate with country or subject-matter expertsIntegrate content from multiple sourcesValidate in context of NGOs operations and processesReport: prepare, store in database, submit

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Institutions, Laws, Economy, Customs

2. Know the SituationEvent: domain, resources, infrastructure, environment

Monitor (existing systems)

Search (Internet, Web browser, search engine, filter)

Contact experts (directory of expertise)

Uncertainty (scenarios, sense, act, respond) Conference: participants, positions, laws, agreements, voting

(country database, voting database) Report: integrate, interpret, synthesize, report, recommend

(office applications)

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3. Manage FundingDonors: known sources, search, compatibility

(donor database, search engine, funding market)Proposals: rules, constraints, procedures, evaluation

(office applications, proposal template)

Partners/Competitors: joint submissions, proposal strategyStoring: donor information, attachments, project links

(funding database, project database)Administration: invoices, accounting, accountability

(accounting/financial application, project database)Reporting: as required, properly formatted

(office applications, financial reporting application)

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4. Manage ContactsExperts: subject, country, law…

Internal (expertise, employee database, contact info)

External (expertise, employer, name, contact info)

Representatives: international, other NGOs, governments (organization, position, role, name, contact info, links)

Suppliers: food, medicine, supplies, transport, technology(goods & services, company, catalogues, name, links)

Contact Directory: data entry, searching, management Add, change, delete, approve content

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Mobilizing Emergency Content

•Interoperability: jurisdictions, organizations, disciplines

•Integration: process, function, role, scale

•Systems: monitoring, decision support, integration

NGO Knowledge Work (post-activity)

Work Technology Interaction5. After-Action Review capture, administration, efficiency, effectiveness, outcomes

Event Database Activity Database(s) Office Applications

Sharing, Collaboration

6. Report activities projects, events, issues, accomplishments, outcomes

Activity Database(s) Office Applications

Sharing

7. Learn & Adapt individual, community, organization, change

Learning Database, Change Management

Sharing, Collaboration

8. Categorize positions delegates, organizations, countries

Voting Database Collaboration, Negotiation, Competition

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5. After-Action ReviewCapture: journal, automated input, template, multi-media

(notebooks, tape recorder, video, event information system)

Administration: process, HR practices, compliance, values

Efficiency: costs, staff, technology, time, effort

Effectiveness: milestones & deliverables, outputs, objectives Outcomes: successful negotiation, influence stakeholders, reduced risk, mitigate impacts, increase well-being

Lessons learned: what was planned, what happened, what went well, what can be improved, how to improve

After-Action Database: (office applications, interface)

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6. Report Activities

Compile content (information systems, databases)

Draft report (office applications, templates)

Review (e-mail, collaboration site, office applications)

Revise (office applications, version control)

Approve (submission & decision process)

Produce (document production application)

Store (report database, metadata)

Distribute (Web site, e-mail, mail)

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Projects, Events, Response, Accomplishments

7. Learn and Adapt

Individual: awareness, assimilate, memorize, comprehend, apply, analyse, synthesize, evaluate

Community: voluntarism, sharing, dialogue, harvesting

Organization: identify, consensus, integrate, plan, document, recommend, approve

Change: sense of urgency, establish coalition, develop strategy, engage people, empower action, early success, maintain momentum, institutionalize

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8. Categorize Positions

Compile from multiple sources (external voting data)

Analyze statistical trends and patterns (statistical apps.)

Interpret underlying context and particular situations

Dialogue with individuals (trust, role, security)

NGO Voting Database (office applications, interface)

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Delegates, Organizations, Countries

Main MessagesManaging knowledge assets leverages an NGOs capacity to do knowledge work. Social interaction includes sharing, collaboration, negotiation, and competition.Knowledge work involves both technical support and social interaction.

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E-Mail: albert.simard@drdc-rddc.gc.ca

http://cradpdf.drdc-rddc.gc.ca/PDFS/unc121/p536618_A1b.pdf

Knowledge Services: A Synthesis of Best Practices

Presentations: http://www.slideshare.net/albertsimard/slideshowshttp://www.slideshare.net/Al.Simard/slideshows