Is ‘Good Enough’ KM OK ?

Ian Fry

The Story So Far ….

• ACTKM10• Kate Andrews• Nonaka• “The Movement of Practical Knowledge between

People”• ACTKM Forum / LinkedIn• John T Maloney

• We are not Hard Enough on Ourselves

Heard it Before

• Patrick Lambe

Heard it Before

Heard it Before

What keeps CEOs Awake?

• It’s probably NOT KM

• What keeps KM people awake at night?

• Justifying KM

• ‘Good Enough’ is non – trivial

• Knowledge Quality and KM Quality

• Share Practical Solutions and Approaches

• Toughen Up !!!

1. ROI• $ Return on Investment.• Assets include “Goodwill” • Share Market Value – based on emotion• Enron and News Ltd• Health• It would be nice, but probably doesn’t work

OGOE• Organisational Gain on Effort• Not measuring money • Measure the Cost of all effort.• Benefits mainly measured “downstream” from point of application of KM• “Big Bang” theory of return

2. Exams and Measures

• Primary School • Knowledge Competencies

– Do you know where to go for….– How would you ….

• Set KCI • (Knowledge Competency Indicators)

• KPI in Board Room

• Sveiby 1997• Lambe 2007

3. Assessment

• Measurement is best; Assessment is OK• Arthur Shelley - Measuring Contribution to

Group Projects • We can nominate WHAT areas of business we

will improve.. But the measurement….• IT Application just to carry the metrics of KM

Dr Tim Matthews

• Change the Language: Change the Currency

4. Feedback Loops

• Nick Milton – Experience Management• AKA Reflection

• Knowledge Audits• Just Do it!• Is your KM itself, a “learning system”?

5. Simple Stuff – Gladstone to Bordertown

5. Simple Stuff – Gladstone to Bordertown

2006

5. Simple Stuff – Gladstone to Bordertown

Major Changes to Training, Procedures and Manuals….

5. Simple Stuff – Gladstone to Bordertown

2010

Deemed a success because of Lessons Learned, changes to Training and Procedures

5. Simple Stuff – Gladstone to Bordertown

No Audit Trail of WHY things were changed

Not even ‘Track Changes’ version

6. Experiment

• Agile Development – small tactical steps• How do you ‘unlearn’ ?• Where do you get the sample size from?• Not Possible?

We deal in Real World / Real People Issues – We are not in a Laboratory

7. Error vs Quality

• Wray Buntine• Ask for Acceptable Error Rate up front.

• Sentiment Analysis – 75% accuracy oob “good”• Forum/Blog Posts 1:10:100 “good”• Marketing 1:3:10 – qualify leads, etc

• No KM Governance without a Definition of Quality KM• No Quality KM without Knowledge Quality• Davenport & Prusak 2010

8. KM Focus

• What keeps ME awake at night

The Chameleon Project

Semantic Processing

Web 3.0+++

Reading and Understanding English Text

8. KM FocusSemantic WebPrimary SchoolRDF format

{David | Convenes | Conference}

Text AnalyticsSecondary SchoolSentiment Analysis

Auto Responders for Twitter

OrionUniversity

Jim BranderClosed Logic

ChameleonPost GradEverything +

Suitable for Business

Semantic Engineer

Javascript/ C++/ symbols in Sanskrit translated from Urdu

8. KM Focus

• Example use: Tagging by SME• Tag=Review of Training, Skills or Knowledge

– Clarify Control and Operations Point

– Electronic solution to be considered.

– Careful selection of roles for Team personnel

• We can do better• Enter the SAM KEKOVICH Brigade• Moore-Lambe• Taxonomy Fairy Tales• “Enterprise Search # Replacement for Taxonomy”• “Automatic Tagging doesn’t work”

8. KM Focus

• Automated Options– No tags – use Search– Auto tag– Etc

• Nonaka• “The Movement of Practical Knowledge between

People”• Possible Outcomes

– Default tag with SME override,– Advise SME, – Dialogue Training – 2 –way

• That is the KM Solution

Artificial Intelligence not Knowledge Management.

Replaces the Human

SME still deluding themselves

Need to Stand with Jim Brander

8. KM Focus

• Understand the KM you are trying to achieve at EVERY POINT

• (even the best can get lost!)

• Pay attention to those you disagree with

• KM Project Structure

• Methodology not Mythodology

• Your thoughts ??

• Why is your KM better than this??

• How can you prove that??

Your Turn

• Metaknowledge Project

• www.frysystems.com.au

• www.knoco.com.au

• ACTKM10 Award Case Study