NEXT-GENERATION COMMUNITIES OF PRACTICE
Transcript of NEXT-GENERATION COMMUNITIES OF PRACTICE
The world’s foremost authority in benchmarking, best practices,process and performance improvement, and knowledge management.
NEXT-GENERATION COMMUNITIES OF PRACTICEAn APQC/IRI Webinar
October 13, 2017
SPEAKERLauren Trees
Principal Research Lead, Knowledge Management
APQC
Email: [email protected]
Twitter: @Ltrees_KM
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16 YEARS OF COMMUNITIES RESEARCH
20052001 2010 2011 2017
Building and Sustaining
Communities of Practice
Using CoPs to Drive
Organizational Performance and Innovation
Sustaining Effective
Communities of Practice
Positioning Communities of Practice for
Success
Next‐Generation Communities of Practice
2016
IRI APQC Virtual Roundtables:
Engaging Experts in Knowledge
Transfer, Collaboration, and Innovation
You are here
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How are organizations using communities to enable knowledge transfer, collaboration, and innovation?
How have communities evolved over the past decade?
What changes have new technologies brought?
How have norms and expectations shifted?
RESEARCH QUESTIONS
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FEATURED EXAMPLES
Services
Petro‐chemical
Energy utility
Life sciences
The Best-Practice
Organizations
AccentureFinancial services organization (blinded)WSP Global
Nalco WaterSchlumberger
ENGIESchneider Electric
Management Sciences for HealthMedtronicSyngenta
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FOCUS AREAS
1. Strategy and Structure
1. Strategy and Structure
2. Processes, Tools, and Approaches
2. Processes, Tools, and Approaches
3. Roles and Responsibilities3. Roles and
Responsibilities
4. Promotion and Engagement
4. Promotion and Engagement
5. Measures and Value
5. Measures and Value
STRATEGY AND STRUCTURECOMMUNITY STRATEGY & STRUCTURE
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STRATEGY & STRUCTURE
Communities are sharply focused on business objectives
Aligning CoP Purposes to Business Priorities at Accenture
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TOP GOALS CORRELATED WITH EFFECTIVENESS
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STRATEGY & STRUCTURE
Links to organizational learning have strengthened
Syngenta positions its networks as
part of Learning & Exchange, Accelerating
Progress (LEAP) that combines CoPs with
education and capability
development
Syngenta LEAP Pillars
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STRATEGY & STRUCTURE
The one‐size‐fits‐all approach is being replaced by a moreflexible structure in which different CoP models servedifferent purposes
External
Employee only
Business‐oriented enterprise‐wide groups focused on
disciplines
Business‐oriented groups focused on long‐term projects and initiatives
Financial services organization community types
Hubs that facilitate information and document sharing
Communities of practice
Communities of purpose
Communities of interest
Knowledge centers
Groups based on demographic affiliation, networking, advice, and informal mentoring
COMMUNITY PROCESSES, TOOLS, & APPROACHES
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CoPS BENEFIT FROM MULTIPLE TOOLS & APPROACHES
8 Tools and Approaches Correlated with CoP Effectiveness
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PROCESSES, TOOLS, & APPROACHES
Social networking is eclipsing threaded discussion forums for community collaboration
Communities of practice
Enterprise social
Central access to relevant updates
Find expertise
Quickly share information & ask/answer questions
Long‐term collaboration &
relationship building
In‐person or virtual meetings & events
May provide validated expertise
Steward bodies of knowledge
Specific deliverables focused on
business goals
Informal, transactional
Flexible & fluid groups (often self‐forming)
Enables team, function, or cross‐functional
collaboration
Usually not focused on specific deliverables
May or may not be business‐oriented
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PROCESSES, TOOLS, & APPROACHES
Activity streams and connected systems provide astreamlined, cohesive user experience
Medtronic Information eXchange Schneider Electric Spice Platform
My newsfeed
Questions to answer
Colleagues
Wall posts
Followers
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PROCESSES, TOOLS, & APPROACHES
Additional technological developments are exerting an increasing impact on communities
Video content Mobile apps Cloud‐based platforms
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PROCESSES, TOOLS, & APPROACHES
Communities have gotten smarter about how they balance virtual and face‐to‐face interaction
TEN Days enable local interaction at Management Sciences for Health
At Schlumberger, multi-day combination in-person & virtual workshops “follow the
sun” to facilitate global participation
COMMUNITY ROLES & RESPONSIBILITIES
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ROLES & RESPONSIBILITIES
Community leadership responsibilities are frequentlydistributed across multiple roles
Co‐leader
Co‐leader Co‐leader
Sponsor Core team
Experts
Topic leads
Content managers
Regional or functional advocates
Members
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ROLES & RESPONSIBILITIES
Peer‐to‐peer networks and just‐in‐time learning havereplaced some formal training for community roles
Community Champion Enablement Track at Accenture
PROMOTION & ENGAGEMENT
COMMUNITY PROMOTION & ENGAGEMENT
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PROMOTION & ENGAGEMENT
Marketing has become targeted to each audience
Community Branding at Management Sciences for HealthTargeted Marketing Videos at Accenture
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PROMOTION & ENGAGEMENT
Social media−style marke ng is now used topromote communities
Medtronic uses national campaigns like “Go Red for Women” to raise awareness
for both communities and important causes
ENGIE has “Ask Me Anything” Yammer groups to promote its community platform
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PROMOTION & ENGAGEMENT
Formal rewards are combined with gamification and peer‐based recognition schemes
Best-practice organizations use profile badges to identify community experts and super-contributors
At Schneider Electric, communities can also earn badges based on activity, engagement, and value
Example from TripAdvisor
MEASURES & VALUECOMMUNITY MEASURES & VALUE
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COMPREHENSIVE EVALUATIONS ARE VITAL
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MEASURES & VALUE
Advanced analysis allows CoP programs to understandparticipation drivers and evaluate interaction quality
Better metrics track the quality of content and
collaboration
Segmentation reveals underrepresented groups and factors that drive
participation
Composite indices roll up metrics into simple
indicators of engagement or performance
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IRI MEMBER ACCESS TO THE RESEARCH
Case studies▫ Accenture ▫ ENGIE▫ Financial Services Organization▫ Management Sciences for Health▫ Medtronic
▫ Nalco Water ▫ Schneider Electric▫ Schlumberger▫ Syngenta ▫ WSP Global
Visit pages.apqc.org/LP‐IRICoPsreport.htmlto access: Executive
summary Best practices
report
QUESTIONS
The world’s foremost authority inbenchmarking, best practices,process and performance improvement,and knowledge management.
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