Simple Solutions to Complex Problems CPR Meeting Leveraging Knowledge Management at NCC by Simon Forster V071114

Simple Solutions to Complex Problems Who is Simon Forster? 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. Knowledge Management Consultant

Simple Solutions to Complex Problems 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 - “It’s not what you know it’s what you do with what you know” Competitive advantage - making better use of knowledge than your competitors Knowledge is an asset!

Simple Solutions to Complex Problems What is knowledge? Knowledge is information in context to produce an actionable understanding Knowledge - What we know

Simple Solutions to Complex Problems 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.

Simple Solutions to Complex Problems 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.

Simple Solutions to Complex Problems Approaches to KM Explicit vs. tacit Codification vs. personalisation Explicit information management Tacit knowledge sharing

Simple Solutions to Complex Problems Knowledge Framework CRM Internet County / Borough Intranet Databases: Outlook AD Switchboard Reception Comms Press Releases Informer messages Property Helpdesk WebsiteFront end Website Front end Information Database Internet County / Borough CRMIntranet Comms Press Releases Informer Messages Property Helpdesk Databases Outlook AD Switchboard Reception Single User Interface Process Awareness Searching

Simple Solutions to Complex Problems 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 SLA’s / Promises Processes – ‘As Is’ or preferably ‘To Be’ Bottle of nice red wine (Amarone) Tel –

Simple Solutions to Complex Problems Tel –

Simple Solutions to Complex Problems

Simple Solutions to Complex Problems Questions & Answers 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) Getting the most from what you have & identifying gaps

Simple Solutions to Complex Problems Summarises all of the news for the week gone Making people aware of news they didn't know they needed! Personalised Push Sections Voice broadcast via Teamphone platform to 3500 people

Simple Solutions to Complex Problems Push

Simple Solutions to Complex Problems

Simple Solutions to Complex Problems Taxonomy

Simple Solutions to Complex Problems Taxonomy Created the Major Business Taxonomy. Enable Content Management of Web Sites.

Simple Solutions to Complex Problems Taxonomy 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%) Benefits

Simple Solutions to Complex Problems Usability 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. Benefits "....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)

Simple Solutions to Complex Problems Future 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 Web Publishing