Knowledge Management …basic principles and practices

Knowledge Management –organisational learning and knowledge capital –process engineering and knowledge media –organisational studies –epistemology and cognitive psychology –classification, artificial intelligence –intellectual capital and information science.

Three Questions What is Knowledge Management ? Why does it mean so many different things to so many different people? Why are so few Data Managers involved with KM projects ?

Some basic principles….

Wisdom - knowledge with insight Knowledge - information with meaning Information - Data with context Data - facts and observations The Knowledge Hierarchy

Types of Knowledge Know-how (processes and practices) Know-that (experience and learning = instinct) Know-who (networks and information sources) Know-when (timing) Know-where (location) Know-why (context and vision)

Types of Knowledge II Formal (or “Explicit”) knowledge –(this can be written down or codified) Informal (or “Tacit”) knowledge –(experiences that are difficult to communicate through language or codification)

Information Management Emphasis on delivery and accessibility of content Heavy technology focus Assumes that information capture can be standardised and automated

Knowledge Management Emphasis on adding value to content by filtering, interpreting and adding context Focus on culture/work practices Requires human inputs – variability precludes automating the process

70% people, 20% process and 10% technology Knowledge Management is ….

…..creating connections

Training 4% Meetings 5% Coffee breaks5% Vacation 8% Looking for Information 60% Useful Work 18% Source: Shell - SPE Review May 1998 Why is knowledge so important?

Mapping networks of experts Sharing knowledge and Best Practice Leveraging intellectual assets Understanding/measuring the value of knowledge Capturing and re-using past experience Producing knowledge as a product Driving knowledge generation for innovation Building and mining knowledge stores Embedding knowledge in products, services, brands and processes Knowledge Management Domains

Knowledge Management Drivers Knowledge Management Human Resources Wealth from Knowledge Technology Knowledge Interdependence Organisational Learning Innovation

Organisational Learning = Benefits from Experience What is Organisational Learning?

“Remember what works and keep doing it” “Figure out what does not work and never do it again”

Organisational Learning is.. Where an organisation that ensures that valuable experience is not lost when: –personnel change / leave –the operations take place at a different location –time passes Where an organisation that ensures that valuable experience is not lost when: –personnel change / leave –the operations take place at a different location –time passes

A company is a learning organisation when one person figures out what works and the entire organisation shares the benefit of this knowledge. When does it happen ?

What skills are required ?

Skills and Competencies Survival skills CommunicationFacilitation Team WorkingCoaching NegotiationMentoring PersuasionBusiness process Core competencies Professionals/technical education Training and development Business, sector experience

KM Enabling Skills Business process identification and analysis Understanding knowledge process within the business Understanding the value, context and dynamics of knowledge and information Knowledge asset identification, creation, maintenance and exploitation Knowledge mapping and flows

KM Enabling Skills II Document and information management workflow Understanding of information management principles Understanding of support and facilitation of communities and teams Change management Leveraging IT Project management Information structuring and architecture

Why are so few Data Managers involved in Knowledge Management?

Conclusions Knowledge Management is hard to define There is no right answer What works for one may not for another It’s about people and communication Use a range of tools rather than a single one

“People that do not remember the past are doomed to relive it!.” George Santanyana

“Learn from the mistakes of others, … you can never live long enough to make them all yourself.”