Knowledge Management Dee Anne Kotzur

About Me Background in Logistics Lotus Notes Content Management – Outlook Folders 1998 Official KM title and program – 2001 Portal Manager – 2005 Knowledge Manager SEG – 2006 KM Exec Committee 2004 BS in Management MBA in New Ventures

Background This presentation is an interpretation of my experiences and knowledge gained during the last 10 years My knowledge and experience in the realm of KM has grown through my participation in KM groups, reading books, academic coursework, and on the job learning

Agenda Your first 90 days – Win the hearts and minds of you stakeholders Concepts for sense making Building Momentum – Keys to adoption

Greatest Impact Learning 1.KM Group participation and interaction 2.Technology Adoption Curve 3.Whole Product Model 4.Community of Practice Model

Your first 90 Days 1.Gather Evidence to Build a Foundation 2.Determine Your Fit 3.Expectations Yours and Theirs 4.Identify the Stakeholders 5.Develop a Vivid Description and Strategy 6.Get Buy-In 7.Leverage Low Hanging Fruit Projects 8.Show results quickly

90 Day Action Plan 1.Conduct interviews with Stakeholders –Pain Points –Uncover Ideas and Innovations –Goals and Objectives –Gain Support 2.Investigate Systems in place –Define interrelationships –Get training –Develop Strategy for integration 3.Develop Images and Messaging 4.Identify ways to improve collaboration and share content more effectively 5.Implement something that has value

First 90 Days - Examples

Map Flows

Lessons Learned If you are passionate about KM –Take time off between jobs –Don’t jump in to quickly Get Help –Changing jobs can be very difficult –Find a coach to help with sense making –Hire a consultant to help you –Reach out to your network and ask for a peer review

Learning Continued Branding is very important –Get Marketing to own your home page Easier to be the first KM Leader than inherit or support and existing program For every door that is closed, another is opened

Concepts

Technology Adoption Curve Crossing the Chasm

Whole Product Knowledge Management Help DeskUser GuidesTrainingProcessesStrategy Experienced People Standards Procedures

COP Member Model Core Members Lurkers

Projects to Build Momentum

Portal Before

Portal

EmployeeNet

Performance Review Process

Conference Support

Client Team Rooms

Other Processes and Content Tracking paid time off Skills Inventory Recent Win Conference Support Electronic Signatures Dashboards for Sales

Questions