1. Hill & Knowlton Looks for a New Knowledge Management System
Keith Zimmerman

2. Case Summary H&K is a global public relations firm
Headquartered in New York City
1,900 employees
68 offices
34 countries
Old intranet system not helping the company
Established new portal-type extranet
Very effective today

3. The Old Intranet System
Employees did not use it because…
Completely unorganized and hard to use
Data was outdated, inaccurate, and irrelevant
Staff biographies were outdated
Very important
Employees wanted one-stop shopping for all knowledge instead of having to visit several places

4. The New Extranet System
Turned to Intraspect Software to organize and consolidate past project knowledge
Minimized impact when employees were replaced
Made it easier to bring new employees up to date
Organized and easily accessible for clients and employees
Captures three essential buckets of knowledge
Internal knowledge of H&K’s products and services
External knowledge such as industry news and forecasts
Client knowledge such as account activity and budgets
Uses incentives to increase system utilization
Bonuses, reputations, vacations, merchandise

5. Conclusion New system has boosted revenue
Annual sales up from $302.8 mil in 2000 to $350 in 2004
Number of clients has grown exponentially
More organized and easy to use
Problem: Using incentives to increase use
May cause jealousy and unrest among employees
Some benefits not as attractive as others
This could be fatal to H&K

6. Any Questions?