1. Knowledge Management Dee Anne Kotzur

2. About Me Background in Logistics Lotus Notes - 1996 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

3. 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

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

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

6. 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

7. 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

8. First 90 Days - Examples

9. Map Flows

10. 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

11. 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

12. Concepts

13. Technology Adoption Curve Crossing the Chasm

14. Whole Product Knowledge Management Help DeskUser GuidesTrainingProcessesStrategy Experienced People Standards Procedures

15. COP Member Model Core Members Lurkers

16. Projects to Build Momentum

17. Portal Before

18. Portal

19. EmployeeNet

20. Performance Review Process

21. Conference Support

22. Client Team Rooms

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

24. Questions