copyright 2003 cuyahoga community college district knowledge management: making it fly in higher...
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Copyright 2003 Cuyahoga Community College District
Knowledge Management: Making it Fly in Higher Education
Presenter: Amy C. Eugene
Director, Knowledge ManagementCuyahoga Community College
Copyright 2003 Cuyahoga Community College District
Wha’dya Wanna Know?
• What is knowledge management?
• What are communities of practice?
• What is Tri-C’s KM:– strategy?– methodology?– technology?
• What are Tri-C’s lessons learned?
• How can I apply KM at my organization?
Copyright 2003 Cuyahoga Community College District
“Knowledge management is a discipline that promotes an integrated approach to identifying, managing and sharing all of an enterprise’s information needs. These information assets may include databases, documents, policies and procedures as well as previously unarticulated expertise and experience resident in individual workers.”1
1GartnerGroup Research Note, October 11, 1996
What is Knowledge Management?
Copyright 2003 Cuyahoga Community College District
Tri-C’s Definition of KM:
A discipline and framework designed to help our organization acquire, store and share “what we know” to enable decision-making, creativity, innovation and communication.
Copyright 2003 Cuyahoga Community College District
Communities-of-Practice or Learning Communities:
Connecting people with common needs/interests on a particular topic to: Share ideas, insights, information Address challenges & advise each other Learn and laugh together Create processes, frameworks, templates, etc. Own and maintain the content about their topic
Copyright 2003 Cuyahoga Community College District
KM by any other name ….• Communities of
Practice/Networks• Process Mapping• Information Management• Data Mining/Warehousing• Business/Competitive
Intelligence• Benchmarking/Best
Practices• Customer Relationship
Management (CRM)
• Total Quality Management• Technical Writing• Subject Matter Experts and
Directories• Performance Management
Systems• e-Learning and
Organizational Learning• Search Engines• Lessons Learned• Storytelling• Others?
Copyright 2003 Cuyahoga Community College District
Consider this…
…based on the needs and goals of your organization, how might you define KM?– Would it include communities of practice? – Might it be data and information focused?– How might tacit knowledge be addressed?– What other components might it include?
Copyright 2003 Cuyahoga Community College District
Tri-C’s KM Strategy
Copyright 2003 Cuyahoga Community College District
Collegewide KM Roles:• Champion
− Believes, influences, implements• Chief Knowledge Officer
− Strategic• Director
− Strategic and tactical• Steering Committee
− Guidance from District and Campus leadership• Network Coordinator
− Technical support
Copyright 2003 Cuyahoga Community College District
Integrated KM Approach
Strategy
Content
People &Culture
Technology
Process
Copyright 2003 Cuyahoga Community College District
Strategies for KM Success:
• Take path of least resistance in creating KM structure with appropriate protocols
• Launch pilot communities that support value proposition of KM investment
• Utilize or create successful, simple, and stable technology infrastructure
• Build an environment both formally and informally that encourages shared knowledge and knowledge seekers
• Measure return on investment (ROI)• Utilize an “appreciative” approach
Copyright 2003 Cuyahoga Community College District
Consider this…
…who might be your KM champion?
…what is your value proposition for KM?
…what currently enables or inhibits knowledge and information sharing?
Copyright 2003 Cuyahoga Community College District
Tri-C’s KM Methodology
Copyright 2003 Cuyahoga Community College District
Community Knowledge Roles:
• Sponsor• Knowledge Coordinator• Subject Matter Expert/Specialist• Community Member
– Primary – Regular Access and Contribution– Secondary – Less Collaboration but Value the
Interaction
• Portal Moderator
Copyright 2003 Cuyahoga Community College District
Types of Communities• Operational/Process
– Curriculum Development– Grants Management– Transfer & Articulation
• Customer/Student-focused– Student Services
• Strategic– Corporate College– Integrated Leadership
• Informational– Collegewide Technology
Copyright 2003 Cuyahoga Community College District
Community Activities:
• Curriculum Development– Mapped and improved CD process
• Implementing CD software
– Launched Service Learning community– Launched Articulation & Transfer community
• Grants Management– Improved grant proposal process
• Future: Use portal to contribute grant proposals
– Conducted learning events– Collaborated with Service Learning community
Copyright 2003 Cuyahoga Community College District
Community Activities:(Continued)
• Student Services– Engaged students to determine what they
need to know– Developed student journey “road map”– Deployed single point of access and utilized
existing technology
• Collegewide Technology– Developed portal that provides collegewide
access to status reports and online discussion for technology projects
Copyright 2003 Cuyahoga Community College District
Phases of Development for Knowledge Sharing Communities
FEEDBACK, LEARNING & IMPROVEMENT
ENABLING A KNOWLEDGE SHARING CULTURE
ASSESS USAGE,AWARENESS &
VALUE
12TRAIN END
USERS
10DEPLOY
CONTENT &TOOLS
11MAINTAIN
KNOWLEDGE FLOWS
13
PREPARECOMMUNITY
1AUDIT KNOW-LEDGE NEEDS
& ASSETS
2ESTABLISH
KNOWLEDGEROLES
3CREATE KNOW-
LEDGE PROCESSAND PLAN
4
ACQUIRECONTENT
5DEVELOP
CLASSIFICATIONSCHEME
6MARKET &
COMMUNICATE
9STORE,
REVIEW & FILTER
7CUSTOMIZE
TECHNOLOGY
8
Copyright 2003 Cuyahoga Community College District
Consider this…
…what are some prospective communities?
…who will fill the key roles?
…what will be the goals and measurable outcomes?
Copyright 2003 Cuyahoga Community College District
Tri-C’s KM Technology
Copyright 2003 Cuyahoga Community College District
Technology Components of Tri-C’s KM Solution:
• Portals: Sharepoint and Blackboard• Websites: Internet and Intranet• Search engine• Shared drives• Distribution groups (mail lists)• Specialty Applications
– People Pages (Expertise Locator)– Best Practices repository– Online survey tool
• MS NetMeeting• Knowledge and Information Tools Navigator
Copyright 2003 Cuyahoga Community College District
Access pertinent internal and external information
sources (e.g., shared drives, websites)
Copyright 2003 Cuyahoga Community College District
Copyright 2003 Cuyahoga Community College District
Copyright 2003 Cuyahoga Community College District
Consider this…
…what are the needs that are driving your technology?
…what technology currently exists that can be leveraged?
...how will user’s be encouraged to use the technology?
Copyright 2003 Cuyahoga Community College District
Tri-C’s Lessons Learned • Don’t call it Knowledge Management• Focus on critical business and academic issues• Ensure that people drive the technology• Utilize existing technologies where possible• Remember your target audience (create value propositions)• Recognize the importance of roles, responsibilities, and
process• Employ the 80/20 rule – iteration is good • Realize that people look for information using various
methods and channels• Expect unexpected benefits and go where the energy is
Copyright 2003 Cuyahoga Community College District
Contacts:
Amy C. Eugene
Director of KM
216-987-4879
Leveraging Our Collective Knowledge to Enable Student Success