kmme 2014 madan rao

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Change Management for Knowledge Cultures: Strategies for Effective Communication

Dr Madan Rao Editor, ““The Knowledge Management Chronicles””

http://twitter.com/MadanRao [email protected]

KM: Drivers and Outcomes

●  Drivers –  Internal

■ Challenges: knowledge retention ■ Opportunities: improving productivity

–  External ■ Challenges: competition, environmental pressure ■ Opportunities: innovation, globalisation

●  Outcomes –  Productivity, Innovation, Risk management

The “8 Cs” of Success in the Knowledge Era

●  Connectivity ●  Content ●  Community ●  Culture ●  Capacity ●  Cooperation ●  Commerce ●  Capital


Making it work: KM communication ●  Setting the vision, mission ●  Defining the “KM brand” ●  Channels, styles ●  Engagement: participation, gamification, inspiration ●  Culture transformation: internal and external

conversation ●  The long term: measure, re-calibrate, expand

KM: What’s in a Name? ●  Cable & Wireless: Phoenix ●  Ernst & Young: EY/KnowledgeWeb ●  KPMG: Kworld ●  World Bank: YourNet, PeoplePages ●  DaimlerChrysler: TechClubs ●  Ericsson Research Canada: XPERTiSE tool ●  Vendors: MindJet’s Mindmanager, Invention Machine’s

TechOptimizer

Cultural components

● Vision, mission ● Values, beliefs, assumptions ● Artifacts: dress code, office décor, posters, T-

shirts, ambience, language, jargon, stories/legends

● Behaviour: meetings, workflow, queries ● Examples: The HP Way, The Asian Way, The

DotCom Way

Types of Cultures

● National, regional, ethnic ●  Individualistic, family-oriented, community-

oriented, networked, mercenary, fragmented ● Start-up, SME, national conglomerate, MNC ● Private sector, government, NGO, academic ● Online, offline culture ● Subcultures: sales, R&D, media

Case Study: Workshop: Identify 5 characteristics of your group culture

●  Caring ●  Willingness to achieve ●  Many cultures, get along fine (50!) ●  Lots of talk, no walk ●  Work hard, play hard ●  Too much politics ●  Sense of purpose ●  We do race ahead – which can be a bit of a challenge

some times ●  Tech-savvy? – not state of the art, but enough ●  Staff are proud to work here ●  Can progress well within the company

KM Branding: Infosys ● Use contemporary themes for campaigns ● Make heroes of Infoscions ● Brand is more than the poster and banner: the

perception of every KM group member by users, their physical appearance, mannerisms

● KM Brand personality – Reliable, Responsive, Sensitive, Dignified, Learned


What we did so far… KM @ Perot Systems

● Participatory branding: choice of portal name (K-Edge)

●  Internal corporate communication: branding, design

● Newsletters, knowledge nuggets, competitions ● Awards

KM @ EurekaForbes


ABB

● Vision: “Everybody is a knowbody - knowbodies share knowledge with everybody”

● Value statement: “We learn from each other by sharing our knowledge and experience”

● Management on all levels must “walk the talk”

Buckman Labs

“KM happens one person at a time, one

conversation at a time.”

Robert Buckman

Ministry of Finance (MoF) ●  2007: Appointment of Directorate Knowledge Activists ●  Focus on email as a communication and documentation

tool ●  Vendor: Third Sight ●  2008: finalised taxonomy ●  2010: Launch of MOFi, the MOF Intranet Portal ●  Next steps: suggestions/innovations, social media

MoF ad: Can you find the 0 amongst the Qs?

QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQOQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ QQQQQQQQQQQQQQQ QQQQQQQQQQQQQ

Singapore Police Force (SPF) ●  Learning organisation: cited by Peter Senge in 2006 ●  The Five Disciplines: personal mastery, mental models,

shared vision, team learning, systems thinking ●  CKO = Deputy Commissioner of Police ●  Leadership Moments, KM Day, Learning Festivals ●  KM Skit, KM Storytelling Competition ●  Project Management blogs, KM Communications Team ●  Centres of Excellence, Best-practice visits ●  Academic partnership: Republic Polytechnic

Supreme Court

● CEO = CKO; KM Champions in functional groups; KM Activists

● KM Justice Portal, Wiki ●  “Creanovator” room for Innovation Activists ● One of world’s first Supreme Courts to

participate in a KM competition!


The Conversation Manifesto

1.  Knowing how to ask questions 2.  Willingness to ask for information, help 3.  Willingness to give, accept knowledge 4.  Expectations of sharing knowledge 5.  Promptness in sharing knowledge; deadlines

The Conversation Manifesto 6. Giving feedback on received knowledge 7. Handling conflicting knowledge responses 8. Acknowledging, rewarding, acting on knowledge

contributions 9. Existence of knowledge cultures at all levels of

the organisation 10. Extension of knowledge behaviours outside the

organisation

Metrics

● Technology/activity metrics ● Process metrics ● Knowledge metrics ● People metrics ● Organisational metrics

KM: Inspiring Quotes ●  "A little knowledge that acts is worth infinitely

more than much knowledge that is idle.“ - Kahlil Gibran

●  "The great end of knowledge is not knowledge but action." - Thomas Huxley

●  “It isn't what you know that counts, it's what you think of in time.” - Benjamin Franklin

●  “Knowledge is not like gold. It’s more like milk -- it has an expiry date.” - Carol Kinsey Goman

Indian Proverbs

● Studying is sweat, but knowledge is sweet. ●  Iron and knowledge will get spoiled if they are

not used. ● One's knowledge is only a handful of sand, there

is still an ocean of knowledge to learn. ● Experience is as important for knowledge as

education. ● A second of help is better than hours of advice.

Arab Proverbs and KM!

● A known mistake is better than an unknown truth. ● Doubt is the key to all knowledge. ● Knowledge is a treasure, but practice is the key to it. ● A mother is a school. ● One day your life will pass in front of your eyes, so

make it worthy to look at.


[email protected] http://twitter.com/MadanRao

Now that you have mastered KM, how best will you communicate the KM message

to the rest of your organisation?

kmme 2014 madan rao

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