1. Knowledge Project Manager
| workshop #11 |
Knowledge Portals:
Converting Information Overload into Knowledge-on-demand
A case study of the design and development of a knowledge portal at Cisco Systems
John Schneble
New Business Manager
Nettie Longietti
Knowledge Project Manager
VisionCor

2. VisionCor | agenda | Who is VisionCor and what we do
Defining knowledge management (KM)
Enabling vs. Facilitating KM
“Blending” KM with information and learning delivery
Development and implementation (Cisco Systems case study)
Architecting a knowledge portal
VisionCor

3. | who we are |
We are a consulting firm dedicated to helping companies provide their employees with the information, education and knowledge they need to work smarter, faster.
VisionCor

4. VisionCor Founded in 1990 Based in Charlotte, North Carolina
| who we are |
Founded in 1990
Based in Charlotte, North Carolina
Clients include Bank of America, BroadVision, Cisco Systems, First Union National Bank
Recognized as innovators in knowledge management and information (knowledge) architecture
VisionCor

5. | what we do |
Content Development • Policy, procedure, system and user documentation
Development of user-centric • Web content development and usability analysis
information resources • Information architecture
E-Learning • Computer/Web-based training
Enabling anywhere, anytime • Live e-learning (net conferencing)
learning • Learning portal design and development
Knowledge Management • Knowledge needs analysis
Capturing and sharing knowledge • KM Process analysis and implementation
and expertise • Web-based KM design and development
Knowledge Portals • Integrated Knowledge ArchitectureTM
Web-based information, education, • Object-oriented approach
and knowledge resource • Knowledge cultivation processes

6. | knowledge portal imperative
Companies are realizing:
Competitive advantages are becoming difficult to sustain.
Success depends on the performance of people–for companies to work smarter, faster, employees must work smarter, faster.
Shortcomings in traditional training and reference materials.
Intranet implementations have led to information overload.
VisionCor

7. | the value of blending KM, information and learning
Productivity improvement
Employees have a single, on-demand resource for their information, education and knowledge needs.
Maximized learning effectiveness
Training is supported by relevant “real world” knowledge, in the form of expert advice, lessons learned, best practices, case studies and etc.
Shortened time-to-proficiency
New hires have a clear path to training, corporate resources, and invaluable expertise.
VisionCor

8. | defining knowledge management
Microsoft Corporation
“The primary goal of KM is to deliver the intellectual capacity of a firm to the individual knowledge workers who make the day-to-day decisions that in aggregate, determine the success or failure of a business.”
VisionCor

9. | defining knowledge management
Dow Chemical
“Providing the right information to the right decision-maker at the right time, thus creating the right conditions for new knowledge to be created.”
VisionCor

10. | defining knowledge management
American Productivity & Quality Center
“…a business strategy, best practice transfer, personal learning, customer intelligence, intellectual asset management…”
VisionCor

11. | defining knowledge management
Gartner Group
“Users must look for thought leadership in choosing KM consultants. Such thinking includes clear understanding of the linkage of KM with collaboration and innovation. Further, thought leading consultancies recognize that KM solutions are never out-of-the-box."
VisionCor

12. | defining knowledge management
VisionCor
“A systematic approach to capturing knowledge and sharing it with others in the context of their work, in order to foster innovation and drive improvements in processes and productivity.”
VisionCor

13. | Enabling vs. facilitating knowledge management
VisionCor

14. | enabling knowledge management
KM enablers: mechanisms for locating/sharing “knowledge”
Examples:
“Experts” database or knowledge network
Searchable knowledge repository
Enterprise content/document management (ECM/EDM)
Intelligent search (ie. Artificial intelligence)
Discussion forums or groups
VisionCor

15. | enabling knowledge management
Shortcomings of KM enablers:
Time and effort required to contribute knowledge
Time and effort required to locate knowledge (search)
No assurance of knowledge accuracy and validity
Lack of nuance and contextual detail (genericized knowledge)
Disconnect between knowledge and its application
Myopic presentation of knowledge
VisionCor

16. | facilitating knowledge management
KM facilitation: Ensures the ongoing process of knowledge sharing
Examples:
Implementing proactive “knowledge mining” practices
Capturing role-specific knowledge, rich in detail, through expert interviews
Establishing meaningful relationships between content
Delivering knowledge in the context in which its used
Ensuring ongoing knowledge validity & applicability
VisionCor

17. | facilitating knowledge management
Value to the knowledge contributor:
Eliminates time spent answering repetitive questions
Minimizes time and effort in communicating and composing thoughts and ideas
Removes the burden of evaluating the usefulness of content
Formally recognizes expertise
VisionCor

18. | facilitating knowledge management
Value to the knowledge consumer:
Minimizes the time and effort searching for knowledge
Eliminates the need to evaluate knowledge for accuracy
Ensures applicability and relevance of knowledge
Speeds up comprehension
VisionCor

19. | facilitating KM: in summary
Facilitating knowledge management:
• Maximizes the value in captured knowledge
• Minimizes the burden on the end-user
The result:
Faster implementation and adoption of KM initiatives
Ensures that KM initiatives are sustained
VisionCor

20. | knowledge management life-cycle
To effectively facilitate KM, you must view KM as a life-cycle.
This requires a thorough understanding of the knowledge needs within a role and an ongoing dedication to filling those needs.

21. | Integrated Knowledge ArchitectureTM (IKA)
The IKA is an object-oriented methodology for organizing content (information, education, and knowledge) based on how the content is used.
The IKA provides a guide for organizing content into small pieces, (knowledge objects) and building meaningful relationships between them.
Business data
Examples
Business tools
Demonstrations
Expert advice
Process guidance
Performance improvement
Resource Organizers

22. | Integrated Knowledge ArchitectureTM (IKA)
Promotes reuse of content
Facilitates multiple views tailored to individual needs
Streamlines navigation for maximized user experience
Supports dynamic content updates
Provides reusable framework for deploying KM connections across business units
Technology neutral
Business data
Examples
Business tools
Demonstrations
Expert advice
Process guidance
Performance improvement
Resource Organizers

23. VisionCor | case study |
The Development and Implementation of a Knowledge Portal within Cisco’s Customer Advocacy Organization
Nettie Longietti
Knowledge Project Manager
VisionCor

24. VisionCor | the client | Service and Support Managers (SSMs)
Are a very strategic group with Cisco’s Customer Advocacy.
Are the single service and support contact for strategic accounts.
Each SSM supports one key customer.
Are responsible for providing comprehensive, effective and customized support services.
Are expected to understand and even anticipate customer needs.
Were planning on rapidly growing their organization from 25 to 250.
VisionCor

25. VisionCor | before KM | Existing resources prior to web-based KM
Other SSMs
Discussion Forums
Phone
Personal contacts
Cisco Intranet
Management Team
VisionCor

26. VisionCor | resulting costs | Reinventing the wheel (productivity)
Improvising the wheel (consistency)
Hoarding the wheel (competitiveness)
VisionCor

27. VisionCor | business objectives | Orient New Hires Improve Performance
Minimize time-to-proficiency
Develop a brand image for the role
Improve Performance
Increase productivity
Move through the 4 stages of professional development faster
Increase service consistency and quality
VisionCor

28. VisionCor | business objectives | Facilitate Innovation
Foster continuous process improvement
Open all channels of communication
Capture ideas from those working directly with valued customers
VisionCor

29. VisionCor | project team | Executive Sponsor Santa Clara, CA
KM Business Lead
New York, NY
Cisco IT
Raleigh, NC
VisionCor
Project Sponsor &
KM Development Team
Charlotte, NC

30. VisionCor | timeline | Quick Hits Phase 1 Phase 2 Cultivation Project
start
45 days
90 days
150 days
ongoing
VisionCor
Weekly releases and updates

31. VisionCor | the knowledge object |
A Knowledge Object is both a definition and a template.
A Knowledge Object definition identifies a set of elements that make a specific category of content meaningful, transferable and applicable.
A Knowledge Object template provides a consistent method of capturing, formatting, displaying, and indexing content.
VisionCor

32. VisionCor | IKATM applied |
Process guidance provides steps or guidelines for performing a specific function or achieving a goal.
Best Practices
Procedures
Instructions
Checklists
VisionCor

33. VisionCor | IKATM applied |
Performance Improvement resources increase individual competency and facilitate career development.
Competency building
Planning tools
Mentoring tips
Professionalism tips
VisionCor

34. VisionCor | IKATM applied |
Expert Advice resources represent first-hand expertise and experiences that others can apply to their work.
Case studies
Success stories
War stories
Testimonials
VisionCor

35. Example resources are the tangible end result of a work effort.
| IKATM applied |
Example resources are the tangible end result of a work effort.
Deliverables
Reports
Presentations
VisionCor

36. Demonstration resources illustrate a process in motion.
| IKATM applied |
Demonstration resources illustrate a process in motion.
VisionCor

37. VisionCor | IKATM applied |
Business Tools are functional resources that provide assistance with routine tasks.
Templates
Query tools
VisionCor

38. VisionCor | IKATM applied |
Business Data resources represent the information or facts needed to complete a task.
VisionCor

39. VisionCor | chain of inquiry | How do I… ? What does it look like?
Proactive Issue Management (Best Practice)
What does it look like?
How did you… ?
VisionCor
Failing Components Action Plan (Example)
Crashing Local Directors (Case Study)

40. | knowledge cultivation
That RMA trade-in was difficult.
I bet the rest of the team could
use what I just learned.
Content Contribution
(Case Study)
This is great stuff.
VisionCor
Resolving Trade-In RMA Issues (Case Study)
Knowledge Manager – review and approval

41. | business objectives achieved
The SSM knowledge portal:
Establishes a single source for the information and knowledge resources.
Provides just-in-time information, aligned with SSM business processes.
Integrates the know-how needed to maximize performance.
Clarifies performance goals.
Supports performance evaluation process with standardized tools and templates.
VisionCor

42. | business objectives achieved
The SSM knowledge portal:
Captures and distributes expert knowledge and best practices.
Captures feedback for process and performance improvement.
VisionCor

43. | cross-organizational deployment
Leveraging the architecture and object definitions/templates enabled a 50% savings in development time on subsequent portals.
VisionCor

44. | keys to the web-based KM game
Get senior management support
Know your audience and the culture
Begin with maintenance in mind
Start small and deploy rapidly
Test usability early and often
Be prepared to define processes
Less is more
Focus on business results
VisionCor

45. | end case study |
Case study questions?
VisionCor

46. VisionCor | the steps | Define the purpose Define the content
Define the structure
Validate the design
Develop the site
Enhance and maintain the site
VisionCor

47. VisionCor | the steps | Define the purpose Define the content
Define the structure
Validate the design
Develop the site
Enhance and maintain the site
VisionCor

48. VisionCor | before you begin | Get educated Learn the industry
Know the competition
Know the mission
VisionCor

49. “The organization and its culture”
| right from the start |
Identify the drivers, movers, shakers
Identify the revenue streams
Identify the factors of profitability
Know the core values
VisionCor
“The organization and its culture”

50. | purpose – goals and objectives
Success factors
Goals
Objectives
VisionCor
“Focus on Business Results”

51. VisionCor | goal vs. objective |
Goal - To be the primary information resource for the organization
Objectives:
to decrease call-handle time 25%
to increase accuracy 10 %
VisionCor

52. VisionCor | purpose - audience | Define the audience(s) Role
Primary tasks
Conduct interviews
Identify the gaps where KM can make a difference.
VisionCor
“know the audience”

53. | purpose – technical environment
Each organization has a unique technical environment.
What parameters do you have to work within?
What user issues are you trying to solve?
VisionCor

54. VisionCor | define the content |
Using the information derived from the gap analysis and expert interviews, create a content list.
The list should define these elements for each piece of content:
How the content is used and by whom
Type (static, dynamic, functional, transactional)
Related content
VisionCor

55. VisionCor | define the content | Gather, Filter and Prioritize
Meet with business and subject experts and ask them to identify other content that the organization used to complete work activities.
Add the new items to the content list.
When the list is complete, prioritize the content as a group.
VisionCor

56. “Begin with maintenance in mind”
| define the content |
Create a plan to develop and evaluate the content.
Assign an owner to each content item.
Establish an evaluation plan.
Establish an initial content review cycle.
VisionCor
“Begin with maintenance in mind”

57. “Be prepared to define the processes.”
| define the content |
Analyze and Organize
Begin with priority one content.
Based on its purpose, map each content item to an IKA component.
Within the Process Guidance and Performance Improvement Components, identify the critical tasks and processes.
VisionCor
“Be prepared to define the processes.”

58. VisionCor | define the content | Analyze and Organize
Outline the steps and considerations for the tasks and processes.
Compile terms that should be defined.
Evaluate the tasks and processes with end-users and manages.
VisionCor

59. VisionCor | define the content | About Support Components
Broaden the users perspective.
Information is most useful in the context in which its used.
Reduce the burden on the end-user.
VisionCor

60. VisionCor | define the content |
Common Mistake: Procedures are supported by other procedures.
Why: Most KM systems do not include all knowledge components.
Consequence: Instead of clarifying an issue, providing additional information using the same knowledge component can cause more frustration.
VisionCor

61. VisionCor | define the content | Possible Support Components:
Process Guidance
Performance Improvement
Expert Advice
Example
Demonstration
Business Tool
Business Data
VisionCor

62. VisionCor | define the content | Criteria to Choose Components
Process Guidance – What’s the best way to do it?
Performance Improvement – How can I learn more about this or do it better?
Expert Advice – How did YOU do it?
Example – What should it look like?
Demonstration – Can you show me how to do it?
Business Tool – Can you make it faster?
Business Data – What other information do I need?
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63. Support Component Questions?
| define the content |
Support Component Questions?
VisionCor

64. VisionCor | define the content |
For each content item, record the potential support components in the content list.
Compare and contrast the content within each IKA component.
Create Knowledge Objects
VisionCor

65. VisionCor | the knowledge object |
A Knowledge Object is both a definition and a template
A Knowledge Object definition identifies a set of elements that make a specific category of content meaningful, transferable and applicable.
A Knowledge Object template provides a consistent method of capturing, formatting, displaying, and indexing content.
VisionCor

66. Knowledge Object Questions?
| Knowledge Objects |
Knowledge Object Questions?
VisionCor

67. VisionCor | define the content |
The Content Inventory is critical for evaluating new content and creating site maintenance processes. The elements could include:
Elements recorded on the content list
Knowledge object type and workflow
Index information (author, title, owner, date stamp, review cycle)
VisionCor

68. VisionCor | define the structure | Create the Organizational Scheme
Task
Alphabetical
Numerical
Chronological
Geographical
Topical
Role
VisionCor

69. VisionCor | define the structure | Example of a Mixed Scheme
For your city
View calling plans
View pricing plans
Your account
Customer service
About us
Family
Business
VisionCor

70. VisionCor | define the structure | Example of a Mixed Scheme
For your city - Geographical
View calling plans - Task
View pricing plans - Task
Your account - Topical
Customer service - Role
About us - Topical
Family – Audience (Role)
Business – Audience (Role)
VisionCor

71. VisionCor | define the structure |
Common mistake in creating Organizational Scheme’s:
The site’s information structure mirror the the company’s structure.
Consequence:
The site is difficult to use.
VisionCor

72. VisionCor | define the structure | Considerations:
How is the information used and what’s the fastest way to retrieve it?
Even the best architectures will and should have some overlap.
Balance breadth and depth
too shallow: user is faced with too many choices
too deep: user must make too many steps to access information
VisionCor

73. Organizational Scheme Questions
| define the structure |
Organizational Scheme Questions
VisionCor

74. VisionCor | define the structure | Purpose of the Home Page:
Reveals the site’s primary function, the intended audience and its value
Creates the brand image and creates the “priceless” first impression
Orients the user about how to navigate the site
Provides a gateway for log on and personalization
VisionCor

75. VisionCor | define the structure | Labels must be: Homogeneous
Concise and short; not ambiguous
Indicate the type of information on the preceding page
Meaningful to the user
VisionCor

76. VisionCor | define the structure | Familiar labels:
home, home page, main, main page
search, find, browse, site map, contents, table of contents, results, keyword(s)
contact us, feedback
news, what’s new, press
about, about us, who we are, clients
help, get started, references, FAQs
submit, send, cancel, go, stop
next previous, more, back, back to top
VisionCor

77. VisionCor | Navigational Scheme | Navigational scheme includes:
Links to information that should be accessible from every page
Navigation within a page
Access to functional components
Search
The Users’ abilities, language, and thought process MUST be considered first and foremost!
VisionCor

78. Test Revise Make it Right for the end-users!
| Navigational Scheme |
Test
Revise
Make it Right for the end-users!
VisionCor

79. VisionCor | the steps | Define the site’s purpose
Define the site’s content
Define the site’s structure
Validate the site’s design (Usability Test)
Develop the site
Enhance and maintain the site
VisionCor

80. VisionCor Questions? | questions? | Thank you for time and attention.
For additional information or copies of the presentation, contact:
John Schneble
New Business Manager
VisionCor