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Knowledge Project Manager

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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

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? VisionCor

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

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