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Explore Your Options SeriesHigh Tech High Touch Solutions Knowledge Management has been an on-again off-again trend over the past 15 years. Vendor systems.

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Presentation on theme: "Explore Your Options SeriesHigh Tech High Touch Solutions Knowledge Management has been an on-again off-again trend over the past 15 years. Vendor systems."— Presentation transcript:

1 Explore Your Options SeriesHigh Tech High Touch Solutions Knowledge Management has been an on-again off-again trend over the past 15 years. Vendor systems have come and gone, theyve been acquiring one another, and their offerings keep changing. So whats on the horizon for knowledge management? This session is presented from a vendor-neutral perspective and will offer insights to consider as you implement a knowledge management initiative or advance an existing practice. Hear open opinions, different perspectives, and fresh ideas for your knowledge management project. We will discuss tool selections, different methodology options, and considerations to move to a self- service model. KM tools will be openly discussed without bias. In this interactive session, you will hear from your peers in the room what works and doesnt work and benefit from their different viewpoints and experiences. Join us to explore your options in knowledge management and find out whats on the horizon. There will be many website resources, book titles, and best practice resources shared. Brief history of knowledge management and trends Technological solutions – what are your system choices today What works and doesnt work Whats new and on the horizon Our Explore Your Option Series of different presentations offers content rich material to contribute to your personal, professional and business growth. Visit to see our selection of other options. Whats on the Horizon for Knowledge Management

2 Explore Your Options SeriesHigh Tech High Touch Solutions Biography: Ivy Meadors Referred to as the "Female Tom Peters"; internationally renowned, award winning, speaker- consultant, Ivy Meadors, with over 28 years of experience, is a seasoned expert specializing in business, customer service and technical support. She is recognized as one of the help desk and call center industry's most respected leaders. As a speaker, Ivy is known for her engaging, spontaneous style, delivering forward thinking, unconventional ideas. She got her roots in the industry during her tenure at U S West Communications and IBM. When it comes to using Customer Relationship Management methodologies to foster business success, combining technology, industry best practices and procedures, with highly motivated team members, shes one of the top experts who can contribute at all levels. Ivy is CEO and founder of High Tech High Touch Solutions, Inc., a full-service, vendor neutral, consulting firm specializing in service and support of the enterprise from a comprehensive viewpoint. Together with her team, she has provided innovative solutions with extraordinary results to hundreds of Fortune 1000 companies and others throughout the world. She is personally driven with a desire to pay it forward, passing her knowledge on to others, giving back for all that she has received from so many others. In the state of Washington, we proudly share that 7 of the 10 largest, and most profitable, companies have been our customers as well as many, many others! She is personally driven with a desire to pay it forward, passing her knowledge on to others, giving back for all that she has received from so many others. Being the co-founder and President of the 2 ½ year old NWCCP group and the President of HDNW for 9 of its 14 years in operation, are two of the ways she pays it forward. High Tech High Touch Solutions, Inc. ~~~ ~~~ ~~~www.hthts.com

3 Explore Your Options Whats on the Horizon for Knowledge Management Ivy Meadors Speaker, Writer, Animal Activist High Tech High Touch Solutions, Inc.

4 Explore Your Options SeriesHigh Tech High Touch Solutions These slides and others are posted at Select Ivys Slides on Home Page

5 Explore Your Options SeriesHigh Tech High Touch Solutions Disclosure High Tech High Touch Solutions is not a reseller of any software or hardware product and has never accepted or received a commission from any vendor. Any product or resource listed or discussed is not a recommendation of High Tech High Touch Solutions, Inc. The content of this presentation is intended for informational purposes only.

6 Explore Your Options SeriesHigh Tech High Touch Solutions Presenting Knowledge management defined Brief history of knowledge management Technology solutions Whats new and on the horizon: self-service, blogging, interactive brochures, KM goes wireless, VoIP meets KM Getting people to play (ADKAR)

7 Explore Your Options SeriesHigh Tech High Touch Solutions What is Knowledge Management? This and more…. Document and Content Management Collaboration Management Business Process Management Knowledge and Intellectual Asset Management Business and Competitive Intelligence Supply Chain Management Records Management Human Resource Management Call, Problem, Incident, Service Management Customer Relationship and Contact Management

8 Explore Your Options SeriesHigh Tech High Touch Solutions It really is a… …methodology and a means of managing knowledge …corporate asset when data is captured and utilized …repository for the knowledge in knowledge workers heads …way to form relationships of trust through knowledge transfer

9 Explore Your Options SeriesHigh Tech High Touch Solutions And it is a… …contributor to gaining the competitive advantage …means to leverage your intellectual capital …way to afford self-service …the way to get it Done in One! ….so when did KM get started in IT Help Desk Support

10 Explore Your Options SeriesHigh Tech High Touch Solutions Some of the First Support Solutions Symbologic Primus ATG ServiceWares Knowledge Packs RightAnswers ServiceWare Kanisa Knova Jeeves Solutions Kanisa Knova Knowlix Fast Search / FrontRange (Heat+ Knowledge) Software Artistry Tivoli Peregrine Knowlix / Get Answers Inference eGain ServiceSoft Broadbase Kana SupportSoft KM Tool websites at end of slide deck

11 Explore Your Options SeriesHigh Tech High Touch Solutions –Google –MSN –Yahoo & Flickr –Dogpile –Lycos –AltaVista –FastSearch –iPhrase Along Came Search Solutions –Verity –Autonomy –Convera (video, audio, images) –Endeca –Open Text –EasyAsk –Ask Jeeves IAC/InterActiveCorp Enterprises must facilitate and encourage collaboration, knowledge capture and organize business intelligence to provide a comprehensive knowledgebase and top it off with a powerful search engine.

12 Explore Your Options SeriesHigh Tech High Touch Solutions Microsoft's Mission: Build a Google Killer Code named Underdog Read article in Fortune Magazine May 2005 Google Knowledge Management

13 Explore Your Options SeriesHigh Tech High Touch Solutions Search it All for Your Own Unique Things Google and Yahoo Desktop Search it all – files, s (pst files, PowerPoint, etc. Relevance Searches Collaborative filtering Notification Technology Updates to knowledge base – notify people having a need to know

14 Explore Your Options SeriesHigh Tech High Touch Solutions

15 Explore Your Options SeriesHigh Tech High Touch Solutions Notification Software System To Speed School Calls (Notification Technologies) –http://www.contact-center- today.com/story.xhtml?story_title=System-To- Speed-School-Calls&story_id=31792 AmCom e.Notify –http://www.amcomsoft.com/notification.cfm Youve Got Files –http://www.youvegotfiles.com/

16 Explore Your Options SeriesHigh Tech High Touch Solutions What else is on the Horizon? Self-service Blogs Interactive Brochures Google and Yahoo Desktop Relevance Searches (Collaborative filtering) KM meets VoIP KM goes wireless

17 Explore Your Options SeriesHigh Tech High Touch Solutions Develop Communities of Practice (CoP) –Flexible classification system –Empower users to develop and disseminate knowledge quickly, on or off the Internet Highlight the best contributions / articles with authors name (permission based) …Blogging opens these doors KM is Imperative to Self-Service

18 Explore Your Options SeriesHigh Tech High Touch Solutions A blog (weblog) is… …an online diary; a chronological log of thoughts and ideas published on web pages. …a simple form of content management Blog Examples: Project collaboration (i.e. internal corporation, with your clients team) Personal diary, your opinions, thought for the day News feeds (newsletters on steroids) continued… Blogs, a Form of KM

19 Explore Your Options SeriesHigh Tech High Touch Solutions

20 Explore Your Options SeriesHigh Tech High Touch Solutions Record favorite links, hints and tips Example Privacy Blog of links: Ongoing dialog with key contacts about issues important to them Personal online accounts of 9/11 drew millions of readers Turn your blogging into eBooks for your customers and end users More Blog Examples…

21 Explore Your Options SeriesHigh Tech High Touch Solutions Miscellaneous Considerations AudioBlogger – call Blogger and lvm – posted as MP3 file PhotoBlogger Password secured! Delete what you dont want in your Blogs Top Blogs are primarily technical in nature Comment SPAM - big issue -

22 Explore Your Options SeriesHigh Tech High Touch Solutions Sampling of Blog Software Top Blog Systems of (photo blogging) Note: Hosted and installed versions available for some 27% of U.S. adults who go online read blogs. - Anick Jesdanun, Associated Press 27% of U.S. adults who go online read blogs. - Anick Jesdanun, Associated Press

23 Explore Your Options SeriesHigh Tech High Touch Solutions Blogging Resources Loads of Blog info radio.weblogs.com/ /stories/2002/10/03/blogSoftware.html Blog Business Summit - Seattle Article on Blogs applicable to those publishing books Forum for Bloggers

24 Explore Your Options SeriesHigh Tech High Touch Solutions Interactive Brochures Quick, easy way to personalize communications Customizable content Direct link leads contacts back to website Workflow approval process Auto generate and send press releases Resource:

25 Signatures: Reduce online communication time and consistently share common responses

26 Explore Your Options SeriesHigh Tech High Touch Solutions Steps to Signatures These steps are Outlook specific. Other systems likely offer a similar feature. 1.Create signatures 2.Set default signature (blank one – more flexible) 3.Create new message or reply to received message 4.Insert Signature 5.Select signature from drop down list, include as many different ones needed 6.Send note Great way to share know-hows and how- tos!!

27 Explore Your Options SeriesHigh Tech High Touch Solutions Clean up the Funky Characters Text Cleanup 2.0

28 Explore Your Options SeriesHigh Tech High Touch Solutions KM Goes Global & Wireless

29 Explore Your Options SeriesHigh Tech High Touch Solutions KM Meets VoIP You've Got AOL VoIP!

30 Explore Your Options SeriesHigh Tech High Touch Solutions Voice to Access Knowledge eFAQ – Voice and Data integrated for Knowledge Management VoIP Magazines Send of solution to customer. They listen or read solution on most mediums. Call and ask for solution: Self-service to access knowledge bases Training over the Internet – access knowledge in training material, listen, see and read at the same time

31 Explore Your Options SeriesHigh Tech High Touch Solutions The Change to a KM Culture No way, Im not going to play. If I keep my knowledge to myself, I am less expendable. My Give-A Darn is Busted!

32 Explore Your Options SeriesHigh Tech High Touch Solutions How will this impact me? This is a waste of time. They never tell us whats going on! How soon will this happen? Will I receive new training? I doubt they are really serious. Why change, it was working fine before? When you say Change, they say: Natural reaction to change: Resist Awareness of need to change: critical ingredient and must come first

33 Explore Your Options SeriesHigh Tech High Touch Solutions Expression related to Hindu belief that cows are sacred. Belief that something is above criticism. Many traditions, processes and methods have become sacred cows". Some are out-dated, ineffective, even destructive, yet not seen and wont be considered for change. We must seek out and destroy the destructive sacred cows. Sacred Cow Belief Source: http ://www.youth.co.za/theedge/sacred_cows/main_sacred-cows.asp

34 Explore Your Options SeriesHigh Tech High Touch Solutions People Dimension of Change People tend to…. 1.Think about what they have to give up 2.Feel isolated 3.Have different resilience levels 4.Be concerned they dont have enough resources If not addressed, all of these can lead to resistance. Encourage people & help them feel comfortable with being asked to do something differently.

35 Explore Your Options SeriesHigh Tech High Touch Solutions How Important is the People Dimension Research shows problems with the people dimension of change is the most commonly cited reason for project failures. Study with 248 companies: effective change management with employees listed as one of top-three overall success factors for the project. Helping managers be effective sponsors of change was considered the most critical success factor overall. Be sure to take into consideration: different generations and behavioral styles, and personal motivators.

36 Explore Your Options SeriesHigh Tech High Touch Solutions Be core to the business, not overhead Focus on solving business problems Every activity should contribute to the bottom line Eliminate unnecessary tasks Have a critical viewpoint Its OK to take risks and make mistakes Be core to the business, not overhead Focus on solving business problems Every activity should contribute to the bottom line Eliminate unnecessary tasks Have a critical viewpoint Its OK to take risks and make mistakes Be willing to surrender what you are, for what you could become. -unknown Change in Mindset

37 Explore Your Options SeriesHigh Tech High Touch Solutions Research shows that problems with this dimension of change is the most commonly cited reason for project failures. In a study with 248 companies, effective change management with employees was listed as one of the top-three overall success factors for the project. Helping managers be effective sponsors of change was considered the most critical success factor overall. A AwarenessDesireKnowledgeAbilityReinforcement …of the need for change …to make change happen …about how to change …to implement new skills & behaviors …to retain the change once it has been made KRAD ADKAR

38 Explore Your Options SeriesHigh Tech High Touch Solutions Become an Agent of Change 1.Identify the business problems you are trying to solve 2.Communicate the plans early on and involve the people 3.Address their fears, stimulate confidence 4.Create Champions of Change 5.Adopt a partnership approach with clients, vendors and or consultants to facilitate best results 6.Do your homework, its an industry moving fast

39 Explore Your Options SeriesHigh Tech High Touch Solutions High Tech High Touch Solutions Booklist Knowledge Organizations Jay Liebowitz, Tom Beckmann The Knowledge Management Toolkit Amrit Tiwana The Complete Idiot's Guide to Knowledge Management Melissie Clemmons Rumizen The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation Ikujiro Nonaka, Hirotaka Takeuchi Visit our booklist for readings that will focus on the topics for our industry, plus more. Buy from Amazon right on the page!

40 Explore Your Options SeriesHigh Tech High Touch Solutions High Tech High Touch Solutions Reading List An interview with Dr. Yogesh Malhotra – great read! All KM articles The Human Side of Deploying KM eyWords=embrace++AND+change It is important for the program champions and other managers to recognize that the human aspects of management deserve much more than lip service. In the final analysis, the success of KM program implementations could very well be determined by these human factors." - Dr. Yogesh MalhotraDr. Yogesh Malhotra

41 Explore Your Options SeriesHigh Tech High Touch Solutions Exclusive newsletter for Call Center and Help Desk professionals comprised of information focusing on engineering indispensable service and support groups; comes loaded with resources, viewpoints, tips, books, and ideas that you can use right now. Sign up at Exclusive newsletter for Call Center and Help Desk professionals comprised of information focusing on engineering indispensable service and support groups; comes loaded with resources, viewpoints, tips, books, and ideas that you can use right now. Sign up at Our Exclusive Newsletter – eSharings

42 Explore Your Options Hows that Horizon looking for you now? The only real limit to Knowledge Management is the limit of your imagination.

43 Explore Your Options SeriesHigh Tech High Touch Solutions Lets talk. I would love to hear from you, Ivy Speaker, Writer, Animal Activist, CEO High Tech High Touch Solutions, Inc hthts.com

44 Explore Your Options SeriesHigh Tech High Touch Solutions Ownership: Frontline owns the relationship Push specific information to certain customers Know and predict the customers needs Define practical service levels Done in One

45 Explore Your Options SeriesHigh Tech High Touch Solutions KM Tool Websites


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