1. Copyright 2003 Cuyahoga Community College District Knowledge Management: Making it Fly in Higher Education Presenter: Amy C. Eugene Director, Knowledge Management Cuyahoga Community College

2. 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?

3. 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 1 GartnerGroup Research Note, October 11, 1996 What is Knowledge Management?

4. 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.

5. 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

6. 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?

7. 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?

8. Copyright 2003 Cuyahoga Community College District Tri-C’s KM Strategy

9. 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

10. Copyright 2003 Cuyahoga Community College District Integrated KM Approach Strategy Content People & Culture Technology Process

11. 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

12. 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?

13. Copyright 2003 Cuyahoga Community College District Tri-C’s KM Methodology

14. 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

15. 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

16. 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

17. 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

18. 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 12 TRAIN END USERS 10 DEPLOY CONTENT & TOOLS 11 MAINTAIN KNOWLEDGE FLOWS 13 PREPARE COMMUNITY 1 AUDIT KNOW- LEDGE NEEDS & ASSETS 2 ESTABLISH KNOWLEDGE ROLES 3 CREATE KNOW- LEDGE PROCESS AND PLAN 4 ACQUIRE CONTENT 5 DEVELOP CLASSIFICATION SCHEME 6 MARKET & COMMUNICATE 9 STORE, REVIEW & FILTER 7 CUSTOMIZE TECHNOLOGY 8

19. 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?

20. Copyright 2003 Cuyahoga Community College District Tri-C’s KM Technology

21. 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

22. Copyright 2003 Cuyahoga Community College District Access pertinent internal and external information sources (e.g., shared drives, websites)

23. Copyright 2003 Cuyahoga Community College District

24. Copyright 2003 Cuyahoga Community College District

25. 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?

26. 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

27. Copyright 2003 Cuyahoga Community College District Contacts: Amy C. Eugene Director of KM amy.eugene@tri-c.edu 216-987-4879 Leveraging Our Collective Knowledge to Enable Student Success