Intermediaries: Knowledge Roles for Connected Organizations

1 The objective of this session is to present the results of our research on emerging knowledge roles and emphasize the human aspect of KM Agenda u Introduction u Describe Research Approach u Present Findings u Use Case Excerpt: Viant u Conclusion

2 Our research focused on gaining an understanding of knowledge intermediary roles used to balance and sustain KM initiatives Knowledge Intermediaries are those in an organization who connect knowledge seekers with knowledge sources in a way that adds business value. u An intermediary adds value by relating, researching, validating, reshaping, or transferring knowledge from knowledge sources to knowledge seekers. u An intermediary can be a person or a person working in combination with a technology.

3 The research methodology was designed to reflect the realistic needs of IKM member firms through the guidance of a working group u What skills should I look for when hiring a knowledge intermediary? u What type of functions and responsibilities should this role incorporate? u How do issues of trust affect the success of a knowledge intermediary? u What are the most effective incentives used to enable knowledge sharing? u How do I measure and exhibit the business value of a knowledge intermediary program?

4 Using an interview guide that was geared to uncover answers to the previous questions and more, the research team collected 19 use cases drawn from 6 different industries

5 Upon completion of these 19 use cases, we found a confusing array of terminology and titles that made the development of a systematic approach to knowledge role design a daunting task General Motors Discovery Center Consultant Viant Project Catalyst Center For Army Lessons Learned Observer Arthur D. Little Informal Broker Lotus Development Technical Editor Buckman Laboratories Information Specialists Buckman Laboratories Forum Specialists Bristol-Myers Squibb Literature Scientist Bristol-Myers Squibb Assoc. Director of Quality Assurance Bristol-Myers Squibb IM Manager Arthur D. Little Knowledge Steward IBM Relationship Managers University of Nottingham Knowledge Engineer United Technologies Information Manager Texaco Librarian World Bank Education Advisory Service Staff

6 After a thorough qualitative analysis, we uncovered three basic categories underlying the variety of knowledge roles Knowledge Stewards Knowledge Researchers Knowledge Brokers General Motors Discovery Center Consultant Viant Project Catalyst Center For Army Lessons Learned Observer Arthur D. Little Informal Broker Lotus Development Technical Editor Buckman Laboratories Information Specialists Buckman Laboratories Forum Specialists Bristol-Myers Squibb Literature Scientist Bristol-Myers Squibb Assoc. Director of Quality Assurance Bristol-Myers Squibb IM Manager Arthur D. Little Knowledge Steward IBM Relationship Managers University of Nottingham Knowledge Engineer United Technologies Information Manager Texaco Librarian World Bank Education Advisory Service Staff

The most apparent distinction between these role categories is their functions

However, categorization based solely on function does not reflect the full distinction between the categories. Other distinguishing variables contribute to the sound internal structure of each category

9 Using Viant as an example, we will demonstrate the role of Knowledge Stewards in a real business setting Project Catalysts, or P-Cats, interview internal consultant project teams to extract their best practices and reusable assets They connect people looking for information with those within the company who have the information They coach team members on how to quickly and accurately access the organizations intellectual capital using Viants STARRS system

10 Our research yielded three major deliverables Project Deliverables: u Tools & Methods u Use Case Compilation u White Paper

11 For more information on intermediation, feel free to contact us Lisa Sasson