2. Establishing and Achieving a Knowledge Management Strategy Monday, Dec 03 | 10:30-11:30 a.m.

3. Tony Ellis, CAE Chief Knowledge Officer tellis@nacs.org Dan Bell Chief Technology Officer dbell@nacs.org National Assoc. of College Stores thehub.nacs.org www.nacs.org

4. What is knowledge management? Creation of a learning environment that stimulates engagement and sharing or resources A systematic and intuitive organization of content so it can be found and accessed by those who need it Understanding and organizing the information which surrounds you Using any/all tools in hand to connect and make available a variety of resources

5. The case for KM at NACS NACS began work on a KM initiative in 2010 Need identified by senior leadership; Responsibility placed w/ newly appointed CKO Initiative supported by board, foundation board, and education committee Drivers: – Rise of informal, social learning – Need to increase efficiency, effectiveness – Enhance active and passive service to members – Changing nature and role of associations

6. KM at NACS KM Vision: A learning organization facilitating a knowledge-rich industry KM Mission: The NACS KM initiative and Knowledge Center cultivate a culture and enable the development and coordination of processes that result in managed internal and external knowledge to facilitate higher levels of learning, productivity, and effectiveness for members and staff—providing greater value for members and the industry.

9. NACS’ Content Map Master Content NACS Competency Model Levels of Expertise Derivative Content Conferences Online Courses Educational Publications Extended Content White Papers Tagging for Blogs, Discussions, Resources Certification Exam Content Outline

10. What about your organization? Plans for KM

11. Higher Logic platform Primary technology enabler for our initiative – Replaced fairly active e-mail discussions – Tied to AMS (Aptify) Intended to leverage social, informal learning Launched Nov. 12 with: – Hub Global Community of 1900+ – 1 public community – 20+ volunteer communities – 2-3 active staff communities (and growing daily)

12. Community Design

13. Community Design-Members

14. Community Design-Staff

15. The Hub Primary repositories – Hub Global Library – NACS Inc Staff Library Special initiatives – CAMEX in The Hub – Photo Library / Users Group

16. What about your community? Core Drivers and Design

17. Knowledge Capture: Members Members and Non-members Leveraging volunteer councils Specific program initiatives planned Orientations Tutorials on use of site, esp. Library and Glossary

18. Knowledge Capture: Staff KM culture change Cross-functional processes Specific program initiatives planned Orientations Tutorials on use of site, esp. Library

20. Technology Considerations Alignment with the Associations Technology Strategy – Best in class solutions – Empower staff across the organization – Provide improved or new member benefits

21. Technology Considerations What IT planned during the implementation – Provide development efforts for integration points to current membership business system – Member Single Sign on to HL site with current NACS web site account – Functionality provided in the environment replaced by the Higher Logic System for IT managed systems

22. Technology Considerations Challenges encountered – Data Integrity of the membership business system – Consolidation of department owned solutions into the HL platform

23. Technology Considerations Where we are today from the Technology side with the HL Platform – Integration to the NACS membership business system to pass member information to HL is in place – Single Sign on for the HL platform and NACS web sites is in place – Business rules and processes are being documented and shared across departments – Cross departmental teams are helping with business rules, processes, and identification of ways to consolidate services

24. What about your community? Process & Technology Considerations

25. Lessons Learned Culture change takes more time—even among the group of “willing and able” Be realistic – work incrementally Sometimes the most basic skills are missing Learn to walk before you run Walk the talk; invites others to walk with you Getting things in order begins with taking everything out of the garage and filling up the front yard

26. Open Forum on HL & KM

27. Tony Ellis, CAE Chief Knowledge Officer tellis@nacs.org Dan Bell Chief Technology Officer dbell@nacs.org National Assoc. of College Stores thehub.nacs.org www.nacs.org