1. Do we know what we know we know? Communication and knowledge management problems in CAM Dr Jim Briggs

3. American Football World Cup 2003 Frankfurt, Germany

4. Summary of the problems Lots of different communication channels Often contradictory / non-definitive / poorly designed Existing knowledge resources are generally not indexed and impossible to search "Vague" procedures for making decisions Lack of integration

5. Implications for practice of KM (Kankanhalli et al, CACM 46/9) Low-volatility contextHigh-volatility context Product- based Identify and promote strategic communities of practice (COPs) Provide expert directories and collaboration tools Reward participants in strategic COPs e.g. BP, Shell Provide expert directories and collaborative tools for product development teams Provide KRs for product sales teams Review of contents in KRs by experts Reward team sharing of knowledge e.g. HP, Microsoft, Siemens, Xerox Service- based Create and maintain high-quality knowledge repositories (KRs) Provide effective search capabilities for KRs Reward quality contributions to KRs Reward effective reuse of knowledge from KRs e.g. Ernst & Young, KPMG Build a culture of mutual support and interaction Provide communication support for one- to-one interaction via multiple media e.g. McKinsey, Skandia

6. Fundamental NOT a problem of communication IS a problem of knowledge management

7. Software bug fixing Bug reports Fixes User Software manager Programmers

8. Changing a unit spec Change request Agreed changes Unit co-ordinator Unit manager / URB Admin staff

9. Timetable change Change request Agreed changes Unit lecturer Tom / HoD / Caroline Caroline

10. Student complaint Complaint / issue Agreed action Student HoD / BoS / SSC Whoever

11. Key issues Single point of definitive reference –“Virtual handbook” Clear and reliable decision making procedures –Who, what, when - auditable Managed workflow –With tool support Reduce communication burden –Changes and reminders only; no “what’s the policy?” Incentives to stick to it