How do we best capture, store, distribute and re-use knowledge

. . .without getting confused by the multiple solutions that are out there ?

What are the reasons that many of us struggle to find a really good way of working?

It is despite (or because of) the many technology solutions that are out there, which help us in capturing, storing, accessing and reusing our precious content on which we rely in order to work smarter ?

In my opinion, there is a big overload of IT jargon that prevents us from really understanding what and how to integrate the various elements that contribute to better ways of working.

The typical jargon and buzz words in the field of ‘working smarter and better’ are typically:

• knowledge management
• enterprise search capability
• task and time management… the GTD stuff…(Getting Things Done philosophy)
• learning management
• content management
• document management
• training management
• e-learning, blended learning, computer based learning, distance education, learning management
• collaboration
• social/business networking as part of knowledge sharing
• human assets management
• social knowledge networks

All those above terms play in the field of doing things better, working smarter, using your existing knowledge, gaining new knowledge and re-finding and accessing this information in order to work smarter, faster, better. Admittedly, each term focuses on a particular aspects, whilst they all have a similar, overarching intention . . . enabling you to work smarter and better.

So what is the point of this ? I reviewed a lot of the above buzz words and created a decision process alongside the typically known knowledge management process steps in order to create a standardized way of comparing ‘apples with apples’.

Knowledge management is commonly divided into the following steps. Note that the terms and definitions might vary – although not the purpose.

1. Capture  knowledge (create, generate, organize and develop knowledge)
2. Store knowledge
3. Technical delivery of knowledge
4. Educational delivery of knowledge
5. Use and reuse of knowledge

Each process step contains specific decision points in order to further define the required capabilities and functionalities of the (IT) solution. For example, a decision point under the technical delivery is the question of synchronic or asynchronic delivery – meaning is it required that the receiver of the content needs to be present at the time of delivery (synchronic to delivery).

Another decision point – under the educational delivery of the knowledge – is the distinction between information versus instruction – meaning a display of a search result on the local intranet can display a list of search word hits, which is mostly information only. A FAQ or Q&A section that includes instructions or a self-help training video is an instruction form of knowledge.

As you can image, there are many more criteria or decision points that require clarification before one can (or should) embark on making a buying decision for an IT solution or even an approach how to manage and structure the ways of working.

So what ? Where did I come across this? How is this relevant?

You might know that I have written a book on tools for project management, workshops and consulting (www.consulting-handbook.com) as well as created an online version, which is available under http://www.nicanto.com.

As part of my consulting offering, I talk to consultancies about the best use of tools and techniques for their consultants. The first thought would be for the company to buy access to the Nicanto toolbox and hope that the consultants and employees are going to use it.

However, the issue is much bigger than just plugging in an IT solution. Most consultancies, project offices, internal consulting units, etc don’t have a consistent approach and strategy to the integration of the above elements (or buzz words).

Even worse, there are additional aspects that also play a role in ensuring that the overall approach will be adopted and accepted by the users.

So also consider the following:

Communication systems such as e.g.

• Email – how many people replicate the document storage in their email inbox folders ?
• instant messaging – do employees use other/additional IM’s, which the company does not endorse
• VoIP – skype, etc

Collaboration and online conferencing systems – why and when used ?

Documentation means and standards – what do people use to write and document content ?

• Powerpoint, MS word, html editors, wordpress blogs, excel spreadsheets for text, various database applications that are not compatible, Lotus Notes databases
• How and where are standards defined and enforced ? Are those standards part of knowledge management and managed as such?

Document systems

• How easy is reuse of data – various versions of MS office, OpenOffice across the company ?
• Is a system used to enforce standards and adherence – through e.g. document management systems such as e.g. MS Sharepoint

Web content management systems to manage content on intranets and extranets – so do many sources of the same content exist in different systems ?

Change management approach -

Training approach – when and how does training happen ?

• Remedial or reactive
• Proactive and ongoing
• Instructor led or self-help when desired

Knowledge management philosophy – knowledge stored in people or in system?

So, what do you take from this ?

Best regards

Nicolai

Tagged as: consulting tools, distribute knowledge, Knowledge management, Method engineering, sharepoint