Re-Inventing Knowledge Management

1. Re-Inventing Knowledge Management The Knowledge Services Solution Guy St. Clair SLA Annual Conference Nashville TN USA 7 June 2004 SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

2. Knowledge ServicesThe Convergence of:Information ManagementKnowledge Management Strategic (Performance-Centered) Learning SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

3. What’s So Special AboutKnowledge Services? Knowledge Services — as a Management Practice — is Founded on KD/KS (Knowledge Development/Knowledge Sharing) “… a framework for management that embodies the highest objectives of knowledge management and combines them with the basic principles of the learning organization and the teaching organization.” Guy St. Clair Beyond Degrees: Professional Learning for Knowledge Services SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

4. It’s All About Knowledge as aCompetitive Asset In today’s business and research environment, the management of information as a “stand-alone” activity is insufficient. For an enterprise to succeed in achieving its operational objectives, and to function as a knowledge-centric organization, enterprise management must include the management of intellectual capital as a competitive asset. “Intellectual capital is the sum of everything everybody in a company knows that gives it a competitive edge.” -Thomas A. Stewart SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

5. It’s AboutInformation Management Information Management - the management methodology concerned with the acquisition, arrangement, storage, retrieval, and use of information to produce knowledge. SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

6. It’s AboutKnowledge Management Knowledge Management - the management practice for making relevant information readily available, so that users can make timely valid decisions. “The most critical requirement for workplace success is Knowledge Management - a way to gather, share, and provide easy access to technical data and information related to the work.” SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

7. And It’s AboutStrategic (Performance-Centered) Learning“Organizational Learning” … the successful achievement of skills, competencies, knowledge, behaviors, and/or other outcomes required for excellence in workplace performance … enables those who develop knowledge to share it, for the benefit of everybody in the organization (i.e., combines knowledge development with knowledge sharing) …provides training / learning that is specific to the workplace, that focuses on applications SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

8. It’s About Creating the Organization’s Knowledge Nexus In many organizations, the largest single barrier to achieving excellence in service delivery in information management is the lack of a central Knowledge Services connection for the organization. The organization requires a Knowledge Nexus, a single operational function – a specialized library – that serves as a one-stop resource for any interaction having to do with information, knowledge, and/or strategic (performance-centered) learning. SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

9. The Specialized Library Three unique attributes…. Collections (or services provided, if what you have is an information center or a knowledge services center that is not a collection of materials) are particular or “special” to a subject or field of interest Library’s customers interests are also particular and unique The relationship between the specialist librarian/information provider and the customer is highly collaborative, almost intimate…. -“Knowledge Services and SLA’s History: An Interview with Guy St. Clair” Information Outlook, September, 2003 SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

10. “World-Class”Knowledge Services Management • Holistic management, integrated into the larger organizational framework/cross-functional collaboration is a given • The operational unit performs a strategic function, and is recognized as the central information/knowledge/learning connection (the knowledge nexus) for the organization • Clear vision/mission / values • Awareness building is accepted as central and critical, not “extra” • Thomas Pellizzi, Victoria Harrison, Guy St. Clair “Toward World-Class Knowledge Services: Emerging Trends in Specialized Research Libraries” Information Outlook, June-July 2004 SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

11. “World-Class”Knowledge Services Management • Service ethos builds on higher-value services/adding value to services, products, and consultations is standard practice • Customer needs are tracked on an on-going basis • New paradigms of service delivery are recognized as opportunities for enhancing Knowledge Services in the larger organization • Advocates and users recognize the value of the function and make efforts to see that it is supported • Thomas Pellizzi, Victoria Harrison, Guy St. Clair “Toward World-Class Knowledge Services: Emerging Trends in Specialized Research Libraries” Information Outlook, June-July 2004 SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

12. Specialist Librarians /Information Professionals Four major professional competencies: Managing information organizations Managing information resources Managing information services Applying information tools and technologies Personal competencies: attitudes, skills, and values that enable practitioners to work effectively and contribute positively to their organizations, clients, and profession. - Competencies for Information Professionals of the 21st Century: SLA, June 2003 SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence

13. Contact Information Guy St. Clair Consulting Specialist for Knowledge Management and Learning SMR International 527 Third Avenue (# 105) New York NY 10016 USA Tel: +1 212 683 6285 Fax: +1 212 683 2987 E-Mail: GuyStClair@cs.com SMR International: KD/KS—Knowledge Development & Knowledge Sharing for Performance Excellence