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CPR Meeting

CPR Meeting. Leveraging Knowledge Management at NCC. by Simon Forster. V071114. Who is Simon Forster?. Knowledge Management Consultant. Job History Defined and managed the implementation of a web based KM system at Tesco Property Services Head of Knowledge Management Strategy – BT.

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CPR Meeting

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  1. CPR Meeting Leveraging Knowledge Management at NCC by Simon Forster V071114

  2. Who is Simon Forster? Knowledge Management Consultant • Job History • Defined and managed the implementation of a web based KM system at Tesco Property Services • Head of Knowledge Management Strategy – BT. • Information / Knowledge Manager. • Usability Specialist • Communications Manager. • Operations IT Manager Global Business Markets.Achievements • Awarded an ‘innovation of the year’ award by Computer Business Review at the UK Technology Awards. • Published a two-page case study in ‘What Laptop’ magazine on my work. • Won the BT Award for Quality in ‘Web Awards for Knowledge Management’. • Led work improving employee satisfaction, achieving the highest team score in BT.

  3. What is knowledge? • Knowledge - the result of people thinking about perceived data and interacting with one another to add meaning and value • Knowledge is only valuable when it is used - “It’s not what you know it’s what you do with what you know” • Competitive advantage - making better use of knowledge than your competitors • Knowledge is an asset!

  4. What is knowledge? • Knowledge is information in context to produce an actionable understanding • Knowledge - What we know

  5. What is knowledge management? • A collection of methods and ideas by which organisations seek to achieve competitive advantage through developing and exploiting their intellectual assets. • How an organisation identifies, creates, captures, acquires, shares, and leverages knowledge.

  6. What is knowledge management? • The systematic processes by which knowledge needed for an organisation to succeed is created, captured, shared and leveraged. • Sharing what we know with the right person at the right time for a positive effect - to help them work more effectively.

  7. Approaches to KM • Explicit vs. tacit • Codification vs. personalisation • Explicit information management • Tacit knowledge sharing

  8. Databases: Outlook AD Switchboard Reception Databases Outlook AD Switchboard Reception CRM Internet County / Borough Comms Press Releases Informer messages Property Helpdesk Comms Press Releases Informer Messages Property Helpdesk Intranet Internet County / Borough CRM Intranet Single User Interface Website Front end Email Front end Website Process Searching Awareness Knowledge Framework Information Database

  9. What do I need from you? • Information about the service: • Tel Numbers, Names, Job Descriptions, Departments, Addresses • Service descriptions • Information about the service being left behind • Clear ownership of departments ‘public’ information • SLA’s / Promises • Processes – ‘As Is’ or preferably ‘To Be’ • Bottle of nice red wine (Amarone) Tel – 07860 359460

  10. Tel – 0701 740 9619

  11. Questions & Answers Getting the most from what you have & identifying gaps • What type of information is available? (Searching, Awareness & Process) • Content Reliability (is it available, is it right, is it consistent, is it up to date?) • Content Navigation and Search (Can you get to it easily and at speed?) • Personalisation (is information tailored to your needs, or are you bombarded by irrelevance?) • Collaboration (do processes exist whereby the learning's of one are shared across a team?) • What technologies are used? • How is it accessed? • What is it used for? • What are the business benefits? (Time, Quality, Money & People) • Result if taken away? (Time, Quality, Money & People) • Barriers/issues/concerns? • What are the benefits to your mobile workers? (WIFM)

  12. Summarises all of the news for the week gone • Making people aware of news they didn't know they needed! • Personalised • Push • Voice broadcast via Teamphone platform to 3500 people • Sections

  13. Push

  14. Taxonomy

  15. Taxonomy • Created the Major Business Taxonomy. • Enable Content Management of Web Sites.

  16. Taxonomy Benefits • Enables the distribution of more information to more people using the same resource • Enables content management of other sites • Enables authoring of several sites homepages through the input of one item • Less web resource needed to manage other web sites • Enables greater awareness of the same issue across many sites • Resulting in better informed people making better decisions, for no increased cost • Increasing users awareness of BT's Strategy and how they fit in • Higher satisfaction rate from users. (95%)

  17. Usability Benefits • Enabling people to get the information they need quicker and simply • Enables dial up users to view sites easily • Improved productivity through less time spend looking for information • Templates need to be fully tested on end users, not by the publishers deploying them. • Sites or pages should be intuitive and self explanatory enabling the user to accomplish whatever task they choose to do in the most efficient manner. • Usability is about making interfaces easy and logical to use for the user - why make it hard or tricky for someone to complete a form online. • If users have a bad experience, psychologically they are wary of returning, and tell others = negative publicity. • Consistent interfaces benefit from 'learned behaviour' - if you can navigate around one, you can navigate around all the others sharing a single look and feel therefore saving time working out how to navigate. • "....I can guarantee that any company that makes its site easy to use will have a major advantage over its competitors, no matter what industry it's in" Jakob Nielsen (i.e. Amazon)

  18. Future Web Publishing • Migration of web publishing activity to a content managed approach increasing efficiency in web publishing and re-purposing content - delivering the right information to the right person at the right time. • Ability to render personalised content based on user profile & current activities • Reduction in FTE maintaining content • Reduction in number of top level sites with the migration of content onto managed KM solutions and elimination of duplicate content • Enhanced skill set in CM, Categorisation and Taxonomy implementation – knowing how to mark up the info to the business needs – changing the web publishing skill set from one of technical role to KM role

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