NSW KM Forum June 2007

IT’S NOT WHAT I EXPECTED

KNOWLEDGE MANAGEMENT& CHANGE

Matt Moore

Tonight’s Entertainment

• What has KM got to do with change?• Interlude 1• Explaining change• Interlude 2• Specific issues• Interlude 3• Wrap Up

Who the hell are you?

My definition of KM

“People communicating with each other about what they do so they

can do it better”

Who

What

How

Where

When

Why

Interlude 1: Reflections on change

1. Think back to an example of change (use emotion).

2. Note down:• What did you expect would happen?• What actually happened?• How do you account for the difference (if

any)?

3. Repeat for 2 more examples.

One model of change

Another point of view

Perfect Change? Haitt & ADKAR

Awareness

Desire

Knowledge

Ability

Reinforcement

Neuro Change? Rock & Schwartz

Change is pain

Behaviourism doesn’t work

Humanism is overrated

Focus is power

Leading Change? John Kotter

Establish a sense of urgency

Form a powerful guiding coalition

Create a vision

Communicate the vision

Empower others to act on the vision

Plan for and create short-term wins

Consolidate improvements and produce still more change

Institutionalize new approaches

Complex Change? Patricia Shaw

Unintended outcomes & opportunism

Reason vs. emotion

Influence & interaction

Change as script vs. change as improvisation

Paradox of control

Interlude 2: Discussing experiences

1. Form groups of 3-42. Share your experience of change

• What do they have in common?• What was done well?• What could have been improved & how?

3. Report back headlines to the other groups

Communications

Incentives

Measurement

Skills required

Interlude 3: Rounding things up

1. Final discussions2. What have we learnt?3. Each group to respond with 3 key

lessons from the evening.

THANK YOU!