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An enterprise architecture approach is used to integrate social, business, technological, and knowledge structures. A social interaction framework (sharing, collaboration, negotiation, and competition) provides an example of the process.
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ALBERT SIMARDINTEGRATED KNOWLEDGE SERVICES
PRESENTED TO
SOCIETY FOR INFORMATION AND KNOWLEDGE MANAGEMENT
DECEMBER 16, 2014
THE YIN AND YANG OF KNOWLEDGE MANAGEMENT
THE KNOWLEDGE MANAGEMENT DICHOTOMYStructured Approach: Systems and Technology
Unstructured Approach: Social Interaction
2
BUSINESS STRUCTURES
Dynamic Social Structure(People)
Rigid Technology Structure (Technology)
Adaptable Business Structure(Processes)
Knowledge Outputs
3
OUTLINE•Architecture•Sharing •Collaboration•Negotiation•Competition
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KNOWLEDGE SERVICES ARCHITECTUREContext
Interactions
ManagementResearch
Governance
Network
Servers Desktops
Applications
Content
Flow Services
Interfaces
Knowledge
Social
Business
Technology
Knowledge Outputs
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THREE PILLARS OF KNOWLEDGE WORK
Tec
hn
olo
gy
Pro
cess
es
Peo
ple
Architecture
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CONNECTING THE STRUCTURESPeople
Interfaces
Technology
Applications
Processes Outputs
Architecture
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PEOPLE•Individuals
•Attitudes (values, beliefs, engagement)•Behavior (voluntarism, participation, sharing)
•Groups • Relationships (trust, safety, equality) • Interaction (collaboration, negotiation, competition)
• Organization• Culture (ethics, principles, values)• Practices (norms, rules, rewards)
Architecture
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PROCESSES
Linear
Hub and Spoke
Architecture
ParallelFeedback / Bypass
Circular9
TECHNOLOGY•Telephony•Video conferencing•E-mail•On-line forums•Webinars•Sharing sites•Collaboration sites•Expertise locator•Blogs, microblogs•Wikis
Architecture
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ARCHITECTURE - CORE MODEL
Who
Work (What)
Input Output
Service (How)
When
Where
Need (Why)
Schedule No schedule
Physical space Cyberspace
Architecture
Zachman (1987)Rudyard Kipling (1902)
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SOCIAL STRUCTURE COMPONENTSContext (scale)
Interactions
Sharing Collaboration Negotiation Competition
Attitudes
Behavior Relationships
Culture
Architecture
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SOCIAL INTERACTION FRAMEWORK
Interests
Mutual
Autonomous
Work Group Community Network
Conversation Posting Publication
Purchasing Contracts Merger
Sports Business Military
GoalsCompatible Conflicting
Collaborationpeer production partnership approach high trust diverse, synergistic
Sharingleverage knowledge passive approach some trust benign, supportive
Negotiationmutual agreement adversarial approach some trust structured, formal
Competitiondefence or victory aggressive approach no trust secretive, hostile
Unclear
Architecture
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OUTLINE
•Architecture•Sharing •Collaboration•Negotiation•Competition
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SHARING ATTRIBUTES
• Exchange content
• Incentives / motivation• Trust and safety• Organizational culture• Content security • Individual privacy• Different expertise• Control and hoarding• Large distances
(Autonomous interests, compatible goals)
Sense, categorize, respond
Sharing
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SHARING OVERVIEWShare
Provide Incentives
Time & Place
Technology
Interact
Explicit tacit
Content
Access
Shared Content
Sharing
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SHARING EXPLICIT CONTENT
Social Business TechnologyKnowledge
Sharing
Existing Content
Shared Content
Create Incentives
engagementmotivationcompliance reciprocity
Retrieve
web browser web portalcontent repository search enginehelp desk
Work Service
networksite content awareness
Access
Interacttelephonemeetingcollaboration e-mail
Provide Content
e-mail publishingdistribution collect contentcontent repository search engine
Protectnetwork security site security content security
Organize metadata info. mgt.
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FRAMEWORK FOR SHARING EXPLICIT CONTENTWork Person / Group Input / Output ServicesCreate Incentives manager, leader existing content / sharing
environmentengagement, motivation, compliance, reciprocity
Provide Content author, owner, provider, holder
available content e-mail, publishing, distribution, content repository, metadata template
Protect Content content manager, security specialist
secure content content security site security network security
Access Content content manager, communicator, network manager
accessible content network, site, content, permission, awareness
Retrieve Content repository manager, application specialist, content manager, facilitator
transferred content web browser & portal, content repository, search engine, help desk, facilitation
Interact provider, author, recipient, user
recipient understanding, capacity
telephone, e-mail, meeting space, collaboration site
Sharing
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SHARING TACIT KNOWLEDGETacit
Knowledge
Shared Knowledge
Provide Incentives
engagementmotivation compliance reciprocitySupport
Sharing
Technology Support
meeting spaceworkshopconferencesite visitclassroom permission funding telephone
on-line forumgroup apps.e-mail web portal expertise directorycollaboration sitesocial network apps.
conversation after action rev.capturingextractionadvisingteachingstorytellingdemonstratingpresenting mentoring
Interact
Work Service
Social Business Technology Knowledge
Sharing
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FRAMEWORK FOR SHARING TACIT KNOWLEDGE
Work Person / Group Input / Output Services
Provide Incentives manager, leader, knowledge holder
tacit knowledge / willingness to share
engagement, motivation, compliance
Provide Place manager, facilitator, coordinator
physical place, time facilities, scheduling
Technology Support network manager, application specialist, facilitator, coordinator
connectivity, digital site
telephone, e-mail, on-line forum, web portal, expertise directory, collaboration site, social network apps., facilitation
Interact knowledge holder, recipient, facilitator
shared knowledge conversation, dialogue, after-action review, capturing, teaching, storytelling, demonstrating, presenting, mentoring
Sharing
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OUTLINE
•Overview•Sharing •Collaboration•Negotiation•Competition
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COLLABORATION ATTRIBUTES
•Synergy and joint production• Dialogue, conversations in groups • Sharing, exchanges among peers• Candor, freedom of expression• Trust, safety, honesty, openness• Agreed rules of conduct• Diversity, flexibility, outliers• Equality, meritocracy of ideas• Collective, not individual benefit
(Mutual interests, compatible goals)
Sense, analyze, respond
Collaboration
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COLLABORATION OVERVIEW
Social Context
Knowledge Transformation
Technology Support
Organizational Work
Decision
Collaborate
Shared Knowledge
Collaboration
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COLLABORATION - SOCIAL CONTEXT
Group Knowledge
engagement counseling feedback human resources
Work ServiceIndividual Knowledge
motivationcompliance engagement human resourcesrules & norms guidance facilitationsupport
Influence Attitudes
Affect Behavior
Foster Relationships
Evolve Culture
formation changeorg. learning
enjoyment openness ethics altruism
participation commitment involvement creativitytrust & safety equality meritocracy synergydiversity flexibility freedom transparency
Social Business Technology Knowledge
Collaboration
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COLLABORATION TECHNOLOGY
Collaboration Site
Collaborate
Group Site
User Access
Connectivity
Security
architecture server, site expertise directory search engine content repository web portal
user interface help files & desk trainingInternet
Intranet LAN, WAN access control
authentication network security site security content security
Work Service
Operation
installation maintenance upgrades recovery
Social Business Technology Knowledge
Collaboration
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OUTLINE
•Architecture
•Sharing
•Collaboration
•Negotiation
•Competition
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NEGOTIATION ATTRIBUTES
•Reaching an agreement• Debate and discussion • Positions and interests• Bargaining and compromise • Proposal and response• Attempt to establish trust• Short-term / long-term• Win/win vs. win/loose
(Mutual interests, conflicting goals)
Probe, sense, respond
Negotiation
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NEGOTIATION OVERVIEW
Preparation
Bargaining
Approval
Negotiate
AgreementCollaborate
Negotiation
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NEGOTIATION - PREPARATION
decision office app. template
Goalsagreement relationship strategy
collaboration decision
Interpretvalues options
intelligence analysis app.
Establish Position
alternatives possibilities BATNAZOPA
collaboration office app. template
Compile Content
context situation
monitoringsharing web portal search engine
Revise position
Content
Preliminary Analysis
Recommend
Position
decision support analysis app.
out
Work Service
Social Business Technology Knowledge
Negotiation
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NEGOTIATION - BARGAINING
Social Business Technology Knowledge
deception ethics emotions distrust embarrassed
negotiation svc.content mgt.
Positionquestions assumptions unknowns uncertainty
Identify
CounterPower
Influence
Benefits
coalition leverage attack threats
multiple issues expansion total benefits contingency
losses & gains momentum justification references concessions
Revise position
Draft Agreement
new information?
important
no
routine
Concludenegotiation svc.office app.agreement template
Work Service
Negotiation
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OUTLINE
•Architecture•Sharing •Collaboration•Negotiation•Competition
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COMPETITION ATTRIBUTES
•Victory, gain, or defence
• Speed of analysis and action are critical
• No trust, secretive, misleading actions
• Rules: dominant, important, minimal
• Ongoing process, requires recurring analysis
(Autonomous Interests, conflicting goals)
Act, sense, respond
Competition
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COMPETITION OVERVIEWCompete
Decision
Intelligence
Action
Monitor Outcomes
Adapt
End
Negotiate
Competition
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COMPETITION - INTELLIGENCE
Social Business Technology Knowledge
usable multi-media evaluated accessible secure
Acquire
Organize
Analyze
public non-public
SWOT competition mental models present activity human factor soft info.
integration collection repository content mgt.
content acquisition knowledge mobilization
Synthesize
Response futures analysis
analysis apps. statistical apps.
Content
Intelligence
Identify Actions
synthesis apps. systems analysisexpertise collaboration
scenario analysis gaming
Work Service
Competition
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COMPETITION – ACTION & ADAPTATION
Social Business Technology Knowledge
Competition
Adaptanalysis apps. synthesis apps.
Document
Store
Recommend
Authorize
Outcome
Success / failure
decision
Monitorcontent acquisition knowledge mobilize.
intelligence repository
office apps competition template
Intelligence
Result
Learn org. learning
Evaluate after-action review
Act resources
inconclusive
35
out
•Organizations consist of social, technological, and business structures.
•Work may involve sharing, collaboration, negotiation, and/or competition.
•Knowledge management must support all of these contexts.
Main Messages
36
QUESTIONS?FURTHER DISCUSSION?MORE INFORMATION?
37
https://www.linkedin.com/pub/albert-simard/61/75a/4b9
http://www.slideshare.net/albertsimard
http://www.slideshare.net/fullscreen/albertsimard/social-interaction-17/1
