Would Einstein Call You Insane? Break the KM Failure Cycle

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Today’s Presenters:

John RagsdaleVP, Technology and Social ResearchTSIA

Diane BerryChief Knowledge Evangelist Coveo

Would Einstein Call You Insane? Break the KM Failure Cycle

John RagsdaleVP Technology and Social Research

TSIA

4

Why Do KM Initiatives Fail?

Project loses focus, leadership, and/or funding

Knowledgebase contentnot maintained

Hard coded and/or outdated taxonomies

Myopic view of useful or valuable content

No processes to address content gaps

Must be a part of corporate culture and budget

Analytic approach to identifying unused/outdated content

Auto-generated taxonomies that adapt with content

Unified/intelligent search across the enterprise

Enable expertise management and collaboration

@coveo

KM Implementations are Mature, But Not Delivering Value

Customer Facing KB

Employee Facing KB

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

23%

13%

5%

4%

5%

13%

67%

70%

How long have you had your KM implementation?

1 Year 2 Years 3 Years 4 Years or More

Customer Facing KB

Employee Facing KB

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

0%

0%

16%

18%

12%

27%

33%

25%

40%

30%

How do you rate your current KM implementation?

Awesome Very good GoodNeeds some work Needs a lot of work

5

Source: TSIA 2013 Knowledge Management Survey

@coveo

Even Most Successful KM Programs Have Knowledge Gaps

23%

15%

23%

10%

18%

10%

How many days does it take to publish a new knowledge article?

1 Day 2-3 Days 4-7 Days 8-14 Days 15-30 Days >30 Days

• Hit Rate– Percent of support issues

resolved by existing content in the knowledgebase

• Industry Average Hit Rate: 43%– Minimum 5%– Maximum 80%

6

Source: TSIA 2013 Knowledge Management Survey

@coveo

Most Used Resources to Solve Support Incidents

7

Customer Log Files Customer Configuration Info

Forums Knowledgebase Documentation Incident History System Diagnostics Bug/Enhancement DB Web Content0

0.5

1

1.5

2

2.5

3

3.5

1.4

1.6

22.1

2.4

2.72.8

2.9

3.3

1 = "Most Frequently Used“, 5 ="Never Used”

Source: TSIA Support Services Benchmark

@coveo

Satisfaction, Adoption and Planned Spending: KM and Intelligent Search

2011 2012 2013 2014 Benchmark Average -

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

3.2 3.3

3.4 3.6

4.3

Satisfaction with KM Tools5=Extremely Satisfied

2014 Adoption 2014-2015 Planned Spending0%

10%

20%

30%

40%

50%

60%

70%

80%

90%85%

69%

46%

50%

Adoption and Planned Spending

Knowledge Management Intelligent Search

8

Source: TSIA 2014 Global Technology Survey

@coveo

Would Einstein Call You Insane? Break the KM Failure Cycle

Diane BerryChief Knowledge Evangelist

Coveo

Signs that Knowledge Management is broken(in the customer environment)

It will get even worse….“Organizations are data-rich but insight-poor.”

The knowledge people need is everywhere

The Goal: Always-on, Always-there knowledge

KM processes must catch up with technology

Data preparation: Are taxonomies working?

Why do taxonomies fail?

Taxonomies are important

But have always been resource-intensive

With a a loooong development process

Unlock the power of data and the crowd

Faster, more agile taxonomies

The Long Tail of Enterprise Knowledge & the need for crowd curation

Defining “crowd-assisted curation”

What about security?

Knowledge & experts in the flow of work

Knowledge in the flow of work must be contextual

Technology platform components

Thank You. Questions?