Mr. Pat Conway, CKO, [email protected] do not distribute/reuse without advance permission United States Army Combined Arms Support Command

Mr. Pat Conway, CKO, [email protected] Please do not distribute/reuse without advance permission

United States ArmyCombined Arms Support Command

Chief Knowledge Officer (CKO)

Session 1 (30 Min)Potomac Forum

March 2010

““Types of Problems Types of Problems YouYou can Solve using Knowledge can Solve using Knowledge

Management and Collaboration”Management and Collaboration”

Practical Applications of Knowledge Management (KM)


A Few Points Up Front…A Few Points Up Front…

• Every Organization is Different:

- Size- Mission- Complexity- Geographic Dispersion- Demographics of Population

• There are no “One size fits all” Solutions

• Examples Stimulate Thought and Discussion

• Goal…Provide Practical Insights You can Use


A Little Background…A Little Background…

• The CASCOM “Knowledge Challenge”:

- 449,000 Soldiers (with Families) and DA Civilians- Supply, Maintenance, Transportation, HR, Finance- Active, Reserve, Guard, Joint, DOD, Multinational- Globally Dispersed and in Combat Theaters- Span of Age Groups

• Classified, Unclassified, Official and Public Facing

• Spans entire Scope of Business Mission AreasDoctrine, Organization, Training, Material, Leader Development,

Personnel and Facilities (DOTMLPF)


• Perform Missions, Functions and Decision-Making Faster

• Leverage Best Practices and Lessons Learned

• Transform and Improve Business Processes

• Retain/Transfer Experience, Talent and Intellectual Capital

• Recruit, Mentor, and Coach Soldiers and Civilians

• Enhance Individual and Organizational Learning

• Grow, Develop and Identify Future Leaders

What We Wanted to Achieve…What We Wanted to Achieve…


What Problems We Found…What Problems We Found…

• The Right Knowledge wasn’t Readily Available- Outdated or Incomplete…Not Relevant- Format…Couldn’t be Rapidly Distributed or Shared- Too Much…No “Management”- Wasn’t Actionable…lacked Context

• Knowledge Sources were not Balanced- The “Know What” vs “Know Who”- “Class Room Solution” vs “On the Ground”

• Business Processes weren’t Adequate - Knowledge Production…too long

- Knowledge Sharing…hit and miss- Knowledge Consumption…limited


• People – “Knowledge Bottlenecks”

• Process – “We’ve Always Done it This Way”

• Content – “Library without Card Catalog”

• Technology – “Digital Immigrants vs Natives”

Contributing Factors…Contributing Factors…


What Emerged as Our Specific Needs…What Emerged as Our Specific Needs…

• Establish a Ubiquitous Knowledge Sharing Environment

• Intuitive/Adaptable to Individual & Organizational Needs

• Supporting the Entire Target Population

• Achieve Specific Purposes:

- Enhance Individual day-to-day Performance- Harvest Experience and Expertise- Improve How we do Business- Attract Talent by Stimulating Innovation


What’s Your Challenge?What’s Your Challenge?

• Large Exodus of Experience?

• Not using Knowledge very well?

• Takes too Long to Get something done?

• Digital Immigrant vs Digital Native Challenge?

• Casual Interest…or Boss Just told me to be Here!

Use of Knowledge Management (KM) & Collaboration to Solve a Use of Knowledge Management (KM) & Collaboration to Solve a Problem is Directly Related to How Well You Define the Needs! Problem is Directly Related to How Well You Define the Needs!


Defining Defining Your Your Knowledge NeedsKnowledge Needs

• Who? Establish the Target Population Your After

• What? Specify What it is You want to do

• When? Identify during what Times or Frequency

• Where? Indicate Your Population Dispersion

• Why? The Purpose…what makes this of Value


Group Exercise: Session 1Group Exercise: Session 1

““What are What are Your Your Individual or Individual or Organizational Knowledge Needs?”Organizational Knowledge Needs?”

Collaborate & Document (30 Min)(Followed By Lunch)


““What Knowledge Sources Have What Knowledge Sources Have You Gained This Morning?”You Gained This Morning?”

Group Discussion (15 Min)

Check On LearningCheck On Learning




March 2010



““Addressing Knowledge Needs Addressing Knowledge Needs Through Defined/Measured Through Defined/Measured Communities of Purpose”Communities of Purpose”


“The art (Processes) and science (Technologies) of creating, applying, organizing, and transferring explicit (Content) and tacit (People) knowledge to facilitate learning,

understanding, and decision making. KM provides individuals and organizations the means to improve innovation, adaptability and performance by rapidly sharing, harvesting

and applying knowledge that is relevant, accurate, timely, and actionable.”

Knowledge Management (KM)Knowledge Management (KM)

Knowledge Knowledge

“Knowledge characterizedas information or data, and

documented, recorded, stored, or otherwise codified,

so that it exists and is independently transferred within hard copy, digital,

media, web, database, and like formats.”

“Knowledge characterized as experience, judgment and expertise, residing solely

within the heads of individuals, and transferred through group

collaboration, dialogue, interview, or other forms of

personal interaction.”

Explicit (Content) Tacit (People)

People

Process

Technology

Content KM

What Does this Entail…What Does this Entail…


Process Process

Explicit

Tacit Explicit

Tacit Tacit

Explicit

Explicit Tacit

Enable & Facilitate Knowledge Transfer

Knowledge Owners*(and Consumers)

Knowledge Consumers*(and Owners)

Technology AssessmentTechnology Assessment

Content ManagementContent Management

Process ImprovementProcess Improvement

Knowledge Needs & GapsKnowledge Needs & Gaps

Products, Content & Objects Army, DOD & Non-DOD Websites

Publications, Documents & Media Meetings, Discussions & Classes

Meetings, Conferences & Events Recordings, Video & Pictures

Expertise, Experience & Mentorship Lectures, Interviews & Counseling

Knowledge ExchangeKnowledge Exchange

How Do We Go About it…How Do We Go About it…


Classified.Mil Sites

FOUO .Mil Sites

PublicNon .Mil Sites

Organic.Mil Sites

Secret Accessible

Knowledge Product & Services

CASCOMKM Office

Schools Higher HQStaff Home Gov’tFort Lee Garrison

DeployedOther

Partners

Knowledge Owners and Web Authors

What Why

- People: Training and Support - Content Management & Access- Process Improvements- Technology Insertions- Social Networking Capabilities

- Improve Interoperability/Access- Enhance Support to Soldiers/Civ- Enable Enterprise Innovation- Meet Gov’t, DOD & Army Stds- Optimize Processes & Resources

FOUO Accessible

Locally Accessible

Publicly Accessible

Publicly Hosted & Accessible

Public AffairsApproved Content

OrganizationApproved Content

ProponentApproved Content

Where Does This Take Place…Where Does This Take Place…

Process Process SitesSites


How To Make this Work…How To Make this Work…

• Communities of Interest: Broad, voluntary Involvement, where participation is at the discretion of the individual

• Communities of Practice: Voluntary, but more focused on a given profession, trade, or field of endeavor

• Communities of Purpose: Sometimes voluntary, often mandated, and designed to achieve sustained results

• Virtual Teams: Small, mandated group, focused on rapidly completing a specified project or task

Characteristics To ConsiderCharacteristics To Consider


Establishing Communities of Purpose…Establishing Communities of Purpose…

• Identify the make-up of your target population

• Assess other considerations (how many, where they are, what technology they use)

• Identify a few key Leaders to stimulate activity

• Garner Leadership Support

• Determine how best to measure before you start.

From Your Knowledge NeedsFrom Your Knowledge Needs

The More Value a Community of Purpose Provides to Individuals within The More Value a Community of Purpose Provides to Individuals within the Target Population, the Faster it Grows and Sustains Itself! the Target Population, the Faster it Grows and Sustains Itself!



““Define Define YourYour Knowledge Knowledge Community of Purpose”Community of Purpose”

Collaborate & Document (15 Min)

Using Your Previous WorkUsing Your Previous Work




March 2010



““Using Collaboration, Social Media Using Collaboration, Social Media and Technology to Power and Technology to Power Communities of Purpose”Communities of Purpose”


Things to Remember…Things to Remember…

• Collaboration is Knowledge Sharing with a Purpose, and Produces an Outcome

• The key to using Social Networking tools is to drive it with a purpose

• Technology is not Knowledge Management - it is merely a means to accomplish Knowledge Management

• There is no one Knowledge Management Technology that does it all…pick the right tool for the situation


Keys to Successful Collaboration…Keys to Successful Collaboration…

• Couple the “Know What” with the “Know Who”

• Use the Right Type of Collaboration for the Situation:

- Synchronous (Live, Real-Time Interaction)

- Asynchronous (Sequential Exchanges)

• Large or Small, Organization is Essential

• Monitor and Capture Results/Performance as Needed


Social Networks Are Another Tool …Social Networks Are Another Tool …

• Myth -“Social Networks Will Disrupt Work”

• Define How to use Social Networks to Support your Target Population and Knowledge Needs…Purpose!

• Must also Consider Organization’s Information Security, Access Protocols, and Develop Rules

• Examples of Good Social Networking Use:

- Providing Updates After Fort Hood Tragedy- Keeping Family Members Informed- Public Affairs and Transparency


Mobile

Knowledge Repositories

Gov’t Discussion Forums& Social Networks

On Line & Multimedia

Distributed Learning (DL)

Meetings & Brain Storming Sessions

“Rolodex” ofMentors, Experts

& Peers

Gaming &Simulations

Training &Exercises

SchoolSchool

HomeHome DeployedDeployed

UnitUnit

Technology-Not One Tool, but The Whole ToolboxTechnology-Not One Tool, but The Whole Toolbox

Consider All the Ways to Transfer KnowledgeConsider All the Ways to Transfer Knowledge


Don’t Forget to Measure Effectiveness…Don’t Forget to Measure Effectiveness…

• Defining the Effectiveness of you Community is Key

• Measure from Where You Started…Capture Progress

- Quantitative (Objective…but Limited Meaning)

- Qualitative (People Remember Stories/Anecdotes)

• Promote and Highlight Community Members

• Keep Leaders informed and Send Strategic Messages



““What Tools Do You Put in What Tools Do You Put in YourYour Community of Purpose”Community of Purpose”

Collaborate & Document (15 Min)

Using Your Previous WorkUsing Your Previous Work

(Include How You Would Measure Progress)(Include How You Would Measure Progress)


““Knowledge Journaling…Prove it!”Knowledge Journaling…Prove it!”

Group Discussion (15 Min)

Check On LearningCheck On Learning