KNOWLEDGE MANAGEMENT 101 With a L&D Lens
Lyn MurnaneKnowledge Services Design Consultant
BUPA Australia
OVERVIEW
• What is Knowledge Management?
• A couple of KM mission statements
• KM in 90 seconds
• KM strategy in 60 seconds
• Learning & Knowledge
• Social Learning
• Communities of practice
• Technology• Slack demo
• The Future
https://commons.wikimedia.org/wiki/File:Hand_showing_len
s_demonstration.jpg
WHAT IS KNOWLEDGE MANAGEMENT?• What do we know?
• What have we learned?• Where do we store what
we know?• How do we make that
knowledge better?• How do we share it?
• “Access to the right information, at the right place and the right time”
A COUPLE OF KM MISSION STATEMENTS
• Accenture
• “To create a world class knowledge-sharing culture and environment that contributes to Accenture's success”
• BP
• We know what we know, learn what we need to learn, and use knowledge for sustained competitive advantage (Internal KM vision)
• “Anyone in the organisation who is not directly accountable for making a profit should be involved in creating and distributing knowledge that the company can use to make a profit” (CEO statement)
http://www.nickmilton.com/2011/12/15-example-knowledge-management-visions.html
KM STRATEGY IN 60 SECONDS
KM Strategy
What
organisation must
know
Business Strategy
What
organisation must
do
Business Strategy
What
organisation can
do
KM Strategy
What
organisation
knows
Knowledge gap Strategic gap
LEARNING & KNOWLEDGE
Know what
• Knowledge (know-what) refers to explicit understanding about a topic that can be easily transmitted to others
Know how
• Know-how is often tacit knowledge, which means that it is difficult to transfer to another person by means of writing it down or verbalising it.
Photo credit: KM Photo courtesy-of-uthscsaedu
AN ALTERNATIVE METAPHOR
http://ohnotheydidnt.livejournal.com%2F42269065.html&ei=A4fZVMe-
IaO8mgXN4oCQBw&bvm=bv.85464276,d.dGY&psig=AFQjCNGaQOufzyxH9cwLc3lPgLasIWkDTg&ust=142362827101
9354
Learning is the skeleton
Knowledge is the muscle
CONSIDER SOCIAL LEARNING
• The 70:20:10 framework where 20% (or more) of learning is developed through with and through others from coaching, exploiting personal networks and other collaborative and co-operative actions
• Need to develop opportunities for community, collaboration, communication and leadership, and provide the tools to enable that
Social Learning Theory
https://www.learning-
theories.com/social-learning-
theory-bandura.html
https://www.linkedin.com/pulse/hey-linkedin-how-creating-social-learning
index-doug-bush%C3%A9e
COMMUNITIES OF PRACTICE
• A focus on knowledge sharing
• Experiential learning
• Innovation and problem solving
• Social – but directed
• Access to expertise
• Can have an end date
• Communities of practice are groups of people who share a concern or a passion for something they do and learn how to do it better as they interact regularly.
• http://wenger-trayner.com/introduction-to-communities-of-practice/
ROLE OF TECHNOLOGY
• A place to capture knowledge (codify)
• Allows sharing, conversing and creating across time and space
• Allows a ‘local’ experience to become ‘global’
http://www.youthensnews.com/36807/
SLACK
• https://join.slack.com/t/unlearningteam/shared_invite/MjIyMDA3MTk3NTU5LTE1MDE2NDc0OTctMTFlODk5ZWQ5OQ
WHAT’S NEXT?
• How do we better align learning & knowledge?
• How do we ‘handle’ frequent staff turnover
• More rapid global and technological changes
• How will the social workplace impact learning and knowledge
• Needs leadership
https://prjeffwilson.files.wordpress.com/2013/05/the-future-next-right.jpg
THANKYOU
• Lyn Murnane
• Knowledge Service Design Consultant
• @boffin66
• https://www.linkedin.com/in/lynmurnane/