Information is not knowledge.

Knowledge is not wisdom.

Wisdom is not truth.

Truth is not beauty.

Beauty is not love.

Love is not music.

Music is THE BEST.

Frank Zappa

KNOWLEDGE MANAGEMENT

NALAS Knowledge Management Assistants 11 September 2014

My Journey

Germany → Scotland → Switzerland → Belgium → Netherlands

Computer Science → Marketing → Facilitation → Knowledge Mgt

Wiebke Herding Facilitator, Trainer & Consultant ON:SUBJECT – Momentum for Sustainability

Introductions

•  Name

•  Organization / Country

•  How long are you with NALAS?

Key questions for this training

1.  What is knowledge management?

2.  Why do we do knowledge management – and for whom?

3.  Which tools and processes can we use for knowledge management?

4.  How can we collaborate to improve knowledge management at NALAS?

[Break]

[Lunch]

Tool: Speed Research (I)

♥︎ What do you plan to take away from this training session?

♣ ︎ What experience do you have with Knowledge Management?

♦ ︎ What are you currently doing in your job to which you plan to apply your new skills?

♠ ︎ How would you define Knowledge Management?

Tool: Speed Research (II)

•  4 teams working in parallel

•  Schedule: – 3 minutes to plan your research

– 3 minutes to collect information

– 3 minutes to prepare your presentation

•  1 minute to present your results

Definition

knowledge management is the process of capturing, creating, distilling, sharing and using know-how (when, who, what, why)

Davenport (1994) / Collison&Parcell (2001)

Tool: Knowledge (I)

1.  Grab a crochet hook, some yarn and instructions.

Round 1:

2.  Working on your own, crochet 11 chain stitches.

(2 minutes)

Tool: Knowledge (II)

Round 2:

1.  Now: collaborate with others to learn how to add another row.

(3 minutes)

Knowledge is…

… what’s in people’s heads.

Information is…

… what has been written down.

We always know more than we can say, and we will always say more than we can write down.

Dave Snowden

Information is…

… what has been written down.

Knowledge is…

… what’s in people’s heads.

Personal KM Small KM Big KM

Collection Connection

Core challenges

•  How do I encourage sharing?

•  How do I work with tacit and context-dependent knowledge?

•  How does the information get applied?

The basic economic resource is no longer capital, nor natural resources, nor labor.

It is and will be knowledge.

Peter F. Drucker

5086168739_30a4d63941_o.jpg2

Learning organizations =

organizations that continually expand their ability to shape the future

Peter Senge

Generations of Knowledge Management

First Generation “ if only we knew what we know ” → Tools & Technology

Second Generation “ if only we knew who knows about” → People & Networks

Third Generation “if only we knew how to” → Process

Let’s talk about complexity

Dave Snowden: Cynefin Model

The culture of the learning organization

Shared Vision

Mental Models

Personal Mastery

Team Learning

Systems Thinking

Tool: Key Points (I)

•  Think of 3 important tips for knowledge management and write each on a separate card. Hand them in.

32mins2

Tool: Key Points (II)

•  Receive three new cards. 1.  Sort them by personal preference.

2.  Silently, exchange cards to improve your set •  with the discard pile on the table

•  with other participants

•  Always have three cards in your hand. 32mins2

Tool: Key Points (III)

•  Now, form teams with people who have similar key cards.

•  Each team selects 3 cards to hold on to as a team. Discard all other cards.

•  Briefly read your selection to the rest of the group.

32mins2

It’s not about creating an encyclopedia that captures everything that anybody ever knew.

Rather, it is about keeping track of those who know the recipe, and nurturing the culture and the technology that will get them talking.

– Arian Ward, Work Frontiers International

Activity Objective Result

Document

Package

Disseminate

Moments of Learning

Before

During

After

Knowledge management is about change. Behaviour change.

Behaviour

Culture

Demand

Tools Success Stories

Who are you?

rational

cost-benefit decisions

“ego” emotional

instincts & habits

“id”

SPOCK HOMER

Behaviour Change 101

informa9on2/2incen9ves2 decision2

Action!

Action?

Context2

Heuris9cs2

Priming2

Salience2

Defaults2

How do you want people to behave differently as a

result of your KM work?

Knowledge Users at NALAS

Hear?

Pain? Gain?

See and smell?

Think and feel?

Say and do?

Empathy map for: Name Title

I...

STOCKERPARTNERSHIP

Sour

ce: A

dapt

ed fr

om X

PLAN

E

What tools do you already know?

Document Seek

Listen

Package Sense

Create

Disseminate Share

Use

Machine translation available:

select language

Events

Live: Three NALAS Task Forces meet to discuss Territorial

Attractiveness in SEE

A workshop on Territorial Attractiveness, organized within

the project “Assessing Territorial Attractiveness in SEE”

(Attract SEE) brought together three NALAS Task Forces in

Skopje, Macedonia, from 2-4 September 2014

02/09/2014 04:42:18

NALAS’ first Summer School on Local Governance and

Intergovernmental Fiscal Relations

From 15 until 18 July 2014, in Ohrid, Macedonia, NALAS

organized one of its most exciting events for 2014, the first

Summer School on Local Governance and

Intergovernmental Fiscal Relations

15/07/2014 01:05:56

National stakeholders met to discuss territory attractiveness

The second National Stakeholder Involvement Workshop of

the Attract-SEE project was organized by NALAS on 19

May 2014 in the premises of the ZELS Training Centre in

Skopje, Macedonia

23/05/2014 05:56:07

News

Call for applications for National Expert

Call for NEXPO 2017 host

Request for proposals for translation services

NALAS LGAs solidarity support to flood affected areas

Urgent: Appeal to support municipalities in Serbia and

Bosnia and Herzegovina hit by the worst floods ever

Request for Proposals: Visual Solution for NEXPO 2015

International Municipal Fair

About NALAS

NALAS is a network of associations of local authorities in

South Eastern Europe. It gathers roughly 4000 local

authorities, directly elected by more than 80 million citizens

of this region.

> Learn more

NEXPO 2011

> Learn more about NEXPO

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Local news

Balkan nations review lessons

learned from WWI

EU, region to work together

towards accession

Serbia considers law to speed up

privatisation

Hague prosecutors consider

combining Karadzic, Mladic trials

Peter Sorensen to head EU

delegation in BiH

Serbian farmers protest cuts in

subsidies

Dacic says Serbia does not face

suspension of visa free regime

Privatisation plans spur more

protests in Greece

NALAS PressChallenges of

Regularisation of

Informal Settlements

in South-East Europe

> Visit website

by Vertigo NME

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NALAS IX General Assembly, Sarajevo, Bosnia and Herzegovina

KNOWLEDGE MANAGEMENT

AT NALAS

Tool: Self-Assessment

Review the handout and rate yourself according to the five levels. Reflect: •  Where do I stand in terms of KM? •  What already works? •  What is missing? •  What are my challenges to do the job well?

Tool: Peer Assist

1.  A exposes the own situation and formulates the core question for the coaching.

2.  Coaches (B) ask questions of understanding; A provides answers.

3.  Coaches (B) discuss among themselves about A's case and about the way he presented it. They share own experience of similar situations and challenges. A just listens.

4.  A reacts on the discussion of the coaches and declares next steps to do.

5.  Switch roles.

2 Min

3 Min

3 Min

2 Min

Tool: Review

•  What do I take away from this training?

•  Which questions remain open?

•  What is my next step?

1-2-4-all

1.  Reflect individually

2.  With a partner, share and deepen

3.  In a group of 4, notice similarities & differences

4.  What stood out?

helping our organizations do their job better.

Stay in touch! @wiebkehere

wiebke@onsubject.eu

+31 61 55 073 66

http://www.onsubject.eu/newsletter

Knowledge Management =

Useful Resources

•  Collison/Parcell: Learning to Fly (2004) (book)

•  Knowledge Sharing Toolkit: www.kstoolkit.org

•  Federation of Canadian Municipalities: Knowledge Management: A Guide for Local Government Associations (2008) (pdf)