David Gurteen

People 2.0People 2.0Working in a 2.0 WorldWorking in a 2.0 World

August 2008

KM Brasil

David Gurteen

Begin with the end in mindBegin with the end in mind

• A brief history of KM

• The impact of social toolsand Web 2.0 on KM

• KM 2.0: KM goes Social

• World 2.0, People 2.0

David Gurteen

Two early forms of KMTwo early forms of KM

Techno-centric KM People-centric KM

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Techno-centric KMTechno-centric KM

• Corporate KM• Birth 1995 (Lotus Notes 1989)• Internet, Intranets, Office, E-mail • The management of

unstructured information• Database and search centric• For many organizations what

KM is about!

David Gurteen

People-centric KMPeople-centric KM

• Pioneers– BP (Chris Collison, Geoff Parcell)– Buckman Labs (Bob Buckman)

• Personal Knowledge Management (PKM)• People Centred Knowledge Management (PCKM)• Soft tools e.g. Cops, After Action Reviews

David Gurteen

People-centric KM ToolsPeople-centric KM Tools

• Communities of Practice• Storytelling and narrative• After action reviews• Peer assists• Retrospects• Knowledge Cafes• Open Space• Appreciative Inquiry

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KM TodayKM Today

• Both forms of KM practiced• KC UK

– Collaboration– Content

• Over-hyped, underperformed• Is KM dead?• KM changing/evolving• Not driven by the traditional KM community

David Gurteen

The DisruptorThe Disruptor

• Social Tools• Quietly evolving on the web• Roots not in KM• Social Tool thought leaders

and even KM advocates avoid the label!

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Social ToolsSocial Tools

• What are social tools for?– Finding and connecting with people– Building communities– Sharing knowledge– Informal learning

• They are personal/social KM tools!

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Social ToolsSocial Tools

• Weblogs• Wikis• Social book marking & tagging• Social Networking Communities• Instant Messaging/Presence• RSS Feed Readers• Micro-blogging• Podcasts, videocasts• Mashups

•Blogger•Technorati•MediaWiki•LinkedIn, Facebook•Delicious•Google Reader, Bloglines•Skype•Flickr•YouTube, Google Video•Twitter•Odeo•Slideshare•iPod•Creative Commons

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The ConversationThe ConversationThe art of listening, learning and sharingThe art of listening, learning and sharing

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Web 2.0Web 2.0

• The social web• The participatory web• Built around social tools• Evolved, emerged• Not planned• Not IBM or Microsoft• Open protocols• Low cost

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Enterprise 2.0Enterprise 2.0

• Taking Web 2.0 into the organization• Weblogs and Wikis• IBM and Microsoft now in the game• And more …

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So what does this mean for KM?So what does this mean for KM?

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KM 1.0KM 1.0

• The old traditional, corporate, techno-centric command and control form of KM

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KM 2.0KM 2.0

• Take– People-centric KM, PKM

• CoPs, AARs, KCafes, …

– Social Computing• Weblogs, Wikis, …

• To create– A new form of KM – KM 2.0 or Social KM

David Gurteen

Social KMSocial KM

• Corporate• Top down• Centralised• Command & Control• Monolithic systems• Explicit Knowledge

• Personal• Bottom up• Decentralised• Distributed• Ecosystems• Tacit Knowledge

KM 1.0 KM 2.0

David Gurteen

KM Tool ComparisonKM Tool Comparison

• Taxonomies• People Finders• Databases• E-mail• Newsletters• Discussion Forums

• Social Tagging• Social Networking• Blogs & Wikis• Instant Messaging• RSS Feeds & Readers• Blogs

KM 1.0 KM 2.0

David Gurteen

Social KMSocial KMKM 1.0 KM 2.0

KM is extra work KM is part of my everyday work

Work is behind closed doors Work is open and transparent

People directories provide contact information

Social Networking platforms reflect who is doing what with whom

Content is centralised, protected and controlled

Content is distributed freely and uncontrolled

IT chooses the tools I use I have a choice & select my own tools

Knowledge sharing is database centric Knowledge sharing is people centric

Knowledge is captured just incase

Knowledge is naturally captured as part of one’s work

Best Practices Stories

Efficiency and productivity Improved decision making & innovation

David Gurteen

KM is about ConversationKM is about Conversation

KM is simply the art of enabling trusted, context-rich conversations among the appropriate members of communities about things these communities are passionate about.

Dave Pollard

A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter and getting smarter faster than most companies.

The Cluetrain Manifesto

David Gurteen

KM is SocialKM is Social

David Gurteen

Everything 2.0Everything 2.0

Web 2.0 technologies and thinking is changing everything!

David Gurteen

Everything 2.0Everything 2.0

• Web 2.0• Enterprise 2.0• KM 2.0

• Library 2.0• Management 2.0 • Project Management 2.0• Education 2.0• Warfare 2.0• Politics 2.0

• Manager 2.0• People 2.0• World 2.0

Credit: Hugh MacLeod, gapingvoid

ParticipationConversation

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People 2.0People 2.0

People working in a 2.0 world

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WE are healthy, educated and well WE are healthy, educated and well travelledtravelled

This has happened over the last 50 years.

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WE have ungated access to what is WE have ungated access to what is going on in the worldgoing on in the world

The web & personal publishing such as blogs & YouTube has enabled this.

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WE have a voiceWE have a voiceWE can influence thingsWE can influence things

WE are participants WE are participants WE wish to make a differenceWE wish to make a difference

Social tools enable this.

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WE can no longer be lied toWE can no longer be lied to

As students, employees, consumers or citizens, we can talk openly to each

other. There are whistle blowing sites.

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WE can no longer be controlledWE can no longer be controlled

WE chose who we work for!

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WE can find like minds where ever WE can find like minds where ever they existthey exist

Social tools enable this what ever our interests.

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WE are free to collaborate with whom we WE are free to collaborate with whom we chose about what we chose on subjects chose about what we chose on subjects

we feel passionate aboutwe feel passionate about

Social tools enable this.

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WE are free!WE are free!

But with freedom comes responsibility.

The Bottom Line

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Idealistic?Idealistic?

Maybe, maybe not!

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World 2.0World 2.0

2.0 people working in a 2.0 world

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SharingSharing

World 1.0 World 2.0

WE share information WE share knowledge

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SharingSharing

• Sharing knowledge is not about giving people something, or getting something from them. That is only valid for information sharing.

• Sharing knowledge occurs when people are genuinely interested in helping one another develop new capacities for action; it is about creating learning processes.

Peter Senge

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Knowledge SharingKnowledge Sharing

World 1.0 World 2.0

WE (managers) impose knowledge sharing on people as additional work

WE (all) share knowledge as a natural part of our everyday work

David Gurteen

Knowledge SharingKnowledge Sharing

• Management tries to force knowledge sharing• Seen as additional work of little value• Rewards are ‘gamed’• With blogs and wikis people naturally share

as part of their everyday work

David Gurteen

Knowledge SharingKnowledge Sharing

• If people need knowledge in the “context” of need it will always be shared - people will share in the context of your immediate need

• People don’t share knowledge in the anticipation that you need it - if you ask people to put it in a common data store for a possible need in the future, on the basis you might need it … it just doesn’t happen Dave Snowden

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TrainingTraining

World 1.0 World 2.0

WE (managers) ensure people are formally trained

WE (all) learn socially and informally on the job

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TrainingTraining

• Learning was confined to occasional formal training

• Learning is continuous and informal • Social tools are informal learning tools

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On being taughtOn being taught

Personally I'm always ready to learn, although I do not always

like being taught.

Sir Winston Churchill

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TransparencyTransparency

World 1.0 World 2.0

WE work behind closed doors

WE work transparently where everyone can see it

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TransparencyTransparency

• Before IT it was impossible for people to share work in progress

• Today it is easy• Working transparently means we get early

feedback and can adapt more quickly• A fundamental part of natural knowledge

sharing• But old habits linger on• We need to be confident

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OpennessOpenness

World 1.0 World 2.0

WE tend to be closed & defensive - not open to the ideas of others

WE are open. We welcome new ideas and feedback

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OpennessOpenness

• Being open (and transparent) is a prerequisite for informal learning

• We need to let others know what we are doing (transparency) and encourage feedback (openness)

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Command & ControlCommand & Control

World 1.0 World 2.0

WE (managers) control people out of fear they will do wrong

WE (managers) give people freedom in return for their accepting responsibility

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The Knowledge WorkerThe Knowledge Worker

Knowledge workers are those people who have taken responsibility for their work lives.

They continually strive to better understand the changing world around them and modify their work practices and behaviors to better meet their personal and organizational objectives.

No one tells them what to do. They do not take “No” for an answer.

They are self motivated.

A Knowledge worker is

someone who gets to decide what she does each morning.

Tom Stewart

David Gurteen

Control of InformationControl of Information

World 1.0 World 2.0

WE (managers) centralise, protect and control information

WE distribute information more freely and control it only as appropriate

David Gurteen

Control of InformationControl of Information

• PCs, laptops, cameras, CDs, memory dongles, blogs: its no longer possible to control the storage and flow of digital information

• Anyone who really wants it can gain access• We cannot stop people from talking• Tie down the essential stuff only• Educate and trust people on the rest

David Gurteen

InvolvementInvolvement

World 1.0 World 2.0

WE (managers) do not involve people – we do things to them!

WE (managers) involve people from pre-conception to implementation. We work together with them!

David Gurteen

Work with People – don’t do things to them!Work with People – don’t do things to them!

Many of the familiar principles of Quality management amount to an elaboration of this simple truth: an innovative, healthy organization

requires that we work with people rather than do things to them.

Alfie Kohn

How do we better work together?

How do we make them

share?

David Gurteen

VoiceVoice

World 1.0 World 2.0

WE talk in a stilted professional voice

WE talk in our natural voice

David Gurteen

VoiceVoice

• Third party passive voice• Conceptual, theoretical, scientific• Stripped of context• Be ourselves; get specific; tell stories

David Gurteen

On the professional voiceOn the professional voice

We have been trained throughout our business careers to suppress our

individual voice and to sound like a 'professional', that is, to sound like

everyone else.

This professional voice is distinctive. And weird. Taken out of context, it is

as mannered as the ritualistic dialogue of the 17th-century French court.

David Weinberger

David Gurteen

RewardsRewards

World 1.0 World 2.0

WE (managers) motivate people with external rewards and incentives

WE recognise that loving our work is the true reward

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Punished by RewardsPunished by Rewards

• Rewards punish • Rewards rupture relations• Rewards ignore reasons• Rewards deter risk taking• Rewards undermine interest

Loving what you do is a more powerful motivator than any goody including money

Alfie Kohn

David Gurteen

Where are we?Where are we?

• Early days• Many independents

adopted 2.0 working• No question this is where

the world is moving• In 5 years we will all be

using social tools!• Exciting to many, scary to

others

David Gurteen

The way forwardThe way forward

• Be an early adopter• Start to use the tools yourself• Pilot the tools within your

organisation• Take good advise• Learn what they mean for you

and your organisation• Cannot plan this – its emergent• Have to see where it takes us!• Have conversations with people

David Gurteen

David Gurteen

We are moving to a We are moving to a participatory participatory “WE world”“WE world”

Yes, we.We control the Informaton Age.

Welcome to our world.

David Gurteen

Conversation! Questions?

David Gurteen

www.gurteen.com

David GurteenGurteen KnowledgeTel: +44 1252 812 878Email: david.gurteen@gurteen.com

David Gurteen

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• http://creativecommons.org/licenses/by-sa/2.0/uk/