The new knowledge

David Weinberger gave a fascinating presentation, http://www.kmworld.com/conference/2012/ (last presentation under tab “KMWorld 2012 Keynotes). Well worth the 45 minutes…

He talked about how knowledge is changing. One example he uses is a book vs. a web article. When a book is published it’s a completed product. It’s done and won’t change. It was what we considered knowledge in the past. However, when an article is published on the web, the webpage can be updated, people can link to it, conversation can add or detract from it. He talks about power of the knowledge network that is created around that article.

His insights on taxonomies are also worth considering.  I won't steal his thunder here...

Speaking of a knowledge network, I’d be interested in your thoughts on his presentation

KM and mobile devices

I watched a presentation by Clayton Grigg, CKO for the FBI on their knowledge management program. You can see this and a large number of the KM World presentations at:  http://www.kmworld.com/conference/2012/.

One point that came up during the question and answers was: How do you handle employees using off the shelf technology (i.e. moblile devices such as  I-Pads, smart phones …)? He made a couple of comments that include:

·         People will use this technology. You can’t stop it…

·         These systems are advancing rapidly and can be easier to use and powerful than network systems

·         Users are much more IT savvy and can bring new ideas from using these systems.

·         A big challenge is maintaining security.

·         The KM challenge is how to integrate off the shelf devices with your organization’s IT

The old adage “if you can’t beat them, join them” rings true. I’ve heard from a number of utilities that they’ve started providing field crews with smart phones and/or I-Pads. By providing this technology and providing updates and training they can gain some level of control while providing technology to improve efficiency on the job.  

This point was reinforced as I was updating my website and got a message from GoDaddy (my web host) that my webpage was automatically updated to work on a mobile phone.

Knowledge Management and Workforce Issues for Water Utilities

Over the last few years, KM has been gaining traction for addressing workforce issues in the water industry. The American Water Works Association and the Rocky Mountain Section of AWWA have both formed knowledge management committees. The August 2011 edition of the Journal of AWWA featured the KM committee report.

A recent survey of water treatment operators in Colorado showed:

• 90% ranked KM as important or very important.
• Less than 10% of the respondents had a formal KM
  program
• 65% have a program under development or are just
  getting started.
• The top issues were ensuring that operators had the information they need to do their job, followed by the loss of knowledge from retiring employees.
• The top challenge was resources

In talking with utilities, there is substantial concern over impending retirements. I heard from a system the other day that 80% of their operators are eligible for retirement. In others, this number is over the next five years. No matter what figure you use, concerns over potential knowledge loss
are well justified.

Social media and knowledge management

Over the years, I’ve started to use more and more social media tools. My evolution started with this blog in 2004, then on to my songwriting blog, joining MySpace to share music, Google/Yahoo Groups, and now LinkedIn, Facebook, and Twitter. Wanting to use it more efficiently, I just finished my certification as a Social Media Specialist from the Social Media Magic University.

In thinking about social media and knowledge management I saw Venkatesh Rao's thought provoking article about Social Media vs. Knowledge Management: A Generational War. Reading the comments alone show how effective social media can be in sharing knowledge. The article talks about a conflict between knowledge management and social media, which he attributes to generational differences.

What's important about the article is thinking about where social media fits into a KM strategy and the barriers to its acceptance. Social media is still relatively new, and I think conflict is typical of any change or innovation. Early adopters embrace the new technology, late adopters wait until all the bugs are out and they are forced into it. For example, KM is just getting started in some industries. When I started blogging in 2004 it was unheard of in my industry. So the potential barrier is the stage of innovation for the person or industry.

My opinion is that social media is a knowledge management tool. It is very effective when working with external groups and with open communities. The yellow pages/expert locator function is excellent for people outside my traditional network. The discussion and informal nature, along with the sound bite mentality encourages flow of more tacit knowledge. It’s also great for knowledge sharing outside my circle.

On the other hand, social media is not great for capturing, storing, and protecting knowledge. This is especially true for key business knowledge. Managers still (justifiably so) are concerned with content or opinions expressed without their knowledge. Copyright issues and other terms of service still need to be carefully considered. Evaluating the quality of knowledge and who’s an expert is another big issue.

So like any tool in the toolbox, it all comes down to what is your strategy? What are you trying to achieve? What are the pros and cons of each tool?