Gartner on the “Sea Change in KM” (some takeaways)

Just read a great post by Carol Rozwell from Gartner on challenges in the coming “sea change” in KM (or “Knowledge Management”) enabled by Social Media.  It’s about the transformation in how we approach collaboration and innovation in the work place.  She raises concerns that many are still trapped in the old 1990’s KM paradigm. As with any change, each of us must see the need for it, understand it, and accept it.

I couldn’t agree with her concerns more, and responded to her blog with my thoughts on KM’s evolution.

It is very encouraging to see more and more practitioners (organizations, companies, thought leaders, consultants) coming to the same conclusions:

Old KM often didn’t work.

New KM is about connecting people and driving engagement.  It’s not about collecting artifacts anymore. We are social and innovation engineers, not archeologists.

KM has alot to do with driving innovation.

KM has everything to do with collaboration, hence the strong links with Social Media.

Please post your comments here. Would love to know what you’re thinking. Meantime, thanks again Carol for a great blog post. Glad to know Gartner is engaging on this. Frankly, we need all the help we can get.

Chris (@SourcePOV)

Twitter Gets Down to Business: Unlocking 1:n Collaboration for the Enterprise

Companies seeking to innovate want to spark collaboration, but the path is often elusive. Twitter is positioned to help change this.  It’s founders have recently started talking about opening up microblogging in the commercial space, per a recent interview w/ Biz Stone.

But first, there’s a hurdle.  Companies must start to trust employees to communicate openly on shared topics inside the firewall. In theory, that shouldn’t be so hard. It simply means employees must exercise judgment, as has always been required, deciding when email, phone or (heaven forbid) face to face meetings would be more appropriate means to share something. But because the new mode of communication is out in the open, the bar is raised. Judgment will be even more important.

Point made. I believe employees will see the value of 1:n collaboration and will step up to the plate.

When execs and IT realize the water is safe? That’s when Twitter (or micro-blogging tools like it) will start unlocking doors.

What is 1:n (or “one to many”) communication? We’ve all been buried by emails and convoluted distribution lists that would have been far better served as an “open wire” dialog or chat.  It’s the input that creates your opportunistic “oh, I didn’t know that was happening” response.  Today only Twitter can efficiently spark that electronically in real-time.

I believe Twitter and solutions like it will have an evolutionary impact on communications when they begin to take hold.

Given the chance, most want to help drive an innovative idea or solution. They seek to get their ideas in circulation. 1:n communication is the better mousetrap.

Not to sound impatient, but why wait?  Security in the corporate setting was solved long ago.  Granted, when information is going outside and across the firewall, who uses Twitter and definitions of “safe ground” for tweet content is a bit more complicated.   There have been some great posts on the ‘spectrum’ of corporate views on how to interact with the public using Twitter including Marketing, PR & Customer Service guidance.  This aspect is evolving.

But let’s not sacrifice the internal work group benefit to wait for the external Marketing & PR side to catch-up.

It’s time to get down to the business of effective 1:n corporate communication. Twitter represents a powerful new medium for more effective enterprise collaboration.

Become an advocate for change in your organization.  Help take the “social” out of Social Media by putting it to work on important business conversations.  That leg-up will give Twitter the chance to work it’s collaboration magic in the enterprise.

Start brainstorming with your colleagues, how could you leverage “1:n” communication to solve business problems?

(Thanks to a blog post by George M. Tomko with a comment by Nigel Legg, where portions of this post first appeared as a comment; you guys got me thinking on an important topic !! CJ)

KM, the Remix: shouldn’t it be “Collaborative Services”?

KM IS EVOLVING, most everyone seems to agree on that.  But the burning question remains: in what direction?

I believe “Collaborative Solutions” provides a better umbrella for the practice of Knowledge Management (“KM”), simply because it makes more sense.  And if it makes more sense, it should resonate better with C-level executives who need fund it and personally endorse it.

KM emerged in the 1990’s as an amalgam of vendor marketing and good intentions, where work group tools and new collaboration processes seemed to create a synergistic blend of capabilities.  Unfortunately, KM often struggled to get buy-in, and semantics was a factor: you really can’t “manage knowledge”.  You encourage people to develop it, share it, enhance it, and reuse it.  That’s both a leadership challenge and a culture challenge, since corporate culture tends to dramatically deemphasize sharing in favor of  producing results.

Make no mistake, results are critical.  But in a knowledge-driven economy, collaboration is increasingly the driver of how those results are achieved, especially where there is an imperative for  innovation.

Collaboration demands more mind share.

So think about “Collaborative Solutions” as a better delivery vehicle, and “Collaborative Services” to describe the activities of practioners who are driving it.

What’s in a name?  For KM, way too much.

Let’s fix it.

Chris (@SourcePOV)

DoD Query: Web2.0 Integration aka the Portability Gap

Wouldn’t it be great if Social Media tools could talk to each other, and share basic profile information about you, your interests and your network?

The Federal Goverment (DoD) is working on that very question, and has requested public input (DoD Guidance Forum).

In spite of XML, which was invented to facilitate software talking to software, it remains a complex problem.  Many vendors are in the mix (eg., Twitter, Google, Facebook, Linked-In) and social media culture tends to say ‘no’ to standards and control.  Where can we draw useful boundaries on Web 2.0 integration issues, and how do we make our profile and social network information “portable”?

Here’s what I’m thinking.  These comments and a few more are now cross posted as DoD’s blog comments:

WEB 2.0 DEFINITION. Connecting people and content in more intuitive ways through adoption of social technologies; this drives enhanced user experience and interaction capabilities, with benefits that include: (a.) expanded user personalization, choice, and content filtering, (b.) propagation of rich, more intuitive multi-media, (c.) facilitation of all aspects of community building and interaction, and (d.) empowerment of local contribution on a global scale.

PORTABILITY is a significant gap in today’s Web2.0/SM space. The need is for a common, single-source entry with multi-vendor re-use for personalization data (profile data about the user and their preferences) as well as social network data (who the users is connected to, and importantly, why, defined by tags).  The gap is the ability and willingness of stakeholders — including vendors, users, developers, large stakeholder coalitions (eg., government) — to organize around a minimal, practical set of common guidelines. I believe an open source consortium for Web2.0/SM Data (Personal & Social Network) Portability Guidelines is needed. A ‘meeting in the middle’ to achieve a shared approach for ‘top down’ and ‘bottom-up’ data exchange would be ideal. The faster this gets done, the more quickly portability gets solved, which will lead to accelerated adoption of Web 2.0/SM.

WEB 2.0 IMPACT ON BUSINESS PROCESS (“Enterprise 2.0”). Social media and Web 2.0 are ultimately about connecting people and content in more intuitive ways, so the business processes impacted are those involving human interaction and content messaging. Examples:

  1. Collaborative Research.
  2. Customer Service (1:1 PR).
  3. Software Development.
  4. Marketing & Media Communication (1:n PR).
  5. Collaborative Solutions (Knowledge Management). [enhances capability/value of 1-4 above]
  6. HR Talent Acquisition & Supplier Sourcing.

AUTHORITATIVE REFERENCE. “Wikinomics” by Don Tapscott (2006).

What needs to happen to make this work?

“For adoption in business, government or academic organizations, Web2.0/SM requires cultures of trust & empowerment, with team environments that encourage knowledge sharing and collaboration.”

Feel free to comment, here or on the DoD site, as the spirit moves you.  These are key issues.  I’d like to know what you’re thinking.

Chris (@SourcePOV)

Downside of Scale in the 21st-Century (re: Agility)

Recently came across a good post by Oliver Marks (@OliverMarks) covering a brief CNBC interview w/ Deloitte’s John Hagel.  The topic was the cummulative economic impact of large scale operations, and the ever-declining Return on Assets (ROA) across industry over the last 40 years.  The conclusion derives from basic business economics.  As assets get ever larger, returns from those assets, ROA, will trend to zero. Incremental productivity gains lose their impact.

The implications of this are important.

As you watch the Hagel video, you’ll hear him say “no back to normal”.  Complacency, especially  in corporate America, seems to have clouded our long-term economic view.  As Hagel alludes, executives seem to be waiting for the next economic cycle to bring us back to the good old days.  But when we continually build ever larger companies with ever more complex infrastructures and systems, we lose our ability to get meaningful value for that investment. 

The operational implication is even more problematic.  Due to scale, it becomes increasingly difficult to make strategic or even tactical adjustments.  Progress becomes gridlocked.  We lose our ability to compete. 

Look around your own company.  Are you seeing this happen? 

The flattened knowledge economy drastically cuts transaction costs, bringing global and niche competition head to head with the traditional market giants.  Where scale once provided muscle to fend off competition, that muscle has effectively turned to fat.  The extra weight prevents the agility needed to adapt to new demands, upstart competition, and wholly transformed markets. 

How can we hope to make money, when the answer to every problem is to buy and/or build more infrastructure?  Large scale operations require maintenance and up-keep, care and feeding.  It’s a problem that doesn’t go away.  A viscious circle.

It’s no longer enough (if it ever really was) to try to ‘think entrepreneurial”.  Small and nimble companies are developing a clear advantage in the new global marketplace. They lack the bureaucracy that blocks collaboration, that shields executives from shifting market paradigms, that strands innovators in organizational silos.

If your company is large and getting larger, it won’t be a question of competition.   The more important question:  will you be lean and agile enough to survive?

KM Evolution: Prusak & Snowden Video

Thanks to Helen Nicol for surfacing a good video interview about the transition of KM from management fad to an integral part of Social Computing (aka Social Media). 

Posted with the original title “Is KM Dead?” the interview examines aspects where ‘KM as fad’ has expired but that many of its practices and core practitioners live on.  The video interview is a year old (July 2008, interviewer: Patrick Lambe)  but still timely –

Snowden is particularly insightful re: forces at work moving from highly structured, pre-codified taxonomies to the more ‘organic aspects of knowledge that model human interaction.’  KM has long struggled as a practice area, for many reasons outlined in the interview, but also for a key reason outlined in my earlier wiki post: fundamentally, the culture for collaboration has been lacking. Where that culture has been updated or transformed, KM will have the opportunity to add value.

I agree with Prusak & Snowden, the core KM concepts remain important, and are showing up frequently (even moreso, one year later) in interactions where collaboration and business problems require it.

Yes, the fad days are over.  KM promises were sometimes oversold by vendors and consultants alike. 

But KM practices are NOT dead, as the space is transforming to something broader and more dynamic. It will serve processes that are more integral to collaborative practices in a knowledge economy, what Snowden calls ‘a flex period of social and natural science’ or ‘renaissance’.

I call it ‘collaborative innovation’ – a new social media practice that we brainstorm often at #smchat.

In a fundamental way, KM advances processes and concepts that are intended to facilitate  communities of practice.  In our knowledge economy, demands for innovation and collaboration are pushing these requirements to the top.  As long as KM practioners are flexible, that is, able to operate in a dynamic mode and willing to new learn technologies, there will be a place for KM at the table. Social media is a powerful force, and KM may not get center stage.  But there are important engagement synergies in SM and KM that we can’t afford to neglect.

As always, would love to get your thoughts.

Twitter: A New Communications Paradigm

Lot’s of interesting data and buzz about the growth of Twitter, in spite of the apparent indifference among teens and the more predictable roller coaster of Hollywood opinion.

see Blog by Paul Dunay (where following comment was 1st posted)

For me, it’s refreshing, at long last, to see a technology like Twitter achieve massive adoption without ‘fad’ status. I find it reminiscent of the internet ca. 1996, it just appeared in the mass market one day and we never looked back.

Twitter is an evolution in global communications. Where else can you message the world and get answers?

It is a paradigm shift.

It is changing PR. It is clearly impacting news media, marketing & customer service.

And perhaps most important – it’s a brand new playing field for global collaboration & innovation.

We’re all early adopters, and need to keep that in mind. Folks are still learning how to tag & search (the magic sauce is effective use of the ‘hashtag’), and the word needs to keep getting around. I’m amazed that Twitter can grow like it has and still be stable .. well, most of the time. As long as Twitter can keep up with growth, I see good things ahead.

No one ever said change would be easy, especially on this scale.

Expect more bumps.

But I don’t think the habits of Hollywood stars will be the drivers on this one –

Premiering #SMCHAT

Building on the #chat trend in Twitter, there’s a new forum for discussing social media (SM) among practitioners and strategists.   It’s called #smchat, and can be quickly accessed by surfing here at the scheduled time: 

http://tweetchat.com/room/smchat

It’s an open forum.  Anyone interested in driving value from online interaction & collaboration is welcome. Be ready for a discussion that’s sometimes technical but always lively.  Members will be exploring dynamics of social & professional interaction, twitter, online communities, and the evolution of knowledge networks.

To submit ideas, join Linked-In group #smchat or watch for these logos:

smchat

smchat-small

In between weekly live chat sessions, anyone interested can visit the Linked-In group for updates, and watch Twitter hashtags #socialmedia #collaboration and #km for insight.   We’re also posting frequently now to streams #e20, #gov20 and #web20.  To get the conversation started and to work on keeping it focused, #smchat will be moderated by @sourcepov (Chris Jones). 

For more information and upates on times and topics, visit wthashtag.

Hope to see you there –