Our pre-conference workshop (A Leader’s Guide to Knowledge Management) at ICKE 2011, East London, South Africa

1. A
LEADER’S
GUIDE
TO
KNOWLEDGE
MANAGEMENT
1
About
Us
A
Leader’s
Guide
to
2
Knowledge
Management
1
John
P.
Girard,
Ph.D.
john.girard@minotstateu.edu
Two
Baby
Boomers
Gen
Y
Gen
Z
Gen
Z
Gen
Y
JoAnn
L.
Girard
joann@sagology.com
www.sagology.com
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
About
Sagology
Our
PerspecMve
3
4
Sagology
is
dedicated
to
connecMng
people
with
people
to
facilitate
collaboraMon,
learning,
and
knowledge
sharing
through
keynotes,
workshops,
and
consulMng.
sagology
[sāj-­‐ol-­‐uh-­‐jee]
-­‐noun
1. the
study
of
organizaMonal
wisdom
in
all
its
forms,
About
You
esp.
with
reference
to
technology,
leadership,
culture,
process,
and
measurement
2. the
study
of
one
venerated
for
experience,
1. Name
judgment,
and
wisdom.
2. OrganizaMon
Origin:
3. PosiMon
4. ExpectaMons
2008;
Canadian
English,
from
Middle
English
sage
+
-­‐ology.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
Agenda
DVD
5
6
Part
1:
Drawing
on
the
Past
Keys
to
Success
1. Where
is
the
Knowledge?
1. ParMcipaMon
2. Organize
What?
2. Courtesy
3. What
Types
of
Knowledge
Exist?
3. ConfidenMality
Part
2:
Leading
Today’s
Knowledge
Workers
4. Time
L
4. Simples
Ideas
that
Work
in
Complex
Environments
5. Do
you
Really
Want
to
Know
What
you
Know?
6. Tools,
TacMcs,
and
Techniques:
Tried
and
Tested
Part
3:
Enhancing
Future
Performance
7. Guiding
OrganizaMons
Into
the
Future
8. The
Future
is
Just
a
Day
Away
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
www.sagology.com
john@sagology.com

2. A
LEADER’S
GUIDE
TO
KNOWLEDGE
MANAGEMENT
2
7
Drawing
on
the
Past
8
1. Where
is
the
Knowledge?
2. Organize
What?
3. What
Types
of
Knowledge
Exist?
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
InformaMon
Overload
9
10
245+ academic papers on Information Overload 1972-2000 (Bawden, 2001)
Information Overload Personal Information Overload
Where
is
the
wisdom
we
have
lost
in
knowledge?
Information overload occurs A perception on the part of the individual
Where
is
the
knowledge
we
have
lost
in
informaMon?
when the amount of input to a (or observers of that person) that the flow
system exceeds its of information associated with work tasks is
—T.
S.
Eliot,
The
Rock
(1935)
processing capacity. greater than can be managed effectively.
(Speier et al, 1999, p. 338) (Wilson, 2001, p. 113)
Information Overload Organizational Information Overload
Information overload is that A situation in which the extent of
state in which available, and perceived information overload is
potentially useful, information sufficiently widespread within an
is a hindrance rather than a organization as to reduce the overall
help. effectiveness of management operations.
(Bawden, 2001, p. 6) (Wilson, 2001, p. 113)
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
The
Cost?
The
Problem
–
Enterprise
DemenMa
11
12
2/3 of managers complained of 43% of the managers delayed
Information overload (KPMG, 2000) decisions because of too much
information. (Wilson, 2001)
Managers “dwell on information that
is entertaining but not informative, or 38% of the surveyed managers
easily available but not of high waste a substantial amount of time
quality” (Linden, 2001, p.2) locating information (Wilson, 2001)
The number of books published annually has increased exponentially since
the 16th century. At present, the prediction is that the number of books
doubles every 33 years (Hanka & Fuka, 2000).
The total accumulated codified database of the world, which includes all
books and all electronic files, doubles every seven years and some predict
this will double twice a day by 2010 (Bontis, 2000).
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
www.sagology.com
john@sagology.com

3. A
LEADER’S
GUIDE
TO
KNOWLEDGE
MANAGEMENT
3
What
is
the
problem?
The
Components
of
the
Problem
13
14
Content
to
Intent
–
assumes
100
Information
Explosion
Moore’s Law
we
can
access
content
Accumlated Codified Database
75
50
25
0
=
+
1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006
Year
Enterprise
OrganizaMonal
InformaMon
DemenMa
Memory
Loss
Anxiety
100
Downsizing 10%
Baby Boomers
Retirements
% of Total Executive Popultaion
Executive Population (%)
75 8%
50 5%
Content
to
Intent
–
assumes
25
3%
Other Departures
we
know
what
we
knew
0
0%
1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006
97-98 98-99 99-00 00-01 01-02 02-03 03-04 04-05 05-06 06-07
Year Year
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
The
Total
Problem
The
Future
15
16
Enterprise Dementia = Information Anxiety + Organizational Memory Loss
100 100
“In
an
economy
where
the
Accumulated Codified Database
Executive Population (%)
75 75
only
certainty
is
uncertainty,
50 50 the
only
sure
source
of
lasMng
Ikujiro Nonaka compeMMve
advantage
is
knowledge.”
25 25
0 0
1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006
Year
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
Discussion
17
Drawing
on
the
Past
— Is
overload
an
issue
in
your
organizaMon?
— Do
you
have
examples
of
organizaMonal
memory
loss?
18
— What
are
the
knowledge
challenges
in
your
organizaMon?
1. Where
is
the
Knowledge?
2. Organize
What?
3. What
Types
of
Knowledge
Exist?
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
www.sagology.com
john@sagology.com

4. A
LEADER’S
GUIDE
TO
KNOWLEDGE
MANAGEMENT
4
FoundaMon
or
Too
Busy
Knowledge
Sharing
–
Nothing
New?
19
20
Knowledge Management is the
creation, transfer, and exchange of
organizational knowledge to achieve
a [competitive] advantage.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
What
Advantage?
History
of
KM:
Academic
PerspecMve
21
22
c. 350 BC 17th Century 1950s 1990s
Aristotle Sir Francis Bacon Michael Polanyi Ikujiro Nonaka Carla O’Dell
Classification
of
Knowledge
Aristotle
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
What
is
knowledge?
The
CogniSve
Hierarchy
23
24
Data Wisdom
Ackoff’s Apex
Information
Understanding
Knowledge
Knowledge Knowledge
knowledge is "defined broadly
Knowledge: Wisdom:
Information
to include information, data,
Concepts, experience, and The collective and individual
communication and culture"
insight that provide a framework Data experiences of applying
(p. 293)
for creating, evaluating and knowledge to the solution of
using information (p. 373). problems (p. 373).
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
www.sagology.com
john@sagology.com

5. A
LEADER’S
GUIDE
TO
KNOWLEDGE
MANAGEMENT
5
The
difference
.
.
.
Data
to
Knowledge
Data
25
26
Davenport
&
Prusak
(1998)
define
data
“as
a
set
of
discrete,
objec<ve
facts
about
events”
and
they
suggest,
“in
an
organiza<onal
context,
data
is
most
usefully
described
as
October 27, 1917 structured
records
of
transac<ons”
(p.
2).
Q1 - What time is it?
Q2 – Where are these people?
Q3 – Why is the boy smiling? Data
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
InformaMon
Knowledge
27
28
Authors
Joseph
and
Jimmie
Boyeu
(2001)
suggest
"knowledge
Peter
F.
Drucker
(1998)
claims
that
is
easy
to
talk
about
but
hard
to
define"
"Informa)on
is
data
endowed
with
relevance
and
purpose"
Knowledge
InformaSon
InformaSon
Data
Data
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
Types
of
Knowledge
Exchange
and
Transfer
of
Knowledge
29
30
TACIT
Easier to document and Explicit
share
Contributes to n Ext
efficiency
Easier to
tio ern
replicate za a
20%
i
ial
liz
Soc
ati
on
EXPLICIT
Leads to
TACIT
competency Ikujiro Nonaka
Michael Polanyi 80% Tacit Carla O’Dell
on
Co
ati
Harder to articulate
mb
liz
Harder to steal in
na a ti
Higher competitive
r on
Inte
advantage Harder to transfer
EXPLICIT
O’Dell, C. (2002, May). Knowledge Management New Generation.
Presented at the APQC’s 7th Knowledge Conference, Washington, DC.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
www.sagology.com
john@sagology.com

6. A
LEADER’S
GUIDE
TO
KNOWLEDGE
MANAGEMENT
6
The
importance
of
sharing
.
.
.
Discussion
31
32
— Does
your
organizaMon
recognize
the
difference
between
tacit
and
explicit
knowledge?
— If
so,
do
you
capture
and
codify
tacit
knowledge?
According to Computer Associates . . .
http://www.youtube.com/watch?v=lH39xjXaLW8
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
Enablers
of
KM
Drawing
on
the
Past
34
33
1. Where
is
the
Knowledge?
2. Organize
What?
3. What
Types
of
Knowledge
Exist?
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
KM
Models
A
New
View
of
Knowledge
Management
35
36
Measurement
Developed by Dr Stankosky and his team at George Washington University Webber, F., Wunram, M., Kemp, J., Pudlatz., & Bredehorst, B. (2002). Standardisation in
Leadership
in 1999 knowledge management – Towards a common KM framework in Europe. Proceedings of
UNICOM Seminar Towards Common Approaches & Standards in KM. London.
Technology
Process
Culture
Infrastructure
Organization
Technology
Leadership
Measures
Learning
Process
Content
Culture
KM Pillars
European Framework
DON Balanced KM
Enablers of Transfer
KM Assessment Tool
Bennet, A. & Kantner, J. (2001). Navigating the KM dimension, Next-
Generation Knowledge Management: Enabling Business Processes.
American Productivity & Quality Center.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
www.sagology.com
john@sagology.com

7. A
LEADER’S
GUIDE
TO
KNOWLEDGE
MANAGEMENT
7
A
liule
TLC
goes
a
long
way!
Exchange
and
Transfer
of
Knowledge
37
38
Leadership TACIT
• Transparency
n Ext
• Vision and example tio ern
Measurement za a
i
ial
liz
• Resources (including time) Leadership
Soc
ati
on
Technology Culture
EXPLICIT
TACIT
Technology
• Help or hinder • Need to Share vs Process
Culture
Need to Know
• Security issues
on
Measurement
Co
• Privacy
ati
Leadership
mb
• Ease of access
liz
in
• Content Creators
a a ti
Technology
Process rn
• Tending toward
on
Inte
Culture
free
EXPLICIT
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
Measurement
Enablers
Part
2
39
40
APQC Stages of KM
Stage 5
Stage 4
Stage 3 Institutionalize
Stage 2 Expand
Stage 1 Design and Knowledge
Develop a and
Get Launch a Management
Strategy Support
Started KM Initiative
Remember: Measure the
outcome, not the process
USAF 5-2-1
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
41
Leading
Today’s
Knowledge
Workers
5
42
4
3
4. Simples
Ideas
that
Work
in
Mean
2
Complex
Environments
1
5. Do
you
Really
Want
to
Know
0
What
you
Know?
ip
ss
t
re
gy
en
6. Tools,
TacMcs,
and
sh
tu
e
lo
m
oc
ul
er
no
re
C
Pr
ad
su
Techniques:
Tried
and
Tested
ch
Le
ea
Te
M
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
A
Leader's
Guide
to
Knowledge
Management
©
2011,
John
P.
Girard,
Ph.D.
www.sagology.com
john@sagology.com