Describes a service framework for providing knowledge services (2006): knowledge aservices, knowledge services system, framework dimensions, service framework; report available

1. Information and Knowledge Services: Finding Structure in Complexity Albert Simard presented to GTEC Ottawa, ON, Oct. 23, 2006

2. An opening thought… “ One of the saddest features of the real world is that goods do not spontaneously present themselves for distribution” The Economist (Nov. 5, 1994)

3. NRCan Knowledge Services Task Group Mandate “ Examine the nature of science-related programs in Natural Resources Canada, describe appropriate elements in the context of Government of Canada Service Transformation, and submit a report.” Background Understanding Knowledge Services NRCan (2006)

8. Content Value Chain “ Flow of content through sequential stages, each of which changes its form and increases its usefulness and value.” (NRCan, 2006) “ Embedded value in the form of the message or signal contained within all elements of the content value chain.” Services Objects Data Information Knowledge Wisdom

9. Knowledge Services Services Direction Plans Operations Positions Coordination Accomplishments Answers Advice Teaching Facilitation Support Laboratory Database Scientific article Technical report Outreach material Geospatial products Statistical products Standards Policies Regulations Systems Devices Objects Data Information Knowledge Wisdom Solutions Services Products Content

10. Service Value Chain 1. 2. 3. 4. 5. 6. 7. 8. 9. Services Use Internally Use Professionally Use Personally Generate Transform Add Value Transfer Evaluate Manage Extract Advance Embed Legend Organization Sector / Society

12. Knowledge Market Services (Performance / Supply) (Market / Demand) 6. Add Value 7. Use Professionally 8. Use Personally Evaluate Natural Resources Forestry Metals & Minerals Earth Sciences Energy 1. Generate 2. Transform 3. Enable 4. Use Internally 5. Transfer Organization

14. Knowledge Services System System Indirect Outputs Sector Outcomes Canadians Intelligence Organization Mandate Body of Knowledge (Knowledge cycle) Direct Outputs Evaluators Recommendations Benefits (tertiary) (secondary) (primary) Knowledge

15. Knowledge Services System Structure Elements of Zachman (1992) System Component… Component f Component c Component… Component e Component b Purpose… Purpose 2 Purpose 1 Component… Component d Component a Stage 1 Stage 2 Stage … Knowledge Services Value Chain Benefits Who Work What Why

16. System Stages * = essential System Organization Society / Nature Interme-diaries Add Value Enhanced Outputs Developers Transform Products / Services Users Use Internally Solutions Evaluators Evaluate Performance/ Markets Recommend Clients Use Profession-ally Outcomes / Societal B. Canadians Use Personally Personal Benefits Originators Generate Content * Providers Transact / Transfer Outputs Knowledge * Other Services Lost Managers Preserve / Enable Existing / Available Inventory *

17. Management Sub-System System to Content from Production Existing Inventory Managers Lost Value Preserve Enable Accessible Inventory Organization Mandate to Sharing

18. Manage Content System Existing: Content Products Services Accessible: Content Products Services Establish programs Implement programs Persevere Manage: IT infrastructure libraries collections data records information knowledge Inventory Prioritize Capture Record Organize Store Senior manager Manager IT manager Champion Curator Data manager Information manager Knowledge manager Inventory Enable Preserve Managers

21. What is a Framework? “ Structural outline of the components of an organization, system, or process and the relationships among them.” Dimensions Understanding Knowledge Services NRCan (2006)

23. Framework Dimensions Content Service Scale Infrastructure Dimensions

26. Content Focus Dimensions Policy Executive Operational Statistics Communication Science C Industry

27. Service Focus Dimensions S 1. 2. 3. 4. 5. 6. 7. 8. 9. Use Internally Use Professionally Use Personally Generate Transform Add Value Transfer Evaluate Manage Organization Sector / Society

31. Service Framework Framework Information Services System Model Serviced-Based Framework Management Plans Programs Content Strategy Business Mandate Business Model Establishment Direction Priorities Organization (implement) People (culture change) Process (inventories) Technology (systems) DM / IM / KM / RM / Lib. / Coll. Recommendations Direction Coordination Reports

32. Important Questions Framework Access Interoperability Privacy Security Information Rights Reach Richness Communication Strategy Knowledge Markets Role, Approach

35. Information Rights and Policies Government of Canada Framework Mandate Information Rights Information Policies Management Plans Programs Content Strategy Business Serviced-Based Framework Service Vision

37. Richness Spectrum – Transfer & Use Framework Rich Reach Forms Self-help Consultation Specification Paper Conversation Transfer All residents Canadians Practitioner Intermediary Knowledge Other service Service Destination Transaction Fool-proof Mandatory Interests Popular Simplified Management Professional Specialized Enhance Complicated Technical Research Conceptual Complex Particular Complex Unique Example of Use Content Difficulty Region

38. Richness Spectrum - Processes Framework Distribution Interaction High Low Rich Reach Middle

39. Richness Spectrum – Interaction & Distribution Framework Reach Rich Provide Advertise Explain Promote Support Intervene Interaction Common Mass All Mandatory Standards Categories Many Simplified Domain Sector Some Specialized Specification Tailored Few Technical Formats Specialized Few Complex None Customized One Unique Architecture Market Segment Audience Size Region

43. A Final Thought… “ The first task of any theory is to clarify terms and concepts that are confused… Only after agreement has been reached regarding terms and concepts can we hope to consider the issues easily and clearly and expect to share the same viewpoint.” Karl Von Clausewitz (1780-1831)