1. Introduction to Knowledge Management: Key Concepts and Principles 2. Knowledge Management for Behaviour Change: Purpose and Audiences 3. Tools and Processes in Knowledge Management 4. Knowledge Management at NALAS

1. Information is not knowledge.
Knowledge is not wisdom.
Wisdom is not truth.
Truth is not beauty.
Beauty is not love.
Love is not music.
Music is THE BEST.
Frank Zappa

2. KNOWLEDGE
MANAGEMENT
NALAS Knowledge Management Assistants
11 September 2014

3. My Journey
Germany
→ Scotland
→ Switzerland
→ Belgium
→ Netherlands
Computer Science
→ Marketing
→ Facilitation
→ Knowledge Mgt
Wiebke Herding
Facilitator, Trainer &
Consultant
ON:SUBJECT – Momentum
for Sustainability

4. Introductions
• Name
• Organization / Country
• How long are you with NALAS?

5. Key questions for this training
1. What is knowledge management?
2. Why do we do knowledge management –
and for whom?
3. Which tools and processes can we use for
knowledge management?
4. How can we collaborate to improve
knowledge management at NALAS?
[Break]
[Lunch]

7. Tool: Speed Research (I)
♥︎
What do you plan to take away from this
training session?
♣︎
What experience do you have with
Knowledge Management?
♦︎
What are you currently doing in your job to
which you plan to apply your new skills?
♠︎
How would you define Knowledge
Management?

8. Tool: Speed Research (II)
• 4 teams working in parallel
• Schedule:
– 3 minutes to plan your research
– 3 minutes to collect information
– 3 minutes to prepare your presentation
• 1 minute to present your results

10. Definition
knowledge management is the process of
capturing, creating, distilling, sharing and using
know-how (when, who, what, why)
Davenport (1994) / Collison&Parcell (2001)

11. Tool: Knowledge (I)
1. Grab a crochet hook, some yarn and
instructions.
Round 1:
2. Working on your own, crochet 11 chain
stitches.
(2 minutes)

12. Tool: Knowledge (II)
Round 2:
1. Now: collaborate with others to learn how
to add another row.
(3 minutes)

13. Knowledge is…
… what’s in people’s heads.
Information is…
… what has been written
down.

14. We always know more
than we can say, and we
will always say more
than we can write down.
Dave Snowden

16. Information is…
… what has been written
down.
Knowledge is…
… what’s in people’s heads.
Collection
Connection
Big KMSmall KM
Personal KM

17. Core challenges
• How do I encourage sharing?
• How do I work with tacit and
context-dependent knowledge?
• How does the information get applied?

19. The basic economic resource is no longer
capital, nor natural resources, nor labor.
It is and will be knowledge.
Peter F. Drucker

20. 5086168739_30a4d63941_o.jpg2

21. Learning organizations =
organizations that continually expand their
ability to shape the future
Peter Senge

22. Generations of Knowledge
Management
First Generation
“ if only we knew what we know ”
→ Tools & Technology
Third Generation
“if only we knew how to”
→ Process
Second Generation
“ if only we knew who knows about”
→ People & Networks

23. Let’s talk
about
complexity
Dave Snowden: Cynefin Model

24. The culture of the
learning organization
Shared
Vision
Mental
Models
Personal
Mastery
Team
Learning
Systems Thinking

26. Tool: Key Points (I)
• Think of 3 important tips for knowledge
management and write each on a separate
card. Hand them in.
32mins2

27. Tool: Key Points (II)
• Receive three new cards.
1. Sort them by personal preference.
2. Silently, exchange cards to improve your set
• with the discard pile on the table
• with other participants
• Always have three cards in your hand.
32mins2

28. Tool: Key Points (III)
• Now, form teams with people who have
similar key cards.
• Each team selects 3 cards to hold on to as a
team. Discard all other cards.
32mins2
• Briefly read your selection to the rest of the
group.

29. It’s not about creating an encyclopedia that
captures everything that anybody ever knew.
Rather, it is about keeping track of those who
know the recipe, and nurturing the culture and
the technology that will get them talking.
– Arian Ward, Work Frontiers International

30. Moments of Learning
Activity
Objective
Result
Document
Package
Disseminate
Before
During
After

31. Behaviour
Culture
Success
Stories
Demand
Tools
Knowledge management is about
change. Behaviour change.

32. Who are you?
rational
cost-benefit
decisions
“ego”
instincts &
habits
emotional
“id”
SPOCK
HOMER

33. Behaviour Change 101
informa9on2/2
incen9ves2 decision2
Action!
Action?
Heuris9cs2
Context2
Priming2
Salience2
Defaults2

34. How do you want people to
behave differently as a
result of your KM work?

35. Knowledge Users at NALAS
Empathy map for: Name Title
Hear?
See and smell?
Think and feel?
I...
Say and do?
Pain? Gain?
STOCKER
PARTNERSHIP
Source: Adapted from XPLANE

37. What tools do you already know?
Document
Seek
Listen
Package
Sense
Create
Disseminate
Share
Use

38. Machine translation available:
select language
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KNOWLEDGE
MANAGEMENT
AT NALAS

39. Tool: Self-Assessment
Review the handout and rate yourself
according to the five levels.
Reflect:
• Where do I stand in terms of KM?
• What already works?
• What is missing?
• What are my challenges to do the job well?

40. Tool: Peer Assist
1. A exposes the own situation and formulates
the core question for the coaching.
2. Coaches (B) ask questions of understanding;
A provides answers.
3. Coaches (B) discuss among themselves about
A's case and about the way he presented it.
They share own experience of similar
situations and challenges. A just listens.
4. A reacts on the discussion of the coaches and
declares next steps to do.
5. Switch roles.
2 Min
3 Min
3 Min
2 Min

41. Tool: Review
• What do I take away
from this training?
• Which questions
remain open?
• What is my next step?
1-2-4-all
1. Reflect individually
2. With a partner, share
and deepen
3. In a group of 4, notice
similarities &
differences
4. What stood out?

42. Knowledge Management =
helping our organizations do their job better.
Stay in touch!
@wiebkehere
wiebke@onsubject.eu
+31 61 55 073 66
http://www.onsubject.eu/newsletter

43. Useful Resources
• Collison/Parcell: Learning to Fly (2004)
(book)
• Knowledge Sharing Toolkit:
www.kstoolkit.org
• Federation of Canadian Municipalities:
Knowledge Management: A Guide for Local
Government Associations (2008) (pdf)