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The TLC of KM:
                         Understanding and Applying the
                       Enablers of Knowledge Management
                                                   1




                                     John P. Girard, Ph.D.
                                     john@sagology.com
                                     www.sagology.com




                                             Sagology


                          My Story … My Perspective
                                                   2


                                                                             Business Goes
                                                                             Virtual




                               The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                             1                           info@kmmiddleeast.com
About Sagology
                                                                                   3

              Sagology is dedicated to connecting people with people to facilitate
              collaboration, learning, and knowledge sharing through keynotes, workshops,
              and consulting.


              sagology [sāj-ol-uh-jee]
              -noun
                                                                                                              Sagology
              1.          the study of organizational wisdom in all its forms, esp. with reference to
                          technology, leadership, culture, process, and measurement
              2.          the study of one venerated for experience, judgment, and wisdom.

              Origin:

              2008; Canadian English, from Middle English sage + -ology.

              Sage [Middle English, from Old French, from Vulgar Latin *sapius, from Latin sapere, to be wise; see sep- in Indo-European roots.]
              -ology [Middle English -logie, from Old French, from Latin -logia, from Greek -logiā (from logos, word, speech; see leg- in Indo-
                  European roots) and from -logos, one who deals with (from legein, to speak; see leg- in Indo-European roots).]


                                                               The TLC of KM © 2011, John P. Girard, Ph.D.




                                    Knowledge Sharing – Nothing New?
                                                                                   4




                                             Knowledge Management is the
                                             creation, transfer, and exchange of
                                             organizational knowledge to achieve
                                             a [competitive] advantage.




                                                               The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                                                             2                                                 info@kmmiddleeast.com
A New View of KM
                                                           5




                                                                                     Measurement
                                                                                      Leadership



                                                                      Technology
                                                                                      Process




                                                                                                   Culture
                                       The TLC of KM © 2011, John P. Girard, Ph.D.




                                  Complex: A Definition
                                                           6




                          Simple Ideas
                           that work in
                       Complex Environments



                                                                            “a group of obviously
                                                                            related units of which
                                                                            the degree and nature
                                                                            of the relationship is
                                                                            imperfectly known”


                                       The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                                     3                                         info@kmmiddleeast.com
A little TLC goes a long way!
                                                                        7

                          Leadership
              •Transparency
              •Vision and example
                                                                                                                 Measurement
              •Resources (including time)                                                                         Leadership
                 Technology                         Culture




                                                                                                    Technology
                                                                                                                  Process
              •Help or hinder                 •Need to Share vs




                                                                                                                                        Culture
                                              Need to Know
              •Ease of access
                                              •Privacy
              •Tending toward
              free                            •Content Creators
                                              and Joiners




                                                    The TLC of KM © 2011, John P. Girard, Ph.D.




                                A New View of Knowledge Management
                                                                        8

                          5

                          4

                          3
                   Mean




                          2

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                                                y
                                   p




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                             rs




                                                                                                            m




                                                                                                                                      Leadership
                                           ol




                                                                                  oc
                                                            ul
                          de




                                                                                                      re
                                         hn




                                                          C



                                                                               Pr



                                                                                                    su
                       a




                                                                                                                        Technology
                                          c




                                                                                                                                      Process
                    Le




                                       Te




                                                                                                                                                   Culture
                                                                                                  ea
                                                                                              M




                                                    The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                                                  4                                                              info@kmmiddleeast.com
TLC: Technology
                                                                 9




                                     CompuServe




                 “A social trend in which people
                 use technologies to get the
                 things they need from each
                 other, rather than from
                 traditional institutions like
                 corporations.”                                                            groundswell.forrester.com


                                             The TLC of KM © 2011, John P. Girard, Ph.D.




                            The Social Technographics™ Ladder
                                                                10
                                                            Creators                       Creators make social content
                                                                                           go. They write blogs or upload
              Critics respond to content from                                              video, music, or text.
              others. They post reviews,                     Critics
              comment on blogs, participate
              in forums, and edit wiki articles.                                           Collectors organize content for
                                                           Collectors
                                                                                           themselves or others using RSS
                                                                                           feeds, tags, and voting sites like
                                                                                           Digg.com
              Joiners connect in social
                                                             Joiners
              networks like MySpace and
              Facebook
                                                                                           Spectators consume social
                                                           Spectators                      content including blogs, user-
                                                                                           generated video, podcasts,
              Inactives neither create nor                                                 forums, or reviews
              consume social content of any                Inactives

              kind
                                             The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                                           5                                              info@kmmiddleeast.com
The Social Technographics™ Ladder
                    US Adults                            11
                2007         2010                    Creators
                                                                              US 18-24 US 35-44 US 55+
                18%           24%                                               46%      23%     12%

                                                      Critics
                 25%         37%                                                    50%     34%       28%


                 12%         21%                    Collectors
                                                                                    38%     20%       12%


                                                      Joiners
                 25%         51%                                                    85%     54%       26%

                                                    Spectators
                 48%         73%                                                    89%     73%       64%


                                                    Inactives
                 44%         18%                                                    3%      17%       30%
                                      The TLC of KM © 2011, John P. Girard, Ph.D.




                        The Social Technographics™ Ladder
                 South Korea Adults                      12
                                                                                      Japanese Adults
                2007        2009                     Creators
                                                                                     2007         2009
                38%          49%                                                     22%           34%

                                                      Critics
                 27%         46%                                                     36%           30%


                 14%         19%                    Collectors
                                                                                      6%           11%

                                                      Joiners
                 41%         48%                                                     22%           26%

                                                    Spectators
                 39%         76%                                                     70%           69%

                                                    Inactives
                 36%         9%                                                      26%           23%
                                      The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                                    6                                         info@kmmiddleeast.com
New Technology
                                                  13




                       The Newest always is Best …




                               The TLC of KM © 2011, John P. Girard, Ph.D.




                            The Right Technology
                                                  14




                               The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                             7                           info@kmmiddleeast.com
IBM’s Watson
                                                                 15




                                              The TLC of KM © 2011, John P. Girard, Ph.D.




                                   History of KM: Leadership
                                                                 16

                 c. 350 BC        17th Century                 1950s                          1990s          2000s




                  Aristotle      Sir Francis Bacon       Michael Polanyi                    Carla O’Dell



                Classification
                     of
                 Knowledge


                  Aristotle


                                              The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                                            8                                          info@kmmiddleeast.com
TLC: Leadership
                                                                  17




             Including Ray Downey, Special Operations Command lost 95 men that day –
             totaling 1,600 years of experience. (emphasis added)

                                               The TLC of KM © 2011, John P. Girard, Ph.D.




                               A Leaders view of knowledge . . .
                                                                  18




              ―. . . there are known knowns; there are things we know that we know. There are known
              unknowns; that is to say there are things that we now know we don’t know. But there are also
              unknown unknowns — there are things that we do not know we don't know.‖
                                               The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                                             9                           info@kmmiddleeast.com
Knowns and Unknowns
                                                  19




                               Unknown                                       Unknown
                               Knowns                                        Unknowns
                                                       HP   Wal-Mart




                               Known                                          Known
                               Knowns                                        Unknowns
                                                                                        Comp Intell




                               The TLC of KM © 2011, John P. Girard, Ph.D.




                             Unknown unknowns
                                                  20




                       Somewhere on the West Coast




                               The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                            10                                      info@kmmiddleeast.com
TLC: Culture
                                            21




                         The TLC of KM © 2011, John P. Girard, Ph.D.




                       The Generation Game
                                            22




                         The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                      11                           info@kmmiddleeast.com
Generation V
                                               23




                       http://www.gartner.com/it/page.jsp?id=545108
                            The TLC of KM © 2011, John P. Girard, Ph.D.




                            Are You Ready?
                                               24




                          http://socialnomics.net/

                            The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                         12                           info@kmmiddleeast.com
Exchange and Transfer of Knowledge
                                                                              25

                                                                                                 TACIT


                                                                                           n             Ext
                                                                                       tio                     ern
                                                                                    za                             a




                                                                                i
                                                                             ial




                                                                                                                   liz
                                                                          Soc




                                                                                                                      ati
                                                                                                                        on


                                                                                                                              EXPLICIT
                                                             TACIT


                                                                              on




                                                                                                                       Co
                                                                           ati




                                                                                                                         mb
                                                                               liz
                             Measurement                                                                          in
                              Leadership
                                                                                      a                  a ti
                                                                                    rn                       on
                                                                                          Inte
                Technology




                              Process
                                           Culture




                                                                                               EXPLICIT



                                                           The TLC of KM © 2011, John P. Girard, Ph.D.




                                                The impact of not . . . sharing
                                                                              26




                               According to Computer Associates . . .




                                                     http://www.youtube.com/watch?v=lH39xjXaLW8

                                                           The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                                                        13                                                info@kmmiddleeast.com
Storytelling by Steve Denning
                                                                                           27

                                                                                                            Purpose of Story
                                                                                                1.        Sparking action
                                                                                                2.        Communicating who
                                                                                                          you are
                                                                                                3.        Transmitting values
                                                                                                4.        Fostering collaboration
                                                                                                5.        Taming the grapevine
                                                                                                6.        Sharing knowledge
                                                                                                7.        Leading people into
            www.stevedenning.com/SIN-136-HBR-publishes-Telling-Tales.html
                                                                                                          the future

                                                                        The TLC of KM © 2011, John P. Girard, Ph.D.




                                             Storytelling: Commander-in-Chief
                                                                                           28




                  2006
                 Golden
                  Globe
                 Awards




                                                                        The TLC of KM © 2011, John P. Girard, Ph.D.




www.kmmiddleeast.com                                                                     14                               info@kmmiddleeast.com
The TLC of KM:
                         Understanding and Applying the
                       Enablers of Knowledge Management
                                         29




                                 John P. Girard, Ph.D.
                                 john@sagology.com
                                 www.sagology.com




                                     Sagology




www.kmmiddleeast.com                   15                 info@kmmiddleeast.com

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John Girard - KM Middle East 2011

  • 1. The TLC of KM: Understanding and Applying the Enablers of Knowledge Management 1 John P. Girard, Ph.D. john@sagology.com www.sagology.com Sagology My Story … My Perspective 2 Business Goes Virtual The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 1 info@kmmiddleeast.com
  • 2. About Sagology 3 Sagology is dedicated to connecting people with people to facilitate collaboration, learning, and knowledge sharing through keynotes, workshops, and consulting. sagology [sāj-ol-uh-jee] -noun Sagology 1. the study of organizational wisdom in all its forms, esp. with reference to technology, leadership, culture, process, and measurement 2. the study of one venerated for experience, judgment, and wisdom. Origin: 2008; Canadian English, from Middle English sage + -ology. Sage [Middle English, from Old French, from Vulgar Latin *sapius, from Latin sapere, to be wise; see sep- in Indo-European roots.] -ology [Middle English -logie, from Old French, from Latin -logia, from Greek -logiā (from logos, word, speech; see leg- in Indo- European roots) and from -logos, one who deals with (from legein, to speak; see leg- in Indo-European roots).] The TLC of KM © 2011, John P. Girard, Ph.D. Knowledge Sharing – Nothing New? 4 Knowledge Management is the creation, transfer, and exchange of organizational knowledge to achieve a [competitive] advantage. The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 2 info@kmmiddleeast.com
  • 3. A New View of KM 5 Measurement Leadership Technology Process Culture The TLC of KM © 2011, John P. Girard, Ph.D. Complex: A Definition 6 Simple Ideas that work in Complex Environments “a group of obviously related units of which the degree and nature of the relationship is imperfectly known” The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 3 info@kmmiddleeast.com
  • 4. A little TLC goes a long way! 7 Leadership •Transparency •Vision and example Measurement •Resources (including time) Leadership Technology Culture Technology Process •Help or hinder •Need to Share vs Culture Need to Know •Ease of access •Privacy •Tending toward free •Content Creators and Joiners The TLC of KM © 2011, John P. Girard, Ph.D. A New View of Knowledge Management 8 5 4 3 Mean 2 1 0 y p re t s en og hi Measurement es tu rs m Leadership ol oc ul de re hn C Pr su a Technology c Process Le Te Culture ea M The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 4 info@kmmiddleeast.com
  • 5. TLC: Technology 9 CompuServe “A social trend in which people use technologies to get the things they need from each other, rather than from traditional institutions like corporations.” groundswell.forrester.com The TLC of KM © 2011, John P. Girard, Ph.D. The Social Technographics™ Ladder 10 Creators Creators make social content go. They write blogs or upload Critics respond to content from video, music, or text. others. They post reviews, Critics comment on blogs, participate in forums, and edit wiki articles. Collectors organize content for Collectors themselves or others using RSS feeds, tags, and voting sites like Digg.com Joiners connect in social Joiners networks like MySpace and Facebook Spectators consume social Spectators content including blogs, user- generated video, podcasts, Inactives neither create nor forums, or reviews consume social content of any Inactives kind The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 5 info@kmmiddleeast.com
  • 6. The Social Technographics™ Ladder US Adults 11 2007 2010 Creators US 18-24 US 35-44 US 55+ 18% 24% 46% 23% 12% Critics 25% 37% 50% 34% 28% 12% 21% Collectors 38% 20% 12% Joiners 25% 51% 85% 54% 26% Spectators 48% 73% 89% 73% 64% Inactives 44% 18% 3% 17% 30% The TLC of KM © 2011, John P. Girard, Ph.D. The Social Technographics™ Ladder South Korea Adults 12 Japanese Adults 2007 2009 Creators 2007 2009 38% 49% 22% 34% Critics 27% 46% 36% 30% 14% 19% Collectors 6% 11% Joiners 41% 48% 22% 26% Spectators 39% 76% 70% 69% Inactives 36% 9% 26% 23% The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 6 info@kmmiddleeast.com
  • 7. New Technology 13 The Newest always is Best … The TLC of KM © 2011, John P. Girard, Ph.D. The Right Technology 14 The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 7 info@kmmiddleeast.com
  • 8. IBM’s Watson 15 The TLC of KM © 2011, John P. Girard, Ph.D. History of KM: Leadership 16 c. 350 BC 17th Century 1950s 1990s 2000s Aristotle Sir Francis Bacon Michael Polanyi Carla O’Dell Classification of Knowledge Aristotle The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 8 info@kmmiddleeast.com
  • 9. TLC: Leadership 17 Including Ray Downey, Special Operations Command lost 95 men that day – totaling 1,600 years of experience. (emphasis added) The TLC of KM © 2011, John P. Girard, Ph.D. A Leaders view of knowledge . . . 18 ―. . . there are known knowns; there are things we know that we know. There are known unknowns; that is to say there are things that we now know we don’t know. But there are also unknown unknowns — there are things that we do not know we don't know.‖ The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 9 info@kmmiddleeast.com
  • 10. Knowns and Unknowns 19 Unknown Unknown Knowns Unknowns HP Wal-Mart Known Known Knowns Unknowns Comp Intell The TLC of KM © 2011, John P. Girard, Ph.D. Unknown unknowns 20 Somewhere on the West Coast The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 10 info@kmmiddleeast.com
  • 11. TLC: Culture 21 The TLC of KM © 2011, John P. Girard, Ph.D. The Generation Game 22 The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 11 info@kmmiddleeast.com
  • 12. Generation V 23 http://www.gartner.com/it/page.jsp?id=545108 The TLC of KM © 2011, John P. Girard, Ph.D. Are You Ready? 24 http://socialnomics.net/ The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 12 info@kmmiddleeast.com
  • 13. Exchange and Transfer of Knowledge 25 TACIT n Ext tio ern za a i ial liz Soc ati on EXPLICIT TACIT on Co ati mb liz Measurement in Leadership a a ti rn on Inte Technology Process Culture EXPLICIT The TLC of KM © 2011, John P. Girard, Ph.D. The impact of not . . . sharing 26 According to Computer Associates . . . http://www.youtube.com/watch?v=lH39xjXaLW8 The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 13 info@kmmiddleeast.com
  • 14. Storytelling by Steve Denning 27 Purpose of Story 1. Sparking action 2. Communicating who you are 3. Transmitting values 4. Fostering collaboration 5. Taming the grapevine 6. Sharing knowledge 7. Leading people into www.stevedenning.com/SIN-136-HBR-publishes-Telling-Tales.html the future The TLC of KM © 2011, John P. Girard, Ph.D. Storytelling: Commander-in-Chief 28 2006 Golden Globe Awards The TLC of KM © 2011, John P. Girard, Ph.D. www.kmmiddleeast.com 14 info@kmmiddleeast.com
  • 15. The TLC of KM: Understanding and Applying the Enablers of Knowledge Management 29 John P. Girard, Ph.D. john@sagology.com www.sagology.com Sagology www.kmmiddleeast.com 15 info@kmmiddleeast.com