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© 2011 Deloitte Global Services Limited
Stan Garfield stangarfield@gmail.com
Deloitte Touche Tohmatsu Limited
KMWorld 2011...
© 2011 Deloitte Global Services Limited
10 Tales
1. Prima donnas
2. Point/counterpoint
3. Ask not, get not
4. Sounds of si...
© 2011 Deloitte Global Services Limited
1. Prima donnas
1. Loudmouth: “My opinion is that it was so ponderous, so
turgid a...
© 2011 Deloitte Global Services Limited
2. Point/counterpoint
1. Certification wars
2. Monopolizing the discussion
3. Pili...
© 2011 Deloitte Global Services Limited
3. Ask not, get not
1. One-to-one
2. One-to-few
3. Ask your neighbor
4. Won’t post...
© 2011 Deloitte Global Services Limited
4. Sounds of silence
1. Join-only members
2. Lurkers Anonymous
3. Exit tones
4. An...
© 2011 Deloitte Global Services Limited
5. Don't try this at home
1. Leaders don’t use the tools
2. Send email instead of ...
© 2011 Deloitte Global Services Limited
6. You're out!
1. Figurehead – not!
2. What goes around, comes around
3. SIKM Lead...
© 2011 Deloitte Global Services Limited
7. Fear factor
1. Openness, transparency, trust
2. Criticism, blame, second-guessi...
© 2011 Deloitte Global Services Limited
8. Location, location, location
1. Can’t you just use a video conference?
2. Move ...
© 2011 Deloitte Global Services Limited
9. Hot potato
1. Meet the new boss
2. Village idiots and weary road warriors
3. KM...
© 2011 Deloitte Global Services Limited
10. Do good fences make good neighbors?
1. Community tradeoffs
• Open/Closed
• Glo...
© 2011 Deloitte Global Services Limited13
For additional information
• Visit my web site at http://sites.google.com/site/s...
© 2011 Deloitte Global Services Limited
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private c...
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Ten tales from the front lines of knowledge management

Presentation at KMWorld 2011

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Ten tales from the front lines of knowledge management

  1. 1. © 2011 Deloitte Global Services Limited Stan Garfield stangarfield@gmail.com Deloitte Touche Tohmatsu Limited KMWorld 2011 Conference November 1, 2011 – Washington, DC Ten Tales from the Front Lines of Knowledge Management
  2. 2. © 2011 Deloitte Global Services Limited 10 Tales 1. Prima donnas 2. Point/counterpoint 3. Ask not, get not 4. Sounds of silence 5. Don't try this at home 6. You're out! 7. Fear factor 8. Location, location, location 9. Hot potato 10.Do good fences make good neighbors? 2 Ten tales from the front lines of knowledge management
  3. 3. © 2011 Deloitte Global Services Limited 1. Prima donnas 1. Loudmouth: “My opinion is that it was so ponderous, so turgid and overweight, with practitioners so lofty, rare and insular, that it was simply crushed by its own mountainous hubris” 2. Blowhard: “Does this mean that KM means taking ‘advantage of what people know’? If so, he has a vastly mistaken impression” 3. Bully: “I have taken over control” 4. Braggart: “I am passionate about KM” 5. Egomaniac: “Am just shaking my head. You know so very little about what is going on outside your little spaces” Nugget: Coach privately 3 Ten tales from the front lines of knowledge management
  4. 4. © 2011 Deloitte Global Services Limited 2. Point/counterpoint 1. Certification wars 2. Monopolizing the discussion 3. Piling on 4. Transparency 5. Opposing view Nugget: Ask for feedback in the open 4 Ten tales from the front lines of knowledge management
  5. 5. © 2011 Deloitte Global Services Limited 3. Ask not, get not 1. One-to-one 2. One-to-few 3. Ask your neighbor 4. Won’t post, even when suggested 5. Email storms Nugget: Link to discussions in email 5 Ten tales from the front lines of knowledge management
  6. 6. © 2011 Deloitte Global Services Limited 4. Sounds of silence 1. Join-only members 2. Lurkers Anonymous 3. Exit tones 4. Any questions? 5. Will type, but won’t speak Nugget: Plant questions, and allow text Q&A 6 Ten tales from the front lines of knowledge management
  7. 7. © 2011 Deloitte Global Services Limited 5. Don't try this at home 1. Leaders don’t use the tools 2. Send email instead of posting 3. Didn’t use communities to help merger 4. Talk about social media, but don’t try it 5. Ghost blogging Nugget: Make it easy for leaders to use the tools 7 Ten tales from the front lines of knowledge management
  8. 8. © 2011 Deloitte Global Services Limited 6. You're out! 1. Figurehead – not! 2. What goes around, comes around 3. SIKM Leaders 4. AOK 5. The weakest link Nugget: Don’t put off making hard moves 8 Ten tales from the front lines of knowledge management
  9. 9. © 2011 Deloitte Global Services Limited 7. Fear factor 1. Openness, transparency, trust 2. Criticism, blame, second-guessing 3. Social media risk and blocking access 4. I don’t want to look like an idiot 5. BarCamp Nugget: Patience, persistence, perseverance 9 Ten tales from the front lines of knowledge management
  10. 10. © 2011 Deloitte Global Services Limited 8. Location, location, location 1. Can’t you just use a video conference? 2. Move to headquarters 3. Hub locations 4. Laptops down 5. Connect in person Nugget: Use LinkedIn to email by location 10 Ten tales from the front lines of knowledge management
  11. 11. © 2011 Deloitte Global Services Limited 9. Hot potato 1. Meet the new boss 2. Village idiots and weary road warriors 3. KM is dead – long live <new buzzword>! 4. Our goal is to put ourselves out of a job 5. Where does KM belong? Nugget: Keep KM small and close to the business 11 Ten tales from the front lines of knowledge management
  12. 12. © 2011 Deloitte Global Services Limited 10. Do good fences make good neighbors? 1. Community tradeoffs • Open/Closed • Global/Local • Partners/Staff • Sales/Technical • Us/Them – feeling safe 2. Niche topics 3. We need our own 4. This is different 5. Talk global, act local Nugget: What’s the harm of an outsider joining? 12 Ten tales from the front lines of knowledge management
  13. 13. © 2011 Deloitte Global Services Limited13 For additional information • Visit my web site at http://sites.google.com/site/stangarfield/ • Follow me on Twitter @stangarfield • Read my book The views expressed in this presentation are mine alone and do not necessarily reflect the views of my current or former employers. Ten tales from the front lines of knowledge management
  14. 14. © 2011 Deloitte Global Services Limited Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms. Deloitte provides audit, tax, consulting, and financial advisory services to public and private clients spanning multiple industries. With a globally connected network of member firms in more than 150 countries, Deloitte brings world-class capabilities and deep local expertise to help clients succeed wherever they operate. Deloitte's approximately 170,000 professionals are committed to becoming the standard of excellence. This publication contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collectively, the “Deloitte Network”) is, by means of this publication, rendering professional advice or services. Before making any decision or taking any action that may affect your finances or your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be responsible for any loss whatsoever sustained by any person who relies on this publication.

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