Presentation to the Chicago KM Forum 2/7/11 on the process of the Knowledge Jam, and its three disciplines of facilitation, conversation, and translation. Also discusses when to use the Knowledge Jam.

1. Sharing Hidden Know-How
Knowledge Jam Concepts for Chicago KM
February 8, 2011 Organizations miss innovation opportunities, waste resources,
and put their businesses at risk because they fail to take
advantage of the hidden, or “tacit” knowledge in their own
networks. Even where they try, failure often results as well-
intentioned people don’t capture the right knowledge, or don’t
Kate Pugh capture enough nuance to make it actionable elsewhere.
Knowledge Jam is a novel process for getting out and
Align Consulting circulating insight. It stands apart because it is facilitated,
collective, and intentionally shares the responsibility for applying
katepugh@alum.mit.edu the captured knowledge, leveraging Web 2.0 and Enterprise 2.0.
In this session we describe the process, introduce the roles of
the key players, and discuss case studies
.
Look for Sharing Hidden Know-How on bookshelves late March!
Knowledge Jam for Chicago KM 110208 1

2. Topics
• What’s not working?
• What’s Knowledge Jam?
• Case Studies
• Discussion
Knowledge Jam for Chicago KM 110208 2

3. If KM is ―levering knowledge for business
value,‖ what’s holding us back?
Knowledge Knowledge Knowledge
“Blind Spots” “Mismatches” “Jails”
Knowledge Jam for Chicago KM 110208
3

4. We waste time ―getting out‖ hidden
knowledge
Simple calcs:
5-15 business
days elapsed
•$200/hr,
•10hrs/interaction,
•10 interactions/yr
$200 x 100 x 84%
= $16,800/year
one typical
employee spends
in these time-sinks
annually
Source: Laurence Prusak and Al Jacobson, ―The Cost of Knowledge,‖ Harvard Business Review, November, 2006, Reprint F0611H)
Knowledge Jam for Motorola IT110207 4

5. What is a ―Knowledge Jam‖?
A formal process for bringing out know-how via
a facilitated conversation between knowers
and seekers, with a built-in step to circulate or
“translate”
what was
learned.
Facilitation
Conversation Translation
Knowledge Jam for Chicago KM 110208 5

6. Key interactions in a Knowledge Jam
3. Discover/
1. Select 2. Plan 4. Broker 5. Reuse
Capture
Scope, Get partici- Facilitate Translate and Apply and
Sponsor pants, topics conversation circulate measure
1.) ―Subject‖ 2.) ―Topic‖ (Agenda) 5.) 90 minute 6.) Broker 8.) Sponsor and
Selection Planning Event Discover/ Meeting(s) Broker Meeting(s)
Meeting Capture about ―stickiness,‖
3.) Broker and Event(s) 7.) Web 2.0 impact
Originator interviews Forums, links,
alerts
4.) Core team Final
Meeting
(―Choreography‖)
Knowledge Jam for Chicago KM 110208 6

7. Who Participates in a Knowledge Jam?
• Knowledge Originators
• Knowledge Brokers
• Facilitator
• Sponsor (optional)
• Champion (optional)
Knowledge Jam for Chicago KM 110208 77

8. Facilitation [H]
Conversation [M]
Translation [L]
1. Select
Knowledge Impact KJ Feasibility
• Improve efficiency? • Participants available?
• Single points of failure? (Stand-in available?)
• Product/mkt innovation? • Participants ready?
• Job satisfaction? • Facilitator available?
• Originators leaving/moving? • Knowledge is accessible?
• Surprisingly successful? • Appropriate ―cover‖ or safety?
• Surprisingly not? • Knowledge absorption rate?
 Portfolio of future Jams
Knowledge Jam for Chicago KM 110208 8

9. Facilitation [H]
Conversation [H]
Translation [M]
2. Plan
Topic/Agenda-Setting
Examples
• Content vs. Process
• Product vs. Program
• Market vs. Industry
• Upstream vs. Downstream
• Design vs. Execution
Knowledge Jam for Chicago KM 110208 9

10. Facilitation [H]
Conversation [M]
Translation [H]
3. Discover/Capture
Michael Wilkinson’s’ generic information gathering moves:
Indirect Probe—―
Direct Probe—― And the reason
Why is that you did that is. . Tag Question—
important?‖ . .‖ ―That’s
important, isn’t
it?‖ (warms
people up)
Prompt Question—– Redirect—
―What else
―Good point.
might come into
Can we put that
play?‖
in the parking
Playback—
lot?‖
―Let me try to
restate that. . . .‖
Leading Question—
Float—–
―Are there
solutions in the ―What about. . . Thank You!
area of. . .?‖ ? What are the
benefits?‖
Help brokers take the lead during such moves
Knowledge Jam for Chicago KM 110208 10

11. Facilitation [H]
3. Discover/Capture (cont’d): Conversation [M]
Translation [H]
Sample Output
First Example of Wi-fi on Trains (Pilot at Intel)
Topic Comments Summary/Implications
What we planned in Originator 1: The project goal was to do wireless backhaul for all of the Available pole structure
the technical design proof of concept, but we found out that the 40-ft. masts were not for Wireless Backhaul
(compare to what usable. (Can’t hang equipment from them.) We had to use other may be limited.
we got/surprises) assets. We added some separate poles.
Originator 2: Design goal was to have each rail car using Wi-Fi. A Overlapping Wi-Fi
stretch goal was overlapping coverage, so that riders could have coverage is limited by
access from adjacent cars if signal was disrupted. The BOM cars were train construction.
ok, but the Galley cars (mostly metal), were not ok.
What are Originator 1: Installation is a lot more complex than client execs Help client appreciate
installation thought: (1) on train: need adequate space; (2) within car: used AC installation complexity.
considerations power for the proof of concept, but would normally use DC (cleaner
(physical, power, power). We grabbed power off of a lighting circuit; (3) to the trackside:
thermal)? trackside backhaul to the network operating center (NOC).
Originator 2: Airflow and temperature are important in the train. Airflow and temperature
Originator 1: Antennas have to be rugged: This is a harsh environment Antenna ruggedness
(antenna lie flat on a metal roof in the hottest part of CA).
Originator 1: Vibration is a big issue on trains. Things come loose. Vibration tolerance
More along the right of way, ground moves with other passing
vehicles.
Originator 2: Support cannot be required: There’s no one on the train “Self-healing”
who can support this. The system needs to be self-diagnosing. requirement
Originator 1: Installation is a true ―construction project.‖ We barely Construction
scratched the surface during the proof of concept. It’s much more regulations
regulated in real life.
Knowledge Jam for Chicago KM 110208 11

12. Facilitation [L]
Conversation [M]
Translation [H]
4. Broker
Brokers’ roles
• Knowing / Representing
the Knowledge-Customer
or ―Seeker‖
• Transforming Content
• Promoting Translated
Knowledge
• Handling Knowledge
perish-ability
• Being a change agent!
Knowledge Jam for Chicago KM 110208 12

13. 5. Reuse
Production Facility Benefits (Costs), in thousands (KJ Planner and Seeking Org team up
to create something like this) [Illustrative]
Results from
Results from Knowledge Jam-
Typical Scrap Informed Scrap
Improvement Improvement
Cycle Cycle
Investment
Knowledge Jam related (0) (20)
(participants’ time through the KJ cycle, Jam-related collaboration
technology improvements)
Seeker organization (50) (100)
(design and tests of new formulations and new materials handing;
adjustments to process and machinery for materials preparations,
tolerances, temperatures; training)
Subtotal, Investment (50) (120)
First Year Contribution to Margin
Materials and Scrap, net 100 300
Production Labor, net 50 100
Maintenance labor and equipment, net 50 100
Subtotal, Contribution to Margin 200 500
Total Year 1 Benefits $150 $380
Knowledge Jam for Chicago KM 110208 13

14. Deep Dive: Facilitation
• Prioritizes 2
1
• Coordinates Facilitate
Discover/Capture
• Sets Tone 3
Event
• Convenes Participate in Project
or knowledge
Bring in Knowledge
Brokers from other
domain “Portfolio”
teams; Plan Topics
• Presides discussions; Select
projects to Jam;
with Originators,
Brokers
• Models
• Probes 4a 4b
“Oscar The Facilitator”
• Captures
Assist brokers in Carry
• Summarizes translating new
knowledge
knowledge to
other teams
• Nudges
• Measures
Knowledge Jam for Chicago KM 110208 14

15. Deep Dive: Conversation
1. Posture of Openness
Glen Honor & Respect
Beck!
Robert Paul
Reich! Krugman!
2. Pursuit of Diversity
Voice
Sense of agency or authority
(opposite: Idolatry)
Sara Gwen
Palin! Stefani!
Suspension Listening
Not judging Not assuming
(opposite: Certainty ) (opposite: Abstraction
3. Practices of Dialogue Respect
Appreciating what is
(opposite: Violence)
Knowledge Jam for Motorola IT110207 15

16. Deep Dive: Translation
Type of Knowledge Brokering Vehicle
Seeker Profile (illustrative) Brokered Form (illustrative)
(illustrative) (illustrative)
Process, e.g., how we Another region or A process flow, e.g., Plant engineering tools’
ramped up a fabrication division planning to with process step process flow, video
plant build a fab annotation
Product, e.g., how we Another product team Definitions of features, Product strategy
defined a product map building a similar feature prioritization, presentations
product template
Market, e.g., how our Customer Service Sales log, ―trial offer‖ Customer Service
target customer organization evaluating notes and anecdotes Representative (CSR)
segment responded to staffing levels screens incorporating
an offer segment-related
business intelligence
Program, e.g., how we Another school district Annotated curriculum, Online district-wide
taught our special educating Special lesson plans, video sample curriculums,
needs kids math Needs teacher training
resources
Organization, e.g., how Change management Stakeholder matrix, Online transition kits
we managed internal teams for a organization plan,
stakeholders during a restructuring in another message samples,
restructuring division reflections
Knowledge Jam for Chicago KM 110208 16

17. Knowledge Jam Illustrations
Knowledge Jam for Chicago KM 110208 17

18. Case Studies
Bioproducts Research Healthcare Quality Imp.
Once NSF funding was An average of 1 year for team
exhausted, must shift from ramp-up costs resources,
academic “initiative” to multi- confidence, and lives. Yet,
party “institute” for “positive deviant” hospital
commercialization. Team’s teams had significantly lower
native market competencies “gel”-time (integrate & practice
were not known, repeatable quality recommendations)
Knowledge Jam for Chicago KM 110208 18

19. Case Study: Biofuel/Bioproducts
Institute Knowledge Jam
• Situation: Energy research program
was shifting from academic ―initiative‖
(NSF-funded) to ―institute‖
• Burning Question: What can
we glean from first 3 years
of running the initiative to ―hit
the ground running‖ with the institute
• Select/Plan before Knowledge Jam Event: 2.5 months
• Participants (~20): Chem engineers, chemists, sociologists,
economists, business sponsors, industry associations
• A Big Insight: Broadcast roadmaps (multi-dimensionally)
• Result: Well-prepared for Board (which approved), project
funding/staffing diversification
Knowledge Jam for Chicago KM 110208 19

20. Case Study: Healthcare Quality Non-Profit
Knowledge Jam
• Situation: Need to accelerate hospital teams’ time to ―gel‖
(integrate & practice quality steps)
• Burning Question: What’s ―gelling‖? What helps? Hinders?
• Select/Plan before Knowledge Jam Event: 4 months
• Participants (~10): Nurses, Doctors,
quality program mgrs, faculty, non-
profit’s program designers
• A Big Insight: Must ―gel‖ intentionally
(process, people, technique), but
informal storytelling sticks
• Result: ―Gelling‖ added to org-wide
design model
Knowledge Jam for Chicago KM 110208 20

21. Discussion
Knowledge Jam for Chicago KM 110208 21

22. Comparing Knowledge Jam to Other
Capture-Transfer Methods
Organizational Learning Collaboration Technology Translation
After Action Review IBM Innovation Search/Alerts
Jam™
Mentoring Peer Assist
Discussion Forums
Wikis Knowledge
Jam
Instructional
Community of Design
Practice
Conversation Intelligence Acquisition
Reporting Interview
Appreciative Inquiry
Knowledge Harvesting
Individual Journaling or Facilitation
Procedure Writing
(not in graphic)
Knowledge Jam 22

23. Sample Subjects
 Accelerating Product, Market and Segment
Innovations
 Maximizing Combined Knowledge in Mergers
Restructurings
 Offshoring and Outsourcing
 Overcoming Info-Glut / Jumpstarting Social
Media initiatives
 Smoothing Executive Transitions
 Smoothing Team Transitions
 Tapping Into Sales insights
Knowledge Jam for Chicago KM 110208 23

24. What resonates for you?
1. Where are you seeing facilitation work in a way that
zeroes in on tacit knowledge?
2. Where are conversations
getting out the important
context? Online? Real-time?
3. Do you have a translation
role? Is it a human?
A subscription?
Knowledge Jam for Chicago KM 110208 24

25. Let’s Jam!
Knowledge Jam for Chicago KM 110208 25

26. Kate Pugh, AlignConsulting
• Kate has 16 years of consulting and seven years of industry
experience. She held leadership positions with Intel
Corporation, JPMorgan, and Fidelity. Kate helped run Intel
Solution Services’ Knowledge and Process Mgt Group, led
Fidelity Personal and Workplace Investments KM program,
and initiated and ran the JPMorganChase’s Finance Portal
Program.
• Kate has extensive experience with MS SharePoint, Social
media, database and collaboration tools. She has
(co)designed and managed three major MS SharePoint
initiatives. She has also helped launch and/or run over 20
communities of practice, including Intel’s award-winning
Enterprise Architects’ community.
• Kate has an MS/MBA from MIT Sloan, a BA in Economics from Williams College, and
certificates in Dialogue, Facilitation, Mediation, Project Mgt., and LEAN Six Sigma.
• Kate is authoring a book Sharing Hidden Know-How (Jossey-Bass, 2011). She has
published in Harvard Business Review, NASA Ask Magazine, The European American
Business Journal, and InPharmation.
Knowledge Jam for Chicago KM 110208 26

27. Some Reading*
• Sharing Hidden Know-How (Jossey-Bass, March
2011)
http://www.wiley.com/WileyCDA/WileyTitle/produc
tCd-0470876816,descCd-description.html
• ―Don’t Just Capture Knowledge – Put It to Work,‖
Katrina Pugh and Nancy M. Dixon, Harvard
Business Review, May 2008.
http://hbr.harvardbusiness.org/2008/05/dont-just-
capture-knowledge-put-it-to-work/ar/1
• ―Knowledge Harvesting Project Knowledge,‖
Nancy M. Dixon and Kate Pugh, NASA ASK
Magazine, Spring 2008.
http://askmagazine.nasa.gov/pdf/pdf_whole/NAS
A_APPEL_ASK_30_Spring_2008.pdf NASA Ask Magazine
• Sustainable Communities: To 10 CSFs for
Keeping the Faith, July 19, 2010
http://synch.rono.us/social/blog.nsf/dx/071920100
91946AMSLIHMX.htm
*Now using ―Jam‖ term instead of ―Harvesting‖
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