June 15, 2010 discussion with the SI KM Leaders about the Knowledge Jam process - a facilitated, conversation-based process for getting out hidden knowledge and putting it to work. (This presentation is best seen in "build" using powerpoint.)

1. Sharing Hidden Know-How: How Managers Solve Thorny Problems with the Knowledge Jam SI KM Leaders Community June 15, 2010 Kate Pugh Align Consulting [email_address] SIKM Knowledge Jam (Katrina Pugh) 100615 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 capture enough nuance to make it actionable elsewhere. Knowledge Jam is a novel process for getting out and circulating insight. It stands apart because it is facilitated, collective, and intentionally shares the responsibility for applying 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.

4. We waste time getting out tacit knowledge SIKM Knowledge Jam (Katrina Pugh) 100615 Source: Laurence Prusak and Al Jacobson, “The Cost of Knowledge,” Harvard Business Review , November, 2006, Reprint F0611H) “ Get me to the experts!” “ Help me understand the context!” “ Make it easier to put this insight to work!” 1. “Facilitation” 2. “Conversation” 3. “Translation”

7. Key interactions in a Knowledge Jam Knowledge Jam 2.) “Topic” (Agenda) Planning Event 3.) Broker and Originator interviews 4.) Core team Final Meeting (“Choreography”) 5.) 90 minute Discover/ Capture Event(s) 6.) Broker Meeting(s) 7.) Web 2.0 Forums, links, alerts 8.) Sponsor and Broker Meeting(s) about “stickiness,” impact 1.) “Subject” Selection Meeting

11. Deep Dive: Conversation SIKM Knowledge Jam (Katrina Pugh) 100615 2. Pursuit of Diversity Glen Beck! Paul Krugman! M. Yunis! Sara Palin! Robert Reich! 1. Posture of Openness Honor & Respect 3. Practices of Dialogue

14. Deep Dive: Translation (cont’d) Sample transformations SIKM Knowledge Jam (Katrina Pugh) 100615 Type of Knowledge Seeker Profile Brokered Form Brokering Vehicle Process, e.g., how we ramped up a fabrication plant Another region or division planning to build a fab A process flow, e.g., with process step annotation Plant engineering tools’ process flow Product, e.g., how we defined a product map Another product team building a similar product Definitions of features, feature prioritization, template Product strategy presentations Market, e.g., how our target customer segment responded to an offer Customer Service organization evaluating staffing levels Sales log, “trial offer” notes and anecdotes Customer Service Representative (CSR) screens incorporating segment-related business intelligence Program, e.g., how we taught our special needs kids math Another school district educating Special Needs Annotated curriculum, lesson plans, video Online district-wide sample curriculums, teacher training resources Organization, e.g., how we managed internal stakeholders during a restructuring Change management teams for a restructuring in another division Stakeholder matrix, organization plan, message samples, reflections Online transition kits

16. Roots: Competencies for Managing Change SIKM Knowledge Jam (Katrina Pugh) 100615 Organizational Learning (1993+) Collaboration Technology (1992+) Intelligence Acquisition (2000s) Adaptation Exposure Co-creation Systems Thinking Diversity Dialogue Intentional Insight Container-building Shared Value Knowledge Jam Translation Facilitation Conversation

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

19. Knowledge Jam Case Studies SIKM Knowledge Jam (Katrina Pugh) 100615

25. Let’s Jam! SIKM Knowledge Jam (Katrina Pugh) 100615 Facilitation Conversation Translation