Knowledge et al: view from 46K

I write this at Dubai airport. I left a very fractured and troubled nation that is the UK, torn apart by a futile attempt to sustain the unsustainable (maintain unity in the largest party in our parliament).
Without pinning my political colours to the mast I must confess I despair at the majority decision to abandon a group that has been in part responsible for peace in Europe these last 75 years. The rush towards right wing nationalism across the globe is in no one’s long term interest and terrifies me as does the bellicose rhetoric that passes for debate.
It’s a good time to reflect on what’s gone and what’s to come.

Knowledge Management: the future

I was interested to see James Robertson and his team at Step Two in Australia post this week that Knowledge management isn’t dead, it’s more important than ever!and describe a number of assignments they’ve done at the practical end of KM.  That they (an excellent Digital Workplace and Intranet focused group) should highlight the importance of their KM practice feels significant.

Knowledge Management (KM) has been around for over 20 years as a set of tools and methods for connecting, collecting and creating knowledge. Lots has been written, and there are tens of thousands of practitioners out there—in-company specialists and consultants. Unlike Lean, Agile and other business improvement methodologies, KM has never had a single agreed set of tools, or a commercial accreditation or standard.

ISO KM Standard

In many ways, the arrival of an internationally agreed standard and vocabulary, imbues fresh professional credibility to the field of Knowledge Management. It provides knowledge managers with a ‘brand-new kitchen’, and a moment during which they can pause for a moment and consider the service that they provide to their organisations. I sat on the UK’s BSI KM Standards Committee one of the international bodies that provided input to ISO as the KM Standards were developed and ultimately published in Q3 2018. I said at the start and still believe
“The arrival of the ISO KM Standards (albeit that adherence is voluntary) provides a framework against which KM Programs can be viewed. An independently assessed external accreditation is another key component of the KM practitioner’s path to corporate legitimacy.”

KM Cookbook

The KM Cookbook written by Chris Collison, Patricia Eng and I serves up a menu of success stories and strategies for organizations wanting to know more about Knowledge Management Standard ISO30401 – whether they intend to pursue certification, or simply seek to use it as a framework to review their existing programme and strategy.
In writing this book, we want to catch the excitement of the arrival of this ‘new kitchen’ and to demonstrate how the arrival of the ISO Knowledge Management System Standard (ISO 30401) provides so much more than a moment to certify a level of consistency in practice.
It provides a moment to re-evaluate, to return to first principles, and to learn from others. Imagine you had the opportunity, not just to enjoy a new, well-equipped and fully inspected kitchen – but also the chance to sit down with KM ‘chefs’ from around the world, across different industry sectors and listen to their stories.
That’s exactly what we have set out to do with the KM Cookbook.

Chartered Knowledge Manager Accreditation

Concurrently in my role as Knowledge & Information Management Ambassodor for CILIP I have been assisting them with the development of what we hope will become a globally recognised accreditation for Knowledge Managers. The first cohort of two dozen has being signed up and they are going through a process of submitting a KM portfolio of work for assessment in anticipation of the award of a Chartership in Knowledge Management.

Assignments, Masterclasses & Speeches

I am Asia bound to give the opening address at a Knowledge Exchange Roundtable event at Securities Commission in Kuala Lumpur and then to run a Masterclass (my 4th) at the International Islamic University of Malaysia
The next stop is then Hong Kong for another Masterclass this time with my good friend Eric Hunter followed by presentations / panel sessions at KM Asia 2019.with Patrick Lambe, Hank Malik on the ISO standard and Bruce Boyes, Rajesh Dhillon, John Hovell and Bill Kaplan on KM Accreditation.
At all these events I will be drawing on the soon to be published “KMCookbook: Stories and Strategies for organisations exploring Knowledge Management ISO Standard 30401” as well as the latest developments in the KM Chartership Accreditation.
Then it’s back to the UK for the Thomson Reuters Practical Law event where I will be running a session and speaking, then a co session with Victoria Ward (more of her in a minute) at the UK KM Summit followed by a trip to Lisbon for the launch of the KM Cookbook in Lisbon in early June at one of my favourite events, SocialNow.

2018: a varied and stimulating year

Looking back to 2018 I had the great pleasure of working alongside Victoria Ward (formerly of Spaknow) on a really interesting KM assignment for a global manufacturingl company. Involving the embedded of KM practices into an organisation undergoing rapid transformation it was challenging and stimulating in equal measure and the use of effective visualisation, personae and archetypes key to delivering on our mandate.

As if the above and researching, interviewing and coauthoring the KM Cookbook wasn’t enough I also managed to fit in a couple of Masterclasses in London and Stockholm around the soft skills (the critical 8 ‘ates) of the Knowledge Manager and deliver a few keynotes in Italy and Sweden.
Back in the UK it was the 2nd year of operations for the two businesses I helped establish and run, award winning Bees Homes  and Coastway Financial. Today is the end of both companies financial years so it’s great to report we are on target to where we wanted to be. 
Despite all the uncertainty, Brexit is proving less of a challenge as there is a move from vendors towards the type of quality service we are offering. A key statistic for us is “Property Views” online and it’s great to be able to report we are currently #1 in our region.
Transparency and trust are important values so we are running “How to sell your property in a post Brexit world” on April 16th at Eastbourne’s swankiest new boutique hotel to share some of the techniques we apply to dress a property to its optimum potential.

In the Community

Our initiative to help with the transformation of our town continues on a couple of fronts. The Urban Art idea has gathered momentum and support from the Municipalities CEO and I am helping him and the regeneration team to attract conferences to the town.

And finally

46k is my preferred seat on the Emirates A380 (and the Boeing 777). Check out Seat Guru.com to see why!

Managing networks and Working Out Loud: Collaboration and Knowledge Matchmaking skills

The world is shrinking. At any given moment I know where many of my friends and colleagues are. Technological footprints are heavy and long lasting.

This week for example I see that Arthur Shelley is in Moscow with Ron Young at KM Russia, Donald Clark is in Belfast picking up an award, Phil Hill is getting fit (ter) in Thailand, Patrick Lambe is having breakfast in Lisboa. Gregga Baxter and his wife are supporters of WaterHealth in India.

Through cultivating personal networks I also know what’s happening this week in Khartoum, Tehran, Dubai and Harare. To many that may seem frivolous information; to others (including me) its valuable and if I don’t know then I know a man (or woman) who can. Let me illustrate the issue with a true story.

the art of network management

Many years ago I was charged with setting up the forerunner of a Knowledge Management function for a financial services business in the City of London. It struck me how badly senior officials shared diaries let alone knowledge about clients.

One day I was in the office of the Treasurer of the national oil company of a prosperous Middle East country. As I was about to leave he asked me to stay for the next meeting.

In came four suited bankers. My client took the lead introducing himself and me (as his Advisor). He then asked each one to introduce themselves. And to everyone’s surprise they were from different offices and areas of the same institution. They had all flown down on separate planes to see the same client.

The Treasurer said his diary was open to meetings with the institution but not multiple visits. They lost face not to mention the cost of the travel and opportunity cost.

So knowing what I did I came back to London and, with the support of the CEO, developed and introduced Visit Information Centre (VIC) which showed all visits to our organisation and all meetings outside of it.  Embedded in the day to day workflow the aim was to maximise the valuable time our organisation spent with a client and make sure those in any meeting were briefed on the latest activity. Today this is or should be standard practice; then it involved a shift in mindset.

So fast forward to 12th December 16; its 2pm and I am having an exchange on Facebook with Patrick Lambe about Lisboa where he is spending a week. Concurrently I see that Ana Neves (founder and organisor of SocialNow and “Mrs KM” in Portugal) is online on Skype. I know Ana lives a mere 15 minutes train ride from where Patrick is spending the afternoon. I also know both of them well and believe they would benefit from meeting each other.

Using Messenger I hook them both up and they meet later that afternoon to discuss inter alia an idea I thought both might profit from.

meeting-by-the-tejo

Tea by the Tejo

I coined the phrase “Orchestrated Serendipity” to describe occurences such as this. I have also used the term “making correlations between seemingly unrelated pieces of information”.

In this example I have nothing potential to gain other than knowing that two people I like and respect are now acquainted so my network grows stronger.

Here’s an example of how one thing can lead to another.

an example of ‘Working out Loud’

A few weeks back out of the blue Martin White of Intranet Focus shared a draft white paper on Digital Workplace Governance with myself, James Robertson, Jane McConnell, Sam Marshall and a couple of others. His invitation, which left it up to us as to how we might respond, read:

Colleagues
The attachment is me working out loud on digital workplace governance on a Friday afternoon
Regards
Martin

Our approaches were different. Some came back immediately. Others took their time. Some used comments in Word, others rewrote paragraphs. As Martin said, “the responses always challenge your own thinking.”

I am sure John Stepper (who is widely credited with kicking off the Working out Loud movement) and Ana Silva who is a great proponent of it would be enthused.

Knowledge Matchmaking?

These two exchanges got me thinking about the way I work, the organisations I’ve worked for, the clients I’ve worked with and the networks I am involved in. I have never acted as an introductions broker seeking reward so do organisations and people see value in it?

Previously as a Senior Manager charged with developing new business, my ability to match a need with a solution was prized and rewarded even though the correlation was opaque to my bosses. More often than not the intuition paid off. But does the same apply today in a Knowledge Management environment where logarithms and Artificial Intelligence are making the correlations I used to make?

Perhaps more importantly do people in Knowledge Management have the time, the confidence and the knowledge of the business to be able to put forward ideas and broker connections?

If they do then here’s a few tips:

  1. You have to be in it to win it: if you sit on the sidelines this will never happen.
  2. Be willing to take a risk: yes you might fall flat on your face! But experience tells me that if you go the extra mile people will come back for more.
  3. Be willing to do this without expectation of reward: it’s always difficult to measure the impact in a world of KPI’s. You have to play a long game but be willing to cut if you feel you are being taken for a ride.
  4. Be willing to acknowledge the contribution of others: from personal experience I’ve found there is nothing worse than someone taking what you’ve suggested and packaging it without attribution. A photo is a great way of saying thank you!
  5. Build trust so people are willing to confide in you and trust your judgement: unless you are willing to find out about people and what they do you will never be able to make these connections.
  6. Be clear about why you are making the introduction or sharing Knowledge: I used to be in the cc camp that so many inhabit believing that by informing everyone I was covering all bases. People are too busy and ignore ‘junk mail’.
  7. Develop your internal filtering mechanism: you have to know your business and identify who is going to be a taker vs. a reciprocator.
  8. Respect the contribution people make if you ask for advice: whatever you get back from people is important. They have committed scarce time and each time you ask for a response you are drawing on your reserve of credibility.
  9. Develop a skin as thick as a Rhino: you will be disappointed when others don’t follow your lead and use the contacts or information without acknowledgement. And remember 90% of people online are lurkers so will not go public with their thanks.

And finally

To prove that this is a reciprocal situation. In August I attended an Improvisation event in Oxford. It wasn’t on my radar but Nancy White had posted a comment about it so based on her recommendation I decided to attend: As a Quid pro Quo I wrote up my experiences for the greater KM4Dev community.

If you want good reading on collaboration, Martin and Luis Suarez have been exchanging comments on a fascinating blog post from Luis: “Stop blaming the tools when collaboration fails”.