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Posts Tagged ‘Knowledge Retention’

Do you have a plan for when your community manager moves on?

April 8, 2014 Leave a comment

transferring......So your community manger is moving on.  You ask them to write handover notes.  You get a list of social media accounts that they use and they move to a new job.

Will the community survive? Probably not.

Most online communities have one real driving force behind it.  And you have missed the opportunity to hand the baton over to other people.

It’s the conversation that is normally missed out and it makes such a big difference and identifies so much more than you can write down.

This happens a lot in organisations when someone moves jobs, it’s only an afterthought.

There becomes a Knowledge Gap.  I heard that it normally takes 18 months for a new employee to become profitable to the organisation and for them to be fully integrated with the way of work.

Can you afford that time delay in an online community?  And would the members be happy with someone new just turning up without an introduction?

If you get a chance just do a search on Knowledge Retention and Transfer.  There’s some great stuff out there that will help you start the conversation if your community manager is about to move on.

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Can online communities be used for knowledge retention?

February 22, 2011 2 comments

Given the austerity measure starting to take place across the UK public sector – 500Extracting knowledge,000 posts in five years – those charged with maintaining services need to take action now on capturing the knowledge of those who will be lost in the cuts. If they do not, as has been seen with many previous “restructures” in the sector, former employees may need to be brought back on at expensive consultancy rates to provide advice and counsel.

So could online communities be used in supporting the knowledge capture and transfer in the future?

I suppose the answer is Yes but it needs to be part of something bigger.  My feeling when it comes knowledge sharing and transfer within organizations is that there is still a focus on

  • Technology,
  • Process and
  • People. 

Bring in some technology and everything works.  But we all know this is not the case.

APQC’s research document on Retaining Valuable Knowledge: Proactive Strategies to Deal with a Shifting Work Force conducted with the Oil and Gas industry found that the best way to retain valuable knowledge in the face of attrition or downsizing is to build and sustain systemic KM approaches; one of theses approaches is establishing communities of practice.  Companies like Chevron Texaco, Schlumberger, and ExxonMobil have improved their efficiency by institutionalising a knowledge-sharing culture through communities of practice

“By helping to build these communities, we are not only realising huge improvements in business processes and performance, but also providing employees with greater access to one of the most valuable learning resources: interaction with peers,” said Michael Behounek, director of knowledge management at Halliburton.

Schlumberger have designed their knowledge ecology around collaborative working, with a knowledge retention and transition strategy integrated into to their ways of working.  Schlumberger Hub (“The Hub”) is an intranet and Internet enterprise information portal that provides employees and customers uniform access to information, providing access to:

  • knowledge repositories,
  • project management and collaboration spaces,
  • real-time news a help desk, and
  • Support for multiple internal and external audiences through threaded discussions, community repositories, and collaboration technology.

A key feature of the Schlumberger Hub is the seamless view it provides to the end user, whether it is an employee or a customer. All information is stored in one repository, and the portal posts only the appropriate information for each customer type.

So technology can be part of the solution but as with Schlumberger is need to be part of something bigger, the

  • People,
  • Process and
  • Technology

And there are many examples of the people and process techniques such as the Knowledge Exchange that we use but there are many more.

Also in the APQC report it suggested vendors such as Oracle have labelled a technology solution to the issue of Knowledge Loss as Enterprise 2.0 – a combination of content management, enterprise search, and portal technology, linking with 2.0 tools such as wikis and blogs.

We have done some great groundwork on some of these with Communities of Practice for Public Service

And with the upcoming Knowledge Hub we will be hitting all the areas that Oracle mention and a lot more.

So maybe there is a chance for the sector to hold onto its knowledge.  I just hope that we are not too late, and that by using the simple things to start the process the technology can support it in the future.

Leaving but Not Lost – Knowledge Retention in the Public Sector

October 14, 2010 Leave a comment

well... goodbyeThe country is bracing itself for the Comprehensive Spending Review on 20 October.  And Public Sector bosses are looking at how they shed large numbers of highly experienced employees without threatening the long term health of these very organisations.

Publictechnology.net highlights the point that a large proportion of the redundancies will result in a vast knowledge base going out of the door.

Organisations need to take steps to capture that knowledge quickly and deliberately and transfer it to those that will be responsible for running these organisations in the coming years.

On the 4th of November as part of the Local by Social Online Conference on the LG Improvement and Development’s Communities of Practice.  The full event runs between the 3rd & 9th of November 2010.

We invite you to share your experience and stories of dealing with this situation in our forum discussion called Leaving but not Lost.

Throughout the day, please ask questions and share your stories and experience so we can learn from each other and indentify ways we can deal with this difficult situation.

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