Knowledge Management: leveraging NGO Resources
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This document discusses leveraging NGO resources through knowledge management. It covers how knowledge structures relate to social, business, and technology structures. It defines knowledge management and knowledge work, and outlines a knowledge infrastructure including people, content, tools, processes, and governance. The document then discusses how knowledge management relates to knowledge assets, sharing, collaboration, resources, and stakeholders. It provides examples of understanding, managing, and storing content, as well as retrieving and sharing explicit and collaborative content. The document concludes with the main messages that managing knowledge assets leverages an NGO's capacity, social interaction includes sharing, collaboration, negotiation and competition, and knowledge work involves both technical and social aspects.
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Knowledge Management: leveraging NGO Resources
- 1. Leveraging NGO Resources Knowledge Management: Albert Simard Presented to Workshop on Diplomacy and Negotiation Washington DC September 18, 2-13
- 2. Knowledge Structures Fluid, unstructured Social Structure (People) Organized, semi-structured Business Structure (Processes ) Rigid, structured Technology Structure (Technology) Knowledge Outputs
- 4. Some Definitions Knowledge: Understanding cause-and-effect relationships that help to explain and predict physical, biological, or social phenomena. Knowledge Management: Develop and implement a knowledge infrastructure to support creating, managing, and using knowledge. Knowledge Work: People creating, managing, or using knowledge to produce products or deliver services that achieve organizational goals. 4
- 5. Knowledge Infrastructure People learning, motivation, incentives, performance, staffing, skills Content, Services data, records, analysis, reports, intelligence, policies Tools systems to capture, store, share, and process content roles, responsibilities, authorities, resources Governance work routines, operations, best practices Processes
- 7. Understanding Content Content is a pattern, message, or signal embedded within data, information, or knowledge. Data are recorded, ordered symbols or signalssymbols or signals that may carry information and patterns. Information is meaning in contextmeaning in context, arising from processing, interpreting, or translating data to extract an underlying message or pattern. Knowledge is understandingunderstanding of cause-and-effect relationships that help to explain and predict physical, biological, or social phenomena. 7
- 8. Managing Content Capture: Represent data, information, or knowledge on reproducible media. Inventory: Find, list, describe, and organize content; map to business needs, value and prioritize. Preserve: store; provide access, search & retrieval capacity; maintain, and migrate throughout life-cycle.
- 9. Storing Content Information technology Network infrastructure Database, data management Information library, information management Knowledge repository, knowledge management Interfaces for entry, retrieval, & administration
- 10. Retrieving Content Access to content Browser interface Search engine Extraction tools Manipulation tools Assembly tools Retrieval system
- 12. Social Interaction Framework Competition defence or victory aggressive approach no trust secretive, hostile Goals Compatible Conflicting Interests Mutual Autonomous Collaboration peer production partnership approach high trust diverse, synergistic Negotiation mutual agreement adversarial approach nominal trust structured, formal Sharing leverage knowledge passive approach moderate trust benign, supportive Sports Business Military Purchasing Contracts Merger Conversation Posting Publication Work Group Community Network
- 13. Sharing Attributes Exchange content Incentives / motivation Trust and safety Organizational culture Content security Individual privacy Different expertise Control and hoarding Large distances (Autonomous interests, compatible goals) Sense, categorize, respond
- 14. Sharing Overview Share Provide Incentives Time & Place Technology Interact Explicit tacit Content Access Shared Content
- 15. Sharing Explicit Content Existing Content Shared Content Provide Incentives engagement motivation compliance reciprocity Provide Content e-mail publishing distribution content repository metadata template Retrieve Content web browser web portal content repository search engine help desk Work Service network permission interoperability awareness Enable Access Interact telephone meeting collaboration e-mail Social Business Technology Knowledge
- 16. Collaboration Attributes Synergy and joint production Dialogue, conversations in groups Sharing, exchanges among peers Candor, freedom of expression Trust, safety, honesty, openness Agreed rules of conduct Diversity, flexibility, outliers Equality, meritocracy of ideas Collective, not individual benefit (Mutual interests, compatible goals) Sense, analyze, respond
- 18. Collaboration - Social Context Group Knowledge engagement counseling feedback human resources Work Service Individual Knowledge compliance motivation engagement human resources rules & norms guidance facilitation support Influence Attitudes Affect Behavior Foster Relationships Evolve Culture formation org. learning change enjoyment candor openness ethics altruism participation commitment involvement creativity trust & safety equality meritocracy synergy diversity flexibility freedom learning transparency Social Business Technology Knowledge
- 19. Negotiation Attributes Reaching an agreement Debate and discussion Positions and interests Bargaining and compromise Proposal and response Attempt to establish trust Win/win vs. win/loose (Mutual interests, conflicting goals) Probe, sense, respond
- 21. Negotiation - Bargaining Social Business Technolog y deception ethics emotions distrust embarrassment negotiation service content mgt. Position questions assumptions unknowns uncertainty Identify Counter Power Influence Benefits coalition leverage attack threats multiple issues expansion total benefits contingency losses & gains momentum justification references concessions Revise position Draft Agreement new information ? important no routine Conclude negotiation service office app. agreement template Work Service
- 22. Competition Attributes Victory, gain, or defence Speed of analysis and action are critical No trust, secretive, misleading actions Rules: dominant, important, minimal Ongoing process, requires recurring analysis (Autonomous Interests, conflicting goals) Act, sense, respond
- 24. Competition – Action / Adaptation Social Business Technology Knowledge Adapt analysis apps. synthesis apps. Document Store Recommend Authorize Outcome yes no decision Monitor content acquisition knowledge mobilization intelligence repository office apps competition template Intelligence Win / Loose Learn org. learning Evaluate after-action review Act resources
- 26. NGO Knowledge Work (pre-activity) Work Technology Interaction 1. Understand the Context institutions, laws, economy, customs Search, Synthesis, Office Applications, Country Database Sharing, Collaboration 2. Know the Situation domain, resources, infrastructure, environment Search, Analysis, Synthesis, Office Applications Sharing, Collaboration 3. Manage Funding donors, proposals, partners, administration, reporting Funding Marketplace, Funding Database, Office Applications Sharing, Collaboration, Negotiation, Competition 4. Manage Contacts expertise, representatives, sources of supply Contact Directory Sharing, Collaboration 26
- 27. 1. Understand the Context Awareness (Internet, web browser, search engine) Physical Space: libraries, journals, reports, media (dated, source, reliability, objectivity, purpose, time consuming) Cyberspace: search engine, reference sites, government sites (source, current, superficial, bias, efficient) Country Report (office applications) Corroborate with country or subject-matter experts Integrate content from multiple sources Validate in context of NGOs operations and processes Report: prepare, store in database, submit 27 Institutions, Laws, Economy, Customs
- 28. 2. Know the Situation Event: domain, resources, infrastructure, environment Monitor (existing systems) Search (Internet, Web browser, search engine, filter) Contact experts (directory of expertise) Uncertainty (scenarios, sense, act, respond) Conference: participants, positions, laws, agreements, voting (country database, voting database) Report: integrate, interpret, synthesize, report, recommend (office applications) 28
- 29. 3. Manage Funding Donors: known sources, search, compatibility (donor database, search engine, funding market) Proposals: rules, constraints, procedures, evaluation (office applications, proposal template) Partners/Competitors: joint submissions, proposal strategy Storing: donor information, attachments, project links (funding database, project database) Administration: invoices, accounting, accountability (accounting/financial application, project database) Reporting: as required, properly formatted (office applications, financial reporting application) 29
- 30. 4. Manage Contacts Experts: subject, country, law… Internal (expertise, employee database, contact info) External (expertise, employer, name, contact info) Representatives: international, other NGOs, governments (organization, position, role, name, contact info, links) Suppliers: food, medicine, supplies, transport, technology (goods & services, company, catalogues, name, links) Contact Directory: data entry, searching, management Add, change, delete, approve content 30
- 31. Mobilizing Emergency Content •Interoperability: jurisdictions, organizations, disciplines •Integration: process, function, role, scale •Systems: monitoring, decision support, integration
- 32. NGO Knowledge Work (post-activity) Work Technology Interaction 5. After-Action Review capture, administration, efficiency, effectiveness, outcomes Event Database Activity Database(s) Office Applications Sharing, Collaboration 6. Report activities projects, events, issues, accomplishments, outcomes Activity Database(s) Office Applications Sharing 7. Learn & Adapt individual, community, organization, change Learning Database, Change Management Sharing, Collaboration 8. Categorize positions delegates, organizations, countries Voting Database Collaboration, Negotiation, Competition 32
- 33. 5. After-Action Review Capture: journal, automated input, template, multi-media (notebooks, tape recorder, video, event information system) Administration: process, HR practices, compliance, values Efficiency: costs, staff, technology, time, effort Effectiveness: milestones & deliverables, outputs, objectives Outcomes: successful negotiation, influence stakeholders, reduced risk, mitigate impacts, increase well-being Lessons learned: what was planned, what happened, what went well, what can be improved, how to improve After-Action Database: (office applications, interface) 33
- 34. 6. Report Activities Compile content (information systems, databases) Draft report (office applications, templates) Review (e-mail, collaboration site, office applications) Revise (office applications, version control) Approve (submission & decision process) Produce (document production application) Store (report database, metadata) Distribute (Web site, e-mail, mail) 34 Projects, Events, Response, Accomplishments
- 35. 7. Learn and Adapt Individual: awareness, assimilate, memorize, comprehend, apply, analyse, synthesize, evaluate Community: voluntarism, sharing, dialogue, harvesting Organization: identify, consensus, integrate, plan, document, recommend, approve Change: sense of urgency, establish coalition, develop strategy, engage people, empower action, early success, maintain momentum, institutionalize 35
- 36. 8. Categorize Positions Compile from multiple sources (external voting data) Analyze statistical trends and patterns (statistical apps.) Interpret underlying context and particular situations Dialogue with individuals (trust, role, security) NGO Voting Database (office applications, interface) 36 Delegates, Organizations, Countries
- 37. Main Messages Managing knowledge assets leverages an NGOs capacity to do knowledge work. Social interaction includes sharing, collaboration, negotiation, and competition. Knowledge work involves both technical support and social interaction. 37
- 38. E-Mail: albert.simard@drdc-rddc.gc.ca http://cradpdf.drdc-rddc.gc.ca/PDFS/unc121/p536618_A1b.pdf Knowledge Services: A Synthesis of Best Practices Presentations: http://www.slideshare.net/albertsimard/slideshows http://www.slideshare.net/Al.Simard/slideshows
Hinweis der Redaktion
- This presentation is divided into three parts. We’ll start by describing why and how the knowledge services framework was developed. The knowledge organization will compare content management and knowledge service approaches for structuring knowledge management in an organizational context. The knowledge environment will consider how an organization interacts with its clients and, in the case of governments, with all citizens. So, let’s look at how the framework was developed.
- This is an organizational infrastructure that includes pretty much everything that is needed to run CSS. This applies to KM as well as anything else that we do. Simply put, people use tools and process within a governance structure to increase the value of content and services. It isn’t a matter of focussing on one or more parts of the infrastructure. All parts must be reflected in a task, project, or program if it is to succeed.
- Today, storing knowledge depends more on technology than space (although physical collections will not disappear in the foreseeable future). List the elements. It’s important to understand that although technology is necessary, it is only one aspect of knowledge preservation.
- Similarly, accessing archived knowledge requires a set of user-friendly tools. Summarize the list. I cannot overemphasize the importance of user-friendliness (initially) and user-centricity (eventually) for retrieving knowledge if the CFIA wants people to actually use the system.
- This presentation is divided into three parts. We’ll start by describing why and how the knowledge services framework was developed. The knowledge organization will compare content management and knowledge service approaches for structuring knowledge management in an organizational context. The knowledge environment will consider how an organization interacts with its clients and, in the case of governments, with all citizens. So, let’s look at how the framework was developed.
- This presentation is divided into three parts. We’ll start by describing why and how the knowledge services framework was developed. The knowledge organization will compare content management and knowledge service approaches for structuring knowledge management in an organizational context. The knowledge environment will consider how an organization interacts with its clients and, in the case of governments, with all citizens. So, let’s look at how the framework was developed.
- This presentation provides an overview of how data, information, and knowledge, which I collectively call “content,” flows from its point of origin to its end use. It also describes relationships between the attributes of that content, how it is processed, and how it is used.