Copyright 2003 Cuyahoga Community College District Knowledge Management: Making it Fly in Higher Education Presenter: Amy C. Eugene Director, Knowledge

Copyright 2003 Cuyahoga Community College District

Knowledge Management: Making it Fly in Higher Education

Presenter: Amy C. Eugene

Director, Knowledge ManagementCuyahoga Community College


Wha’dya Wanna Know?

• What is knowledge management?

• What are communities of practice?

• What is Tri-C’s KM:– strategy?– methodology?– technology?

• What are Tri-C’s lessons learned?

• How can I apply KM at my organization?


“Knowledge management is a discipline that promotes an integrated approach to identifying, managing and sharing all of an enterprise’s information needs. These information assets may include databases, documents, policies and procedures as well as previously unarticulated expertise and experience resident in individual workers.”1

1GartnerGroup Research Note, October 11, 1996

What is Knowledge Management?


Tri-C’s Definition of KM:

A discipline and framework designed to help our organization acquire, store and share “what we know” to enable decision-making, creativity, innovation and communication.


Communities-of-Practice or Learning Communities:

Connecting people with common needs/interests on a particular topic to: Share ideas, insights, information Address challenges & advise each other Learn and laugh together Create processes, frameworks, templates, etc. Own and maintain the content about their topic


KM by any other name ….• Communities of

Practice/Networks• Process Mapping• Information Management• Data Mining/Warehousing• Business/Competitive

Intelligence• Benchmarking/Best

Practices• Customer Relationship

Management (CRM)

• Total Quality Management• Technical Writing• Subject Matter Experts and

Directories• Performance Management

Systems• e-Learning and

Organizational Learning• Search Engines• Lessons Learned• Storytelling• Others?


Consider this…

…based on the needs and goals of your organization, how might you define KM?– Would it include communities of practice? – Might it be data and information focused?– How might tacit knowledge be addressed?– What other components might it include?


Tri-C’s KM Strategy


Collegewide KM Roles:• Champion

− Believes, influences, implements• Chief Knowledge Officer

− Strategic• Director

− Strategic and tactical• Steering Committee

− Guidance from District and Campus leadership• Network Coordinator

− Technical support


Integrated KM Approach

Strategy

Content

People &Culture

Technology

Process


Strategies for KM Success:

• Take path of least resistance in creating KM structure with appropriate protocols

• Launch pilot communities that support value proposition of KM investment

• Utilize or create successful, simple, and stable technology infrastructure

• Build an environment both formally and informally that encourages shared knowledge and knowledge seekers

• Measure return on investment (ROI)• Utilize an “appreciative” approach


Consider this…

…who might be your KM champion?

…what is your value proposition for KM?

…what currently enables or inhibits knowledge and information sharing?


Tri-C’s KM Methodology


Community Knowledge Roles:

• Sponsor• Knowledge Coordinator• Subject Matter Expert/Specialist• Community Member

– Primary – Regular Access and Contribution– Secondary – Less Collaboration but Value the

Interaction

• Portal Moderator


Types of Communities• Operational/Process

– Curriculum Development– Grants Management– Transfer & Articulation

• Customer/Student-focused– Student Services

• Strategic– Corporate College– Integrated Leadership

• Informational– Collegewide Technology


Community Activities:

• Curriculum Development– Mapped and improved CD process

• Implementing CD software

– Launched Service Learning community– Launched Articulation & Transfer community

• Grants Management– Improved grant proposal process

• Future: Use portal to contribute grant proposals

– Conducted learning events– Collaborated with Service Learning community


Community Activities:(Continued)

• Student Services– Engaged students to determine what they

need to know– Developed student journey “road map”– Deployed single point of access and utilized

existing technology

• Collegewide Technology– Developed portal that provides collegewide

access to status reports and online discussion for technology projects


Phases of Development for Knowledge Sharing Communities

FEEDBACK, LEARNING & IMPROVEMENT

ENABLING A KNOWLEDGE SHARING CULTURE

ASSESS USAGE,AWARENESS &

VALUE

12TRAIN END

USERS

10DEPLOY

CONTENT &TOOLS

11MAINTAIN

KNOWLEDGE FLOWS

13

PREPARECOMMUNITY

1AUDIT KNOW-LEDGE NEEDS

& ASSETS

2ESTABLISH

KNOWLEDGEROLES

3CREATE KNOW-

LEDGE PROCESSAND PLAN

4

ACQUIRECONTENT

5DEVELOP

CLASSIFICATIONSCHEME

6MARKET &

COMMUNICATE

9STORE,

REVIEW & FILTER

7CUSTOMIZE

TECHNOLOGY

8


Consider this…

…what are some prospective communities?

…who will fill the key roles?

…what will be the goals and measurable outcomes?


Tri-C’s KM Technology


Technology Components of Tri-C’s KM Solution:

• Portals: Sharepoint and Blackboard• Websites: Internet and Intranet• Search engine• Shared drives• Distribution groups (mail lists)• Specialty Applications

– People Pages (Expertise Locator)– Best Practices repository– Online survey tool

• MS NetMeeting• Knowledge and Information Tools Navigator


Access pertinent internal and external information

sources (e.g., shared drives, websites)




Consider this…

…what are the needs that are driving your technology?

…what technology currently exists that can be leveraged?

...how will user’s be encouraged to use the technology?


Tri-C’s Lessons Learned • Don’t call it Knowledge Management• Focus on critical business and academic issues• Ensure that people drive the technology• Utilize existing technologies where possible• Remember your target audience (create value propositions)• Recognize the importance of roles, responsibilities, and

process• Employ the 80/20 rule – iteration is good • Realize that people look for information using various

methods and channels• Expect unexpected benefits and go where the energy is


Contacts:

Amy C. Eugene

Director of KM

[email protected]

216-987-4879

Leveraging Our Collective Knowledge to Enable Student Success

Documents

Copyright 2003 Cuyahoga Community College District Knowledge Management: Making it Fly in Higher Education Presenter: Amy C. Eugene Director, Knowledge