Doug Brook, President and CEO of Triune Group is up now, talking about knowledge retention and transfer in the Air Force.
New imperatives of KM
Need to capture aging expertise, amidst expanding use of Web 2.0 tech.
Need to connect for knowledge sharing with minimal investment
Gov 2.0 = transparency, accessibility, and accountability.
Challenge with Air Force is to work within secure confines for privacy and Opsec.
Technology is not the answer. Tech is the easy part. It's the knowledge side that is difficult.
Air Force Knowledge Now (See last year's note from Randy Atkins presentation)
16,000 Virtual communities, 225K registered users
12 Million page hits a month
2 Million documents
325,000 registered uses and 100K non-registered cruisers.
(Note we are talking about the business side of KM in the Air Force, not Battlefield. That's why we can be more open about certain elements.)
Talking about collecting KM success stories - typically something that is hard to do - by acknowledging these submissions with CoP of the quarter or CoP of the year. Getting 30-50 submissions each quarter. Very little cost to provide recognition.
What does it take to make KM successful for the Air Force?
- Leadership: Focus, Resources, Commitment
- Process: What, When, How
- Community: Culture of sharing, openness, service
It takes more than leadership to sustain a KM program. This is because the leaders rotate in/out every few years. If you do not have community buy in, the program could die with the next leadership change.
Knowledge Management shouldn't be a second job. It should simply be the way folks work. That's the goal.
Challenge of knowledge retention and transfer is that communication is lossy:
How communication occurs:
7% what you said.
38% how you said it.
55% body language
Knowledge Retention & Transfer: The Process
(They use video capture and distribution. They use an appreciative inquiry model; find it very effective)
1. Identify: Gain management buy-in
2. Prepare: establish team (harvester team, SME, Multimedia)
3. Interview/Capture: : Interview/capture
4. Distill: review and distill into key leanings
5. Publish: Create distilled knowledge objects
6. Validate: Collect feedback (Survey, face-to-face)
Great closing quote on slide: "People strengthen their relationships on a professional front as they gain more precise awareness of others' skills and expertise."