Re: March 2008 SIKM Call: John McQuary and Tara Keithley - Fluor's Knowvember Campaign #monthly-call #success-stories

peteranthonyglick <peteraglick@...>

Hi John
In relation to your answer to question 1 below, you mention that you
try not to leave any questions unanswered. Very good but of course
some of them must still be left without an answer, and others will
get an answer but not necessarily the best one (from the best expert)
it could have got internally.
My point here is that you are in effect relying on the "experts" with
an answer to connect and read the question. Your KM system has a
large user base but not everyone is using it regularly enough to
always stumble on the questions they can answer. Am I correct?

If yes, then would a next step potentially be to implement a solution
that would enable people to connect to the right experts for a given
problem directly?

Best regards,

--- In, john.mcquary@... wrote:


Here are responses to your questions.

1.) Do you (or community leaders) scan Unanswered questions,
looking for
patterns (e.g., areas of knowledge that may be critical to
current/future services or clients, but not available - along the
of - do we know what we don't know?)?

We try very hard to not have any unanswered questions. We measure
communities on responding to questions within 48 hours. Most
have multiple responses within 24 hours. Due to the complexity of
many of
the questions, it would take a significant effort to analyze each
for completeness of the answer. Also, our underlying theme is
people to people and this is often necessary with forum questions
to gain
additional information and context to complete the answering

Our real goal is answering all questions within 48 hours, not just
responding to them. I don't believe you should set a faster goal
due to
nature. If the subject matter experts are spread across the globe,
then we
need to let the earth spin on its axis twice. First to get the
responses, and a second time in case there is some dissention in the
John McQuary
Vice President
Knowledge Management and Technology Strategies

Fluor Corporation
One Fluor Daniel Drive
Sugar Land, TX 77478-3899

281-263-2533 (w)
281-263-2101 (f)

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