Date   

Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Matt Moore <innotecture@...>
 

Hi - Looking at this topic last year, some of the previous Earley webinars also had some good stuff in (and they seem to take a pragmatic approach to this stuff) - e.g.
http://info.earley.com/roundtable-intelligent-virtual-agents-reality

I suspect that a key part of this is selecting your initial use cases with care. Scenarios with clearly pre-defined input and outputs will probably work well ("Please reset my Windows password"). Scenarios with high levels of ambiguity ("How do we get world peace?") probably won't.

But I'd be interested to hear about actual implementation examples.

To reinforce Joanna's comment - I encountered these tools in the customer services space (esp. telcos, banks, insurers) and vendors like eGain, Verint, [24]7 - where they are a hot topic. I also found this useful:
https://virtualagentchat.com/category/intelligent-virtual-agent-vendors/


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Stan Garfield
 

On-Demand Webcast: Virtual Assistants & Chatbots - The Next Big Thing in Customer Experience

http://info.earley.com/roundtable-intelligent-virtual-assistants-chatbots-customer-experience

 


Re: Global Knowledge Management Congress & Awards? #awards #conferences

sikmleaders@...
 

[sikmleaders] An existing poll has been modified, check it out. Enter your vote now!
Global Knowledge Management Congress & Awards? Credible?
Created by: b_j72
  1. Has different levels of credibiity based on how you use this (added by: ckobill . January 28, 2017)


Thanks!


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

joanna_pierce@...
 

Hi Jacob,

Our company doesn't utilize VAs yet, but we are investigating. We currently have eGain® products deployed on site and may add the eGain® VA product (mentioned here) in the coming years. I think it has great functionality and will integrate well with what we've already set up in-house. I'd be happy to discuss with you if you'd like--feel free to reach out.

Best,
Joanna


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Stacie Jordan Brenkovich
 

We are starting to look into virtual agents/chat bots in Accenture I can share more as we progress (very early thinking).  We have recently overhauled and significantly improved our enterprise search engine so it will be interesting to see what the additional value something like this could provide.  Personally I think it’s that “personal touch” people want to help find information…back in the day we used to have many knowledge managers who could offer this high touch support, we no longer have that support model.   So let’s see what AI can do for us. 

 

 

 

 

********************************************************

Social Learning – Growth & Strategy

New York, NY (Eastern Time zone)

Tel: 917-452-3018

Email: Stacie.m.brenkovich@...

Check out my People Profile

Harmony.Maximizer.Arranger.Consistency.Responsibility

 




This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy.
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Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Jamie Martino
 

Hello Rob, 

Yes, the requirements, objectives, KPIs are still being defined, as well as how we'll use, re-use, and improve our KBs from the knowledge/ insights that we gain from these future chatbot interactions. It will be interesting to see if having a neutral interface (not directly done on a specific HR, IT, etc. Help Desk) will allow for more/ before un-asked questions given the free text, no distinct, pre-set categories, and how we can (re)train/ teach our Users, KBs, with that information.

One thing that I did learn in our meeting today was that Microsoft now has a Qna Maker which can help create/ feed the database from which the bot derives its answers.
Microsoft Cognitive Services - QnA Maker

 

Manual work will still need to be done in terms of rules, etc., but at least we can dump our KB into the Qna Maker in order to test the ease of use. 

Great advice from everyone, so again, thank you!
Best, 
Jamie


---In sikmleaders@..., <rbogue@...> wrote :

Jamie –

 

Can I suggest that you have them define the requirements before building starts?  This feels like a “it’s cool” project rather than one that’s being pursued to address a specific objective.

 

If you start with what are the barriers or friction points that you hope to solve – and then drive into enough detail to identify the content that needs to be highlighted… you may find that you’ll end up driving the Chat bot with search in the first place.  If that’s the case, you could work on getting it so that search returned the right results.  From there if you still needed the additional interface of a chat bot it could be built…

 

You may not be able to stop this train but I tend to like train tracks down before I get the train rolling.

 

Rob

 

-------------------

Robert L. Bogue

Find me Phone: (317) 844-5310  Blog: http://www.thorprojects.com/blog

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Wednesday, January 25, 2017 9:36 AM
To: sikmleaders@...
Subject: [sikmleaders] Re: Any Experience Here with Virtual Agents/Chat Bots?

 

 

Hello to all, 

 

Thank you so much for your very quick and thought provoking responses. 

 

Robert - yes, this is still my question as well. The only response I have today it that we are looking for a quick win as this will be in-house built (not licensed, etc.), connected to our various systems via APIs, and integrating a natural language service as well as AI agent. Regardless of what we do with the chatbot, I know that some processes, systems, etc. will need to be upgraded, fixed, etc. in order for this to gain traction, and widen its scope. We'll start small and then expand.

 

Stephen and Frank - great questions to ask as well. The project is wholly-owned by IT and will involve the participation of other departments in the future. My main concern is the collection, feeding, ownership of data, its related governance, analysis, and re-usability (decoupling). 

 

I don't have answers to all of these, but welcome any other comments/ suggestions.

Thanks again!

Jamie


 


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Stephen Bounds
 

Hi Rob,

Fully agree. Chatbots are definitely hitting 'peak hype' and it's sounding like a classic IT-driven project to me.

Being more charitable, I can see four reasons to choose chatbots over other existing interfaces:

  • Selective information visibility - lists of hundreds of items can be overwhelming to navigate. Chatbots hide information until it is deemed appropriate to present in context.
  • Conversational - the natural back and forth approach of conversation is highly intuitive to people, especially those less familiar with technology
  • Guided decision making - rather than putting the full cognitive burden for decision-making on people, chatbots can help people make the right choices without remembering all factors they should be taking into consideration
  • Visible history - chatbots maintain full past history of actions in the same window. This can be useful in some circumstances

Not all of these are equally compelling but I think they are legit in the right circumstances. It would be nice to know which of these IT has in mind :)

Cheers,
-- Stephen.

====================================
Stephen Bounds
Director & Principal Consultant
knowquestion Pty Ltd
E: sb@...
M: 0401 829 096
====================================
On 26/01/2017 2:03 AM, Robert Bogue rbogue@... [sikmleaders] wrote:

 

Jamie –

 

Can I suggest that you have them define the requirements before building starts?  This feels like a “it’s cool” project rather than one that’s being pursued to address a specific objective.

 

If you start with what are the barriers or friction points that you hope to solve – and then drive into enough detail to identify the content that needs to be highlighted… you may find that you’ll end up driving the Chat bot with search in the first place.  If that’s the case, you could work on getting it so that search returned the right results.  From there if you still needed the additional interface of a chat bot it could be built…

 

You may not be able to stop this train but I tend to like train tracks down before I get the train rolling.

 

Rob

 

-------------------

Robert L. Bogue

Find me Phone: (317) 844-5310  Blog: http://www.thorprojects.com/blog

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Wednesday, January 25, 2017 9:36 AM
To: sikmleaders@...
Subject: [sikmleaders] Re: Any Experience Here with Virtual Agents/Chat Bots?

 

 

Hello to all, 

 

Thank you so much for your very quick and thought provoking responses. 

 

Robert - yes, this is still my question as well. The only response I have today it that we are looking for a quick win as this will be in-house built (not licensed, etc.), connected to our various systems via APIs, and integrating a natural language service as well as AI agent. Regardless of what we do with the chatbot, I know that some processes, systems, etc. will need to be upgraded, fixed, etc. in order for this to gain traction, and widen its scope. We'll start small and then expand.

 

Stephen and Frank - great questions to ask as well. The project is wholly-owned by IT and will involve the participation of other departments in the future. My main concern is the collection, feeding, ownership of data, its related governance, analysis, and re-usability (decoupling). 

 

I don't have answers to all of these, but welcome any other comments/ suggestions.

Thanks again!

Jamie



Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Robert L. Bogue
 

Jamie –

 

Can I suggest that you have them define the requirements before building starts?  This feels like a “it’s cool” project rather than one that’s being pursued to address a specific objective.

 

If you start with what are the barriers or friction points that you hope to solve – and then drive into enough detail to identify the content that needs to be highlighted… you may find that you’ll end up driving the Chat bot with search in the first place.  If that’s the case, you could work on getting it so that search returned the right results.  From there if you still needed the additional interface of a chat bot it could be built…

 

You may not be able to stop this train but I tend to like train tracks down before I get the train rolling.

 

Rob

 

-------------------

Robert L. Bogue

Find me Phone: (317) 844-5310  Blog: http://www.thorprojects.com/blog

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Wednesday, January 25, 2017 9:36 AM
To: sikmleaders@...
Subject: [sikmleaders] Re: Any Experience Here with Virtual Agents/Chat Bots?

 

 

Hello to all, 

 

Thank you so much for your very quick and thought provoking responses. 

 

Robert - yes, this is still my question as well. The only response I have today it that we are looking for a quick win as this will be in-house built (not licensed, etc.), connected to our various systems via APIs, and integrating a natural language service as well as AI agent. Regardless of what we do with the chatbot, I know that some processes, systems, etc. will need to be upgraded, fixed, etc. in order for this to gain traction, and widen its scope. We'll start small and then expand.

 

Stephen and Frank - great questions to ask as well. The project is wholly-owned by IT and will involve the participation of other departments in the future. My main concern is the collection, feeding, ownership of data, its related governance, analysis, and re-usability (decoupling). 

 

I don't have answers to all of these, but welcome any other comments/ suggestions.

Thanks again!

Jamie


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Jamie Martino
 

Hello to all, 

Thank you so much for your very quick and thought provoking responses. 

Robert - yes, this is still my question as well. The only response I have today it that we are looking for a quick win as this will be in-house built (not licensed, etc.), connected to our various systems via APIs, and integrating a natural language service as well as AI agent. Regardless of what we do with the chatbot, I know that some processes, systems, etc. will need to be upgraded, fixed, etc. in order for this to gain traction, and widen its scope. We'll start small and then expand.

Stephen and Frank - great questions to ask as well. The project is wholly-owned by IT and will involve the participation of other departments in the future. My main concern is the collection, feeding, ownership of data, its related governance, analysis, and re-usability (decoupling). 

I don't have answers to all of these, but welcome any other comments/ suggestions.
Thanks again!
Jamie


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Stephen Bounds
 

Hi Jamie,

I've been researching and experimenting with chat interfaces recently.

I think it's important to remember that chatbots are typically just conversational text interfaces to existing information structures and systems. They aren't a magic bullet and you still need an information architecture. The three main design questions you need to answer are:

  • How will navigation work (push / pull / hybrid), and how is the navigation structure being generated and maintained?
  • What workflow processes are we embedding into the chat interface and why?
  • What information/service endpoints are we exposing through chat and why?
Push navigation is "You are in a large open plan office. You see a water cooler. There are exits to the north and south. What do you want to do?" Compare to pull navigation which is "Hi. I'm Chatbot. How can I help?"

Workflow processes imply state management by your chatbot. You need to be able to track state transitions and variables across multiple interactions, as well as identifying and querying your users for missing information.

Endpoints on the other hand, follow simple request / response models and are typically stateless. "Siri, what's the weather today?" is an information endpoint. "Can you show me all expense claims for the last week?" might be another. A generic search service might handle all requests that are not otherwise understood.

There is the option to introduce all kinds of neural network and AI goodness on top of this, but fundamentally all chatbots rely upon these three components.

Cheers,
-- Stephen.
====================================
Stephen Bounds
Director & Principal Consultant
knowquestion Pty Ltd
E: sb@...
M: 0401 829 096
====================================
On 26/01/2017 12:09 AM, martinojamie@... [sikmleaders] wrote:

 

Hello everyone, 


Picking up a 8 year old conversation just proves that this community can provide true value!

My present company is now, too, looking into setting up a chatbot in order to help ease findability and give a sense of direction to our very large SharePoint environment, help desks, etc. to (initially) new comers and their managers. From a KM perspective, my concern lies in the already present missing links in how our data is managed, searched, discovered, analyzed and leveraged to promote business objectives, but I do believe this is a great starting point. 

If any of you have experience or can add to the list of questions I should be asking (new territory), that would be great!

Thanks in advance. 
Best, 
Jamie


Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

Frank Guerino
 

Hi Jamie,

I was recently involved in the implementation of a Virtual Agent/Chat-Bot for an insurance company.  Here are just a handful of things you’ll want to consider…

  • Ownership
    • Who in the business will own it?
    • Who will own it in IT/IS?
  • Licensing
    • How is it licensed? (E.g. One License Per Instance or One License Per Multiple Instances?)
    • Are you charged by the transaction?
  • Funding
    • Who will fund its initial role out (people, processes, and technologies)?
    • Who will fund its regular technical upgrades and all dependencies (people, processes, and technologies)?
  • Customization and Coding
    • Is the tool configurable or will it require coding (especially for integration)?
    • If coding, how much?
  • Source data/content
    • How will you feed it?  VAs require a great deal of well-structed and well-documented “data”? (Even content must be structured as data.)
    • Who will own source content/data?
    • How will you handle the data governance and mastering of data fed into the VA?
    • How will you handle the data governance and mastering of data received from the VA?
      • How will you decouple the data/content from the technology so that you can reuse it in other solutions (non-VA related)?  You do not want it to reside in the VA system, if you can avoid it, because other tools might also need it and you don’t want multiple copies of the truth.
    • Integration
      • How will you collect it all data and store so that you can feed it into the VA?
        • How many different systems will you need to integrate to make the VA successful?
      • How will the VA feed its data into other systems?
      • How easy is it to integrate the VA into your existing customer support experience (customer support tools, technologies, processes, etc.)?
    • Security
      • How will you handle Records Management?  For example, if a person is logged into the environment and you know who they are, they might be providing PCI, PII, or PHI (healthcare) data/info that may be recorded in the conversation.  Different levels of privacy might effect different solutions for retention.
    • Escalation
      • How will you handle situations where the VA cannot help and the handoff to another system or human has to be handled smoothly and transparently?
    • Business Intelligence & Analytics
      • Does the VA system have built-in historical analytics?
      • Does the VA system have built-in predictive analytics?
      • Who will need VA-related analytics?
      • How frequently will they need it?
      • How will you collect data from the VA system for analytics?
      • How will you build your analytics from the data?

    I hope this helps.

    My Best,

    Frank
    Frank Guerino, Managing Partner
    The International Foundation for Information Technology (IF4IT)
    http://www.if4it.com
    1.908.294.5191 (M)

    From: SIKM Leaders <sikmleaders@...>
    Reply-To: SIKM Leaders <sikmleaders@...>
    Date: Wednesday, January 25, 2017 at 8:09 AM
    To: SIKM Leaders <sikmleaders@...>
    Subject: [sikmleaders] Re: Any Experience Here with Virtual Agents/Chat Bots?

     

    Hello everyone, 


    Picking up a 8 year old conversation just proves that this community can provide true value!

    My present company is now, too, looking into setting up a chatbot in order to help ease findability and give a sense of direction to our very large SharePoint environment, help desks, etc. to (initially) new comers and their managers. From a KM perspective, my concern lies in the already present missing links in how our data is managed, searched, discovered, analyzed and leveraged to promote business objectives, but I do believe this is a great starting point. 

    If any of you have experience or can add to the list of questions I should be asking (new territory), that would be great!

    Thanks in advance. 
    Best, 
    Jamie


    Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

    Robert L. Bogue
     

    Jamie –

     

    Can I ask why you’re looking for another technology solution to support a broken process?  Sorry, I love technology and it’s fun to work on cool things but if the core issues are information architecture all a Chat Bot will do is patch up an already bad situation.   If you’re going to spend time to train the chat bot, why wouldn’t you train search with promoted results?

     

    Perhaps I’m in a grumpy mood this morning but it seems to me that organizations all too often jump to the next search engine, platform, or technology when what they need to do is get a handle on why their current systems aren’t working.  (Here’s a hint.  It’s people – and the reason the people aren’t working is because they’ve not been supported sufficiently.)

     

    Rob

     

    -------------------

    Robert L. Bogue

    Find me Phone: (317) 844-5310  Blog: http://www.thorprojects.com/blog

     

    From: sikmleaders@... [mailto:sikmleaders@...]
    Sent: Wednesday, January 25, 2017 8:09 AM
    To: sikmleaders@...
    Subject: [sikmleaders] Re: Any Experience Here with Virtual Agents/Chat Bots?

     

     

    Hello everyone, 

     

    Picking up a 8 year old conversation just proves that this community can provide true value!

     

    My present company is now, too, looking into setting up a chatbot in order to help ease findability and give a sense of direction to our very large SharePoint environment, help desks, etc. to (initially) new comers and their managers. From a KM perspective, my concern lies in the already present missing links in how our data is managed, searched, discovered, analyzed and leveraged to promote business objectives, but I do believe this is a great starting point. 

     

    If any of you have experience or can add to the list of questions I should be asking (new territory), that would be great!

     

    Thanks in advance. 
    Best, 

    Jamie


    Re: Any Experience Here with Virtual Agents/Chat Bots? #AI #call-center

    Jamie Martino
     

    Hello everyone, 

    Picking up a 8 year old conversation just proves that this community can provide true value!

    My present company is now, too, looking into setting up a chatbot in order to help ease findability and give a sense of direction to our very large SharePoint environment, help desks, etc. to (initially) new comers and their managers. From a KM perspective, my concern lies in the already present missing links in how our data is managed, searched, discovered, analyzed and leveraged to promote business objectives, but I do believe this is a great starting point. 

    If any of you have experience or can add to the list of questions I should be asking (new territory), that would be great!

    Thanks in advance. 
    Best, 
    Jamie


    Article: Semantic Wikis - Pros and Cons #semantic #wikis

    Frank Guerino
     

    Hello All,

    Semantic Wikis are an evolution of the more traditional content-only Wiki that facilitate the embedding of Semantic Tags.  For those interested, the article “Semantic Wikis – Pros and Cons” helps explain them and their traits. (The full address is: http://www.if4it.com/semantic-wikis-pros-cons/).

    I hope you find it interesting and useful.

    My Best,

    Frank
    Frank Guerino, Managing Partner
    The International Foundation for Information Technology (IF4IT)
    http://www.if4it.com
    1.908.294.5191 (M)


    Re: Global Knowledge Management Congress & Awards? #awards #conferences

     

    I attended last year.  I also presented a few sessions as well. 

     

    Bill

     

    From: sikmleaders@... [mailto:sikmleaders@...]
    Sent: Monday, January 23, 2017 07:42
    To: sikmleaders@...
    Subject: [sikmleaders] Re: Global Knowledge Management Congress & Awards?

     

     

    Any updates on this issue, Connie? Tom? Others? PM is welcome or just participate in the poll!

    I'm just asking because I updated the KMedu Hub's conference pages and added this 2017 Congress.

    Reviewing the last years winners I assume you did not attend, cause you're not listed as award winners. Strange! Bob Dylan got his Nobel Prize even without attending the ceremony ;-) On the outher hand I see a few known people like Helen Paige, Bill Kaplan, Zach Wahl, or Rudolf D'Souza on the award list. Any of them here in the community? Any feedback from them what they think about this congress?

    Anyway, I added the conference with a link to this discussion so that people can decide for themselves what they should think about this congress and practice to value and award people, resp.

    Global Knowledge Management Congress & Awards* | KMedu Hub

    image

    Global Knowledge Management Congress & ...

    The Global Knowledge Management Congress & Awards1) Attention!… is a part of the World Education Congress, organized by Fun and Joy at Work, for...

    Preview by Yahoo

     

     

     

     


    Re: Global Knowledge Management Congress & Awards? #awards #conferences

    Boris Jaeger
     

    Any updates on this issue, Connie? Tom? Others? PM is welcome or just participate in the poll!

    I'm just asking because I updated the KMedu Hub's conference pages and added this 2017 Congress.

    Reviewing the last years winners I assume you did not attend, cause you're not listed as award winners. Strange! Bob Dylan got his Nobel Prize even without attending the ceremony ;-) On the outher hand I see a few known people like Helen Paige, Bill Kaplan, Zach Wahl, or Rudolf D'Souza on the award list. Any of them here in the community? Any feedback from them what they think about this congress?

    Anyway, I added the conference with a link to this discussion so that people can decide for themselves what they should think about this congress and practice to value and award people, resp.

    Global Knowledge Management Congress & Awards* | KMedu Hub

     





    Re: January 2017 SIKM Call: Arno Boersma - Design Thinking for KM #monthly-call #design-thinking

    Daan Boom
     

    Dear Arno:

    Message from the Pacific. Happy to discuss this topic further. Due to the time difference between the Pacific and the US I was not able to follow the Design Thinking presentation ‘live’ but thanks to the excellent SIKM Yahoo group the session was captured. One thing I noticed was that you put DT and KM on par. Maybe I misunderstood but I see DT as an important development but nevertheless a sub-part of KM, a tool to be used to support various knowledge initiatives. 

    But coming back to your question on the small islands. Indeed small islands states face different challenges, the scattered nature of the islands and their relatively small populations means for instance that transport costs are extremely high and time consuming and maintaining an adequate knowledge base difficult to build and maintain. The islands also face the limitations of economies of scale in almost any sector. Through enhanced regional collaboration and building regional institutions they can, to some extend, mitigate some of the economies of scale challenges but it requires strong and visionary government support of the participating islands. From the BREXIT discussions I distill the extreme difficulties to UK government faces with re-building capacities of functions transferred to the EU. The effective use of both the Internet and electronic media are important instrument to establish connections and create a transparent environment for knowledge to flow. In the Pacific there are good examples of ‘knowledge hubs’ providing sector/thematic knowledge services to islands (for instance on climate change adaptation, disaster risk reduction, education. I’m aware of hubs in the Caribbean established/supported through interventions of the Caribbean Development Bank and IDB. You may wish to connect with these development banks to list existing knowledge hubs in the region. 

    Daan

    On 19 Jan 2017, at 20:45, Arno Boersma arnovation@... [sikmleaders] <sikmleaders@...> wrote:


    Dear community, 
    It was a great pleasure to present to you all a few days ago. If you have any questions that may still pop up, just let me know.

    I do have a question for you: I am currently developing a center of excellence for small islands around the world. It's a global knowledge hub for their sustainable development, a UNDP/Gov.of Aruba initiative. Biggest challenge, of course, is how to engage these geographically dispersed 'islands of knowledge' - from the Pacific to the Caribbean - to get knowledge flowing for the benefit of all...

    Does anyone have examples, insights, experience, lessons, or suggestions for a successful global knowledge hub? Your knowledge is much appreciated.

    Thanks!
    Arno

    On Jan 17, 2017, at 13:56, stangarfield@... [sikmleaders] <sikmleaders@...> wrote:

     

    TO: SIKM Leaders Community

    Today we held our 147th monthly call. Here are the details:

    Thanks to Arno for presenting, to Catherine Shinners and Mary Abraham for live tweeting, and to the members who participated in the discussion. Please continue the discussion in the Yahoo! Group by replying to this thread.




    Re: KM org structure pros and cons #governance

    Tom Reamy <tomr@...>
     

    I like Patrick’s and Frank’s discussions of the factors that go into how to organize KM. And, yes, where and how KM is done and situated needs to be carefully approached on the basis of a deep understanding of the organization as a whole, but it seems to me that there are still general arguments that some kind of independent KM group is usually best – or at least should be the starting model which might have to be adapted to specific situations and organizations.

     

    There are many arguments to support this, but just to mention a few:  knowledge and information are part of everyone’s job but if you look at groups that are similar in function to KM, it’s clear that they all need a solid infrastructure to function well.  In the case of the similar function, IT, there are all sorts of specific IT functions that are unique to each part of the organization, but they all tend to share a basic infrastructure.  In the case of KM, it is more of a semantic infrastructure than a technical infrastructure.

     

    And from a purely practical perspective, when I look at the projects that my company has done for a broad variety of large and small organizations, the best path to success has always been when there is an independent KM group leading.

     

    In my book, Deep Text, I devote the last three chapters to how to create an enterprise text analytics department and while no one approach is best for everyone, starting with a model of an enterprise department and adapting to specific situations is an approach that I have found to be powerful and practical.  That was in the context of promoting text analytics as a foundation for all information and knowledge-based activities so a broader answer might be to create an information/knowledge department that included text analytics, taxonomy and other knowledge organizations, and other information technologies like search, CM and SharePoint, BI, CI, etc. and partners like learning and development groups. In other words, an IT department that actually paid as much attention to information/knowledge as technology (today it seems more like 90% technology and 10% information).

     

    Lastly, the factors that Frank and Patrick bring up, while important, seem to me to have mostly to do with how a KM function operates than where it is located.  I agree with Stan that KM should not be within an IT department (as currently implemented), but IT needs to be a major partner and how IT operates can provide a good model for how KM should fit in the organization: An infrastructure function that contains a common core that supports a variety of functions throughout the organization with “local” variations as needed.  Best of both worlds.

     

     

     

     

    Tom Reamy

    Chief Knowledge Architect

    Author: Deep Text

    KAPS Group, LLC

    www.kapsgroup.com

    510-922-9554 (O)

    510-333-2458 (M)

     


    Re: KM org structure pros and cons #governance

     

    One of the things I have learned is that initial thoughts can be misleading.  Meaning, I always find that decision where KM should sit in the organization depends on the results of an assessment of the not only the business and operational environment of the organization (public or private sector), but also the KM environment. This also requires a look at the culture and workforce dynamics.  My initial thoughts have been modified based on the results of this careful analysis done on all of our client projects.

     

    The KM governance/support structure and location is never the first decision made in a KM strategy and implementation...it is most always one of the last things addressed because I have found that the organization ops, tempo, and culture will indicate the best sustainable fit for the KM organization, it’s mission, and its location.

     

    Best

     

    Bill

     

     

     

      

     

    Learn more about the solutions and value we provide at www.workingknowledge-csp.com

     

     

     

    From: sikmleaders@... [mailto:sikmleaders@...]
    Sent: Wednesday, January 18, 2017 12:52
    To: sikmleaders@...
    Subject: Re: [sikmleaders] Re: KM org structure pros and cons

     

     

    Hello Stan and all.  This question of 'where does KM belong' has been critical in my experience to get credibility.  

    We went with #1 customer / organization with the largest monies -- and toughest sell -- to start.  

    I absolutely agree w/ Stan - that it would be an Operations-type organization.   Where we might slightly disagree;  I wouldn't select it because it's neutral.  Again - I'd select it because of the credibility that Organization has.  Stakeholder management has been huge in my work.  And once we got Ops [or Engineering, etc] to take notice and own KM by housing its organization, life became easier!

     

    Very interesting topic.....

     

    Wendy Valot


    From: sikmleaders@... <sikmleaders@...> on behalf of stangarfield@... [sikmleaders] <sikmleaders@...>
    Sent: Wednesday, January 18, 2017 7:56 AM
    To: sikmleaders@...
    Subject: [sikmleaders] Re: KM org structure pros and cons

     

     

    Where does KM belong? Not under IT, HR, or some other stovepipe. If there is no independent Chief Knowledge Officer who reports to the CEO, then some neutral organization such as Operations is the best place.


    A virtual team made up of KM champions from each key organization is a good way to balance a central team with distributed representation. See Knowledge Management Implementation Plan and KM Program Governance for details.

     


    Re: January 2017 SIKM Call: Arno Boersma - Design Thinking for KM #monthly-call #design-thinking

    Arno Boersma <arnovation@...>
     

    Dear community, 
    It was a great pleasure to present to you all a few days ago. If you have any questions that may still pop up, just let me know.

    I do have a question for you: I am currently developing a center of excellence for small islands around the world. It's a global knowledge hub for their sustainable development, a UNDP/Gov.of Aruba initiative. Biggest challenge, of course, is how to engage these geographically dispersed 'islands of knowledge' - from the Pacific to the Caribbean - to get knowledge flowing for the benefit of all...

    Does anyone have examples, insights, experience, lessons, or suggestions for a successful global knowledge hub? Your knowledge is much appreciated.

    Thanks!
    Arno

    On Jan 17, 2017, at 13:56, stangarfield@... [sikmleaders] <sikmleaders@...> wrote:

     

    TO: SIKM Leaders Community

    Today we held our 147th monthly call. Here are the details:

    Thanks to Arno for presenting, to Catherine Shinners and Mary Abraham for live tweeting, and to the members who participated in the discussion. Please continue the discussion in the Yahoo! Group by replying to this thread.

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