Easy Knowledge management wins - ServiceNow Community

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6 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

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Jason Haugh

Knowledge Manager

The Ohio State University Medical Center
IT Department


Been in KM field for 20+ years


Division Manager/KM for Citigroup
late 80s


late 90s


Dir. Corp. Comm./KM for
MarTech

late 90s


mid 2Ks


Independent KM consultant
mid 2Ks


Been with OSUMC for 3 years


Implemented KM in various industries with
organizations of various sizes


Look at highest
volume of cases


Configuration Item


Assignment Team


Location


Cases resolved within
30 minutes


Analyze cases for
Knowledge


Goal: Eliminate 10%


Engineers/Tech People


Hate documentation/writing (Bad for you)


Also hate customers (Good for you)


Ask them what their top 3 pet peeves are with customers


Work to get into Knowledgebase and get word out


Follow
-
up for a success story



People dead
-
set against Knowledge


Think KB will replace them


Ask them if they like pile of email/issues after time off
because only they know something


People like to be recognized for
something
.


People will contribute if there’s something in it
for them


status.


Find ways to reward contributions and
feedback.


“Stinky Shoe of Knowledge Impartation”
award


Knowledge Luminary award


Get creative with your Knowledgebase to drive
usage.


Allow joke submissions (within taste, of
course).


Allow index submissions (groupings of
websites on topics)


Allow SME submissions


Word of mouth will take over


You can eventually prune “dead” wood


Evangelism


Any zealous effort in
propagandizing for a cause


For me, evangelism is the process of selling a
dream


the dream of better environment through
Knowledge


Evangelism is better than traditional initiatives
because:

1.
It yields long
-
lasting and dramatic changes

2.
It sustains itself

3.
It grows


You job is to attract like
-
minded individuals, share
a vision and have them go and spread it.