The importance of Joined-up KM

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I have blogged before about the evolution in KM thinking from tool, to toolkit, to framework. I have argued that the framework is more complete than the toolbox, as it includes not just a listing of the processes and technologies, but a definition of when they are expected to be used, and by whom. The framework adds the governance element (the expectation), and the roles element (the “by whom”).

The framework defines how KM is embedded into the work process and into the accountabilities in the organisation. Instead of the toolbox lying unopened in the garage, it is brought in and put on the table; made a part of how you work.

However there is one other main advantage to the framework, which is that it allows the elements of KM to be joined up.

When KM is treated as a kit of tools, there is a risk that each tool exists in isolation. The lesson learned tool collects lessons in a database, the knowledge retention tool creates retention reports, the community of practice tool hosts discussions, the video tool creates a library of videos, and the best practice tool creates a library of best practices. 

Where then do you seek for knowledge? Is the answer that you seek in the lessons database or the community forum, in a video or a retention report, or in the best practice collection? Or, in the worst case scenario, do you find contradictory answers in each? Or does each have its own taxonomy, making the seekers job even harder?

In a framework, these disparate tools are joined up, perhaps in the following ways:

• The community of practice leader is also the practice owner, accountable for making sure best practice guidance is developed where possible
• The community discussions, when complete, are converted into best practice guidance
• The results of knowledge retention exercises are also used to update best practice
• Videos are embedded into the best practice guidance
• The lessons learned system makes sure the practice owners are notified of any new lesson in their area of practice
• New lessons are notified to, and can be discussed by, the relevant communities
• After discussion, the relevant practice is updated based on the new lesson
• The structure of the communities is based on the same taxonomy as the best practice system and the lessons management system
• The metadata and taxonomy set is consistent across all three elements as well
• The operation of the communities and the creation of the best practice guidance is monitored and reported together.