Defining … Some ThoughtsPosted: September 30, 2009
This seems to be the season for fundamental re-thinks. It began with Dave Snowden’s post about alternative to CKO, which delved into the relationship between business units and KM. I had published a poll about the same topic (which is open till 10th October), and blogged about Dave’s thoughts. And something i have been thinking about for a few days (the reason i havent been able to blog about this earlier is simply laziness) … how could one define KM. And came across this post by Dave Snowden, defining KM, which i think is a very good description of what KM should be doing in an organization.
I think the definition Dave gives describes KM quite well:
The purpose of Knowledge Management is to provide support for improved decision-making and innovation throughout the organization. This is achieved through the effective management of human intuition and experience augmented by the provision of information, processes and technology together with training and mentoring program.
Improved decision-making … this is something which was promised by information systems more than a decade back. Though decisions did improve, there is still the possibility of decision-making being more improved. How, one may ask. Till now, the paradigm of decision-making hasnt considered that decision-making is not a perfectly rational process. In other words, decisions arent always made on perfectly rational assumptions, or on information available, and that, even if theoretically, all possible information were available (which it cant), there would still be that factor x which is not totally definable, and which cannot be externalized, which influences decision-making. Could we call this tacit knowledge? Probably. Could we call this experience? Maybe. No matter what we call this, this remains the major aspect of Knowledge Management.
Add to this the aspect that it is not usually possible for everyone to have access to all possible information required to make a decision. Not only is this because of systemic constraints, but also because there is usually no single definition about what information is relevant, or required, for making a decision. In some scenarios there is, but not in all. Given this, one aspect of KM is also to get people connected with sources of knowledge, whether repositories, or people, and to get them access to knowledge, whether directly or indirectly, which may be relevant for decision-making. This is the essential value-proposition for tools like social networking.
Another aspect which Dave mentioned is about the positioning of KM in the organization. The essence is that at a centralized level, KM needs to be synchronized with the strategic imperatives of the organization, while implementation should be done at localized level. Implementation of KM initiatives should be within the context of the localized business requirements. This has a number of benefits. One, this ensures that while overall KM is aligned with strategic requirements, at the point of implementation, KM is aligned with specifics of business requirements. Two, this also creates a level of ownership for KM initiatives among business units. Three, it is easier to measure the impact of KM initiatives in highly localized context, where it is easy to define the way KM can impact the business, rather than at a generic level.