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"So what is 'business-like', what have conversations got to do with it, and how can the use of the social web tools help?"
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Personal
The first level of benefit from using any social tool is to the individual. As most managers who blog at work discover, having a reason to record what we do, and why, can be a very effective use of the 15 minutes or so it takes to write the occasional blog post or forum contribution. Pausing to reflect on challenges and your responses to them may seem a waste of time but as A.A Milne once wrote 'Winnie was sure there was a way of coming down the stairs without his head banging if he could just stop his head banging long enough to think of it'.
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As people are discovering in their social lives, the little bits of information shared in Facebook can build a feeling of proximity and trust. Why would this not help build shared values and trust in the workplace?
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"Recently some select firms have forgone the necessity to prove return on investment (ROI), for KM, portal and Enterprise 2.0. However for the vast majority, ROI justification remains a constant. In this session at the 2010 ILTA Conference, the panel examined the basics of metrics, how to measure productivity rather than busyness, how to measure engagement and concrete ways to measure portal and Enterprise 2.0 applications.
As a baseline understanding for this discussion, metrics are numbers to gauge progress, i.e. a quantifiable means to measure if there is a move from one point to another. Firms engage in this activity to evaluate success and decide what to fund."
In Sense-making with PKM I described some personal knowledge management processes using various web tools. The overall process consists of four internal actions (Sort, Categorize, Retrieve, Make Explicit) and three externally focused ones (Connect, Contribute, Exchange). Personal knowledge management is one way of addressing the issue of TMI (too much information).
I've previously pondered over how we could possibly work with HR to ensure success for KM and can perhaps summarize some of the key points as follows: (I am assuming that the points below represent key components in HR strategies)
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Hire people with at least an average KM quotient
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Encourage informal learning mechanisms
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In fact, lately Xerox has started to tell its customers not to waste their money on unnecessary machinery purchases and is now selling consulting services to help those customers better manage the equipment they have in order to make their end-to-end printing processes as efficient and cost-effective as possible
What I found in my last conference call is that most of what we talked about in the call can also be done online, in our community page, when we are not present at the same time (asynchronous).
These are three types of things we did in the conference call, that cover blogs, forums, and wikis:
it seems clear that the new crop of collaboration tools, platforms and methods for enhanced collaboration are rapidly synthesizing and integrating fragmented or separate components of what was understood to be a KM-oriented system a few short years ago
their clients are struggling with adjusting to the Knowledge Economy, globalization and decreasing margins and Enterprise Adaptability prescribes collaboration and innovation to cure legendary agility gaps.
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