Title: Tacit and Explicit: Measure and Map it
1Tacit and ExplicitMeasure and Map it
- KM World
- Wednesday October 31, 2001
- Valdis Krebs, Margaret Logan, Eric Zhelka
2Knowledge emerges through the interaction of
people in clusters
Knowledge emerges through the interaction of
people in clusters
3Network Analysis Reveals...
- informal leadership of the group
- influencers on products/processes/services
- product/process experts (hubs and authorities)
- fragmentation and structural holes
- communities of practice/interest
- the use and re-use of knowledge artifacts
- the reach of people and the organization
4Community of Practice
KnowledgeArtifact!
Confirmed Tie
5Knowledge Artifacts
Artifacts are the tangible things people create
or use to help them get their work done. When
people use artifacts, they build their way of
working right into them. --- Hugh Beyer and
Karen Holtzblatt Contextual Design Defining
Customer-Centered Systems
6Artifact Generator
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8Armstrong Enterprise Capital Model
9Armstrong Enterprise Capital Model
10Conductivity
vs.
11Porosity
12Conductivity
Conductivity
Connections
13Conductivity and Porosity
Value Added
Organizational Capability
Market Demands
Time
H. Saint-Onge
14Organizational Networks
c
- Closed Network
- Low Performance
- Few independent sources of info
- Effective size is smaller
- Little Diversity (more homogeneous)
- Dense
- Entrepreneurial/Open Network
- High Performance
- Many independent sources of info
- Effective size is greater
- Great Diversity
- Not as dense
15Network Metrics
- Network size
- Number of relationships
- Clustering Coefficient
- Redundancy
- Effective Network size
- Reach-In Reach-Out
- Porosity
16REACH
- .a measure of local access in the network
i.e. the number of connections that can be
reached in one or two steps. - Reveals the influence of a node
17REACH-In
- High REACH-In means that many people reference
this individual - Also applies to knowledge artifacts if it is an
influential source document
18REACH-Out
- High REACH-Out means this individual connects to
other individuals who are also good connectors - Applies to knowledge artifacts if many
influential source documents are referenced
19Hubs and Authorities
- High Reach-In is known as an Authority
- High Reach-In AND High Reach-Out is known as a
Hub
20KNETMAPTM
- A means to monitor the constantly changing
dynamics of our enterprise information flows
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22An MRI of your organization...
- All the key players in the various networks
- Whos not well connected but should be
- Use and Re-Use of knowledge artifacts
- What relationship building beyond the borders
looks like
23What if you could query your organization... and
get this information daily or weekly?
24How to gather data?
- Surveys?
- Voluntary contributions?
- Daily Question?
- Weekly Question?
25Question of the WeekTM
- Sent via email
- Each individual response builds an organizational
map - With each submission, it becomes clear who the
experts arethe picture comes into focus as data
is submitted
26Korn/Ferry International Report
- More Than 70 Percent of Employees Report
Knowledge is Not Reused Across the Company - Importing Knowledge is Keythrough effective
external partners - Changing the focus and behaviour of employees at
all levels lies at the core
27Case Study QofWeek in IT Firm
- Konverge Digital Solutions Inc. (Toronto)
- 25 developers, programmers and systems analysts
- 7 years old
28Strategic Objectives
- 30 Growth
- More reuse of code
- Higher awareness of extended expert network
- Customer centricity
- Faster integration of new staff
29Question of Week
- Week 1 To whom do you go to solve complex
problems concerning .Net technologies? - Week 2 To whom do you go to solve complex
problems concerning XML? - Week 3 To whom do you go to solve complex
problems concerning JAVA?
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33InFlow 3.0
- Organizational Network Analysis software
- Used by int./ext. consultants since 1993
- Network Visualization
- Network Metrics
- Centrality
- Structural equivalence
- Cluster analysis
- Small-world analysis
- Network vulnerability
- Two-way data flow with Knetmap
34InFlow Results
To whom do you go to solve complex problems
concerning .Net technologies?
QoW 1 Reach (In) 0.690 Agnelo Dias
0.655 Young Yang 0.655 Yuchun Huang
0.621 Wilson Hu 0.586 Edna De La Paz
0.448 Jeremy Brown 0.379 Eric Zhelka
0.310 John Morning 0.138 Howard Thompson
0.138 Louisa Hu 0.103 Arik Kapulkin
0.069 Dino Bozzo 0.069 Steve Chapman
0.034 Angelo Del Duca 0.034 Hugh McGrory
0.034 John Macdonald 0.034 Leif Frankling
0.034 Sherwin Shao 0.034 Susie Guo
35InFlow Results
To whom do you go to solve complex problems
concerning XML?
QoW 2 Reach (In) 0.783 Agnelo Dias
0.739 Wilson Hu 0.652 Jeremy Brown
0.609 Dino Bozzo 0.609 Young Yang
0.478 Alex Bozzo 0.478 Louisa Hu
0.348 Eric Zhelka 0.261 Alex Hodyna
0.261 Sherwin Shao 0.261 Yuchun Huang
0.217 Arik Kapulkin 0.130 Brian Bennett
0.130 Howard Thompson 0.043 Blake Nancarrow
0.043 Julia Elefano 0.043 Laura Childs
0.043 Mahamed Idle 0.043 Susie Guo
36InFlow Results
To whom do you go to solve complex problems
concerning JAVA?
QoW 3 Reach (In) 0.750 Young Yang
0.708 Agnelo Dias 0.708 Wilson Hu
0.458 Eric Zhelka 0.417 Jeremy Brown
0.292 Alex Hodyna 0.292 Dino Bozzo
0.208 Sherwin Shao 0.125 Steve Webster
0.083 Arik Kapulkin 0.083 Brian Bennett
0.083 Howard Thompson 0.083 John Macdonald
0.083 Louisa Hu 0.042 Alex Bozzo
0.042 Laura Childs 0.042 Yuchun Huang
37Two departments...
- Two newly merged IT departments
- With whom will you seek opinions on best
practices in requirements analysis and writing
requirement specifications?
38Results after first hour...
39Use and Re-Use of knowledge artifacts
- Encourages better objectivity
- Encourages better documentation
- Can be built into the mindset of programmers
- Indicator for peer code approval
- A form of signature
40Searchable Expertise
- Retrieve previous QofWeek results on a particular
issue of expertise - QofWeek institutionalizes information about
expertise
41Right-clicking on node links to Yellow Page
42Yellow Page
43Yellow Page contains Artifact List
44Artifact Generator
45Reach IN/OUT and Inside/Outside T
46What We Learned
- 4 respondents entered data (contacts)
incorrectly first time (by not understanding the
question or by second-guessing the purpose) - subsequent QofWeeks went smoothly
- Need to make data gathering simple and painless
47Next Steps
- Repeat QofWeekTM in 3 months
- Develop better questions based on the indicators
(see Sveibys Intangible Assets MonitorTM) - Consider automated requests to expert nodes
(hubs/authorities) to populate their Yellow Page
with artifacts related to their expertise
48Conclusions
- We can establish quantitative measures for any
type of network - 52 weekly questions construct a unique
organizational profile in one year - Gathering survey data via email is highly
effective
49Benefits to Membership
- Encourages networking
- Excellent feedback system
- T-metric a useful indicator for both
intra-company and inter-company relationship
building - New employees integrate faster
50Addresses known KM Challenges
- Managing tacit and explicit knowledge
simultaneously - Locating internal and external expertise
- Managing loss of critical know-how
51Addresses known KM Challenges
- Visualizing the impact of organizational changes
- Encourages knowledge sharing
- Exposes expertise innovation
- Provides context to static data (databases)
52Further Information
- KNETMAP knetmap.com
- Valdis Krebs valdis_at_knetmap.com
- Margaret Logan marglogan_at_knowinc.com
- Eric Zhelka eric_at_konverge.com
- Krebs Toolkit krebstoolkit.com(January 2002)
53Coming soon First quarter 2002
54We thank and acknowledge the support of The
National Research Council of Canada