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June 28, 2005

Tools for collaboration

How do you pick the 'best' tool for collaboration when attention shifts, activities change and engagement exhibits a rhythm?

  • Wiki - collaborative writing, concept centric text collecting, mapping, business intelligence - needs a responsible community
  • Conversation engines - building social capital, co-ordination, dialog, exploration, planning - easier to adopt that a wiki
  • VoIP - immediate feedback, presence detection, back-channel - helps speed things along
  • IM - quick contact, passing URLs, cross-checking - part of the collaborative arsenal choose a tool that records
  • Web surveys - gathering semi-structured inputs - infrequent use, mainly to poll and gather feedback

Often times starting with a conversation engine (Caucus, WebCrossing), that allows linear scrolling to enable context, gets the juices flowing. When things turn to 'doing' and away from 'just talk', turn to a Wiki - hammer out a joint document, contract or plan.

Use IM and VoIP as cement to build relationships and maintain strong ties, capture attention, and to keep the show on the road - gentle reminders?

When you need to alert a wider audience, obtain push-back or to ask those penetrating questions, consider blogs or web-enabled survey tools.

Tools for (personal) learning need parts of all of the above

June 27, 2005

The shape of knowledge

Dave nails it

"So, what happens when we shake knowledge off of paper? Quick example: Freed of the limitations of paper and publishing, topics get smaller and better aligned with human interests."

New shape of knowledge

June 26, 2005

The FAQ - revisited

How can the humble FAQ contribute to leaning, decisions and knowledge sharing?

FAQs can be gathered (mined) and represented in many ways. One way gaining in popularity is to have a FAQ option or tag when closing a service or helpdesk ticket. There is an increasing focus on FAQs to enable web-based self-help thus reducing calls to the helpdesk.

FAQs share many characteristics with patterns & canned helpdesk answers - proven effective solutions to common problems, steps and actions to be taken, 'see also' links to related issues. Good FAQs provide a learning experience and ways to quickly confirm the 'diagnosis' upfront.

Example of a comprehensive FAQ: http://www.htmlhelp.com/faq/html/all.html

Best practices for self-help: http://www.destinationcrm.com/articles/default.asp?ArticleID=4369


Thoughts & enhancements

  • Allow RSS subscription
  • Enable feedback - to collect context and examples where the script does not work
  • Include pointers to experts and decision trees (for more complex problems)
  • Have background graphics & text - i.e. 'learn more' tab, training, expert services, see pics
  • Think about workflow and escalation - where to go if the answer does not work?


Examples of FAQs about KM

http://www.sveiby.com/faq.html

http://www.ebizwebpages.com/qwtinc/km_faq

http://knowledgemanagement.ittoolbox.com/DOCUMENTS/default.asp?Section=FAQs

http://choo.fis.utoronto.ca/KMfaq/


Q&A about KM

http://www2.cio.com/ask/category.cfm?CATEGORY=18&Go=Go

http://www.askmecorp.com/product/default.asp  - a FAQ ecology?

 

 

June 25, 2005

Explicit knowledge

Even the best documentation does not capture deep knowledge


I guess the point I'm trying to make is documentation alone does not = knowledge. To retain knowledge against attrition, you have to have a community that can appreciate the context, understand the issues, share the tricks, interpret and adapt the explicit stuff to changing circumstances.

Agreed we need to know how to make things and deliver services, but that knowing does not come from documents, it emerges in the dialog around the practice. To capture and preserve the knowledge, not the data or information, but the meaning and the shared understanding, you need to sustain the community rather than store the document.

It really is around the tacit stuff, what you may feel, observe and never 'see' or read, the relationships, the mentoring, the validation by talking, by 'being' and through doing, that creates and preserves the knowledge. If we loose community we revert to information and have to bring forth the knowledge in another community to validate and refresh it.

Source: a bygone Brint conversation
 

Shared spaces

 

At the heart of collaboration and learning lies social interaction around artifacts, annotation, models, language and core documents.

Wandering around cyberspace, dabbling in forums and contributing to discussions around collaborative design, are leading me to pay more attention to annotation, situatedness, presence detection and interaction affordances.

Facile annotation:

Annotation / feedback is indeed a timely topic and close to the heart of a new conceptualization around learning. Delivery of content, even interactivity does not allow deep learning and the complete transfer of cognition, that comes from social interaction, shared spaces, critique, thinking together and collaboration around an artifact.

Annotation (in the widest sense) is emerging as the forgotten stepchild of eLearning and knowledge creation. This goes way beyond appending posit notes, writing in the margin or sequential replies to the editor; to collaborative writing & editing, refractoring, annealing text, notification and joint work at the artifactual level. Annotation is as much about continual 'access to edit your words', i.e., changing from serial static publication to continual revisiting and revising the script, as it is about telling your cohorts to come and 'see', comment, change and interact. These two aspects,:

  • empowerment to change      another's text,
  • unobtrusive / non-intrusive      notification (or presence detection) join the dance together
  • This takes discussion      'about' text to the next level, it allows interaction with the text      itself!

The Wiki paradigm is an interesting development here. Open source web code, that allows everyone edit access and enables publishing on the web with minimum fuss. Here you can change, append, intersperse, link-to, link-from, reformat and more. The text is always morphing & emerging, settling one hopes to a form than represents the group meaning!

Situatedness:

is ubiquitous, subtle and mostly represents context that is 'below our radar'.

  • Could this be about tacit      affordances when we interact in the same virtual space? a landscape or      territory we come to know and navigate without conscious thought - the      drive home.
  • Is there leverage for distributed      cognition and shared meaning in situatedness that we do not fully      comprehend or appreciate in knowledge work right now? My own experiences      with Wiki switchyards point to this I believe, the categories are almost      intuitive they have lost most of their 'signboard' qualities, I just know      and feel where to look next - intuitive navigation?

Affordance:

Have been collecting and reflecting on the 'affordances' that go with shared space:

  • A linked personal profile:      template for contact information learning desires and photo
  • Privacy gradients: ability to      spawn new spaces and determine who has access rights
  • Personal journals: separate      space for reflections, notes and individual summaries - aka blog
  • Web presence: ability to see      who is on-line with you, who has read what and who has been where
  • Collaborative writing: area      where everyone has edit rights to anneal and refactor joint works
  • File upload: links to or      within post upload of multimedia materials
  • Group e-mailer: sending      back-channel notices to all subscribers and the ability to receive posts      by subscription
  • Survey, polling and rating      system: finding out where participants stand on issues, what they wish to      do and providing a measure of consensus
  • Macros: for easy      cross-linking of posts, simple formatting and auto-parsing of URLs

Evolution:

There may be a evolution going on here. Most folks start with push, but the mail box and (shared) folder is a poor way to organize, remember and retrieve things. I point to how I use the medium, the advantages of intuitive navigation rather than search, the evidence from cognitive studies of situatedness, e.g. writing an exam in the same room you learn in raises scores. I try and articulate the leverage from persistent conversations

Check the writings of Ed Hutchins, John Seely Brown on situated cognition.

My experiment with a collaborative wiki

KM thought leaders

Alex Bennet's thesis got me wondering if KM thought leaders were any different from those in other domains?

  • Are not all thought leaders passionate about their subject?
  • Do thought leaders all aspire to the gaia? - a purpose higher than self
  • Does recognition alter leader beliefs?
  • Is the domain always a magnet? - promoting greater good

Query her selection and sampling, but this thesis clearly breaks new ground looking at KM as a cognitive movement.

Alex selected her thought leaders as follows:

"KM thought leaders are defined as those individuals (a) whose focus has been in the area of knowledge management for several years and continues in this or a related field, (b) who have published or edited books or multiple articles in the field, (c) who have developed and taught academic or certification courses in the area of KM, and (d) who have spoken about KM at multiple symposia and conferences."

Perhaps it is in the framing of the questions or the context of the interviews?, but the respondents all seem to share a very positive view of KM. Leaves me wondering if these KM thought leaders are going down one path and the rest of the world has taken a different turn?

Thoughts?

June 19, 2005

Where are KM's big guns ??

Looking over Alex Bennet's thesis in anticipation of the next AOK star series, I was struck by the relative absence of KM top guns from active participation in on-line forums, even blogging.

Alex lists these thought leaders:

Verna Allee, Debra Amidon, Ramon  Barquin, David Bennet, Juanita Brown, John Seely Brown, Francisco Javier Carrillo, Robert Cross, Tom Davenport, Ross Dawson, Steve Denning, Nancy Dixon, Leif Edvinsson, Kent Greenes, Susan Hanley, Clyde Holsapple, Esko Kilpi, Dorothy Leonard, Geoff Malafsky, Carla O'Dell, Larry Prusak, Madanmohan Rao, Tomasz Rudolf, Melissie Rumizen, Hubert Saint-Onge, Judi Sandrock, Dave Snowden, Tom Stewart, Michael J.D. Sutton, Karl-Erik Sveiby, Doug Weidner, Steve Weineke, Etienne Wenger and Karl Wiig.

The exceptions IMO are Dave Snowden, Debra Amidon (KB), Steve Denning, Hubert Saint-Onge who are active participants in KB and act-km and AOK.

Why, I'm asking are KM thought leaders rather reluctant to participate in open on-line forums?

  • It's a waste of time?
  • The returns are low (in comparison to writing articles or books & consulting)?
  • They are too busy - no time?
  • On-line medium(s) is not important?
  • Connecting, engaging in virtual dialog, being present on-line and contributing is not a practice they support?
  • On-line acitivity just does not build sufficient social capital?

Alex (p153) suggests the KM leadership is distributed, self-organizing, collaborative and natural.

This I would query, as there is little open debate, no creative abrasion and no inhabited forum for intense idea exchange. It seems that our top leaders have settled on a comfortable accommodation and have come to a (tacit?) agreement not to stir the pot.

What do you think?


 

June 18, 2005

PKM exercise

Personal knowledge management is an enigma !

Increase your knowledge of PKM, engage in a KB conversation and collaborate on wikipedia. Let's understand this concept, explore it's principles, gather the essentials and refactor our thoughts.

Seems the boundaries around personal knowledge management are not all that clear yet. There are a number of quite different views on what PKM is and why anyone should pay attention to this.

I see the critical skills of the individual knowledge worker as those that support:

  • networking and connectivity
  • open dialog and productive inquiry
  • collaborative virtual work
  • creating value via working with knowledge (very different from information)
  • community building and active participation in a domain practice

Others tend to focus on:

  1. technology and tool sets
  2. (personal) information access & organization
  3. analysis and decision making
  4. blogging, branding & presentation
  5. security, protection and intellectual property
  6. inquiry and individual learning

Perhaps the sweet spot for PKM is a blended approach?

IMO PKM that does not focus on networking, community participation, tacit knowledge exchanges and inquiry is pointed in the wrong direction. Personal voicing, thought organization and indivdual publication, do not do justice to the social components necessary for real knowledge work.

June 11, 2005

Social bookmarking - revisited

Been sometime since I explored social bookmarking. Here are ways to access shared KM links and to keep abreast of KM related stuff. WikiPedia has a great list of tools

KM related tags you may wish to use are: KM, knowledgemanagement, knowledge_management,  knowledge,  PKM, personal_knowledge_management.

It is useful to subscribe to the RSS feeds and have new entries sent to your aggregator (I use Bloglines)

Some bookmark tools include:

CiteULike - tagged links + repository (see comments)

Connotea - mainly for scientists

Del.icio.us - by far the most popular and largest

Del.irio.us - a Del.icio.us hack

Frazzle - PKM tool?

Furl - personal web

Jots - sparse KM coverage

Scuttle - low useage

Spurl - store links and text copy

 Zniff - a 'human search engine' based on Spurl

Another way to make sure you have things at your fingertips is to store the tag URL in your browser bookmarks (favorits) and visit the page when you feel the need. This is more akin to pull rather that push access.

Social bookmarking (I mostly use Del.icio.us), has become a useful and easy way to access KM related finds, it is almost part of my daily Internet tour. There is much redundancy - but often a gem or two will emerge from the sifting.

So how exacly are you using social bookmarking?