Where to start a KM project?
In my experience things, are different from firm to firm when starting KM. For a number of clients, the quick win is discovering "what they have!", it subtle ways this is often very different from "what they know". Strange how different companies are: some seek to 'discover' their intellectual capital to leverage this in the marketplace, others wish to find 'tacit knowledge stores', a few (those that really get it!) wish to reveal constraints placed on experimentation, discourse, investigation, diffusion; seek to understand how topics and conversations become authorised, regulated, sanctioned or subverted.
Easy wins are:
1) Expertise registers and directories
2) An integrated customer interface
3) Intranet access to legacy data
4) Personal homepages and electronic request forms
5) Web conferencing (many to many communication)
6) Self-service FAQs to reduce helpdesk calls
Hard issues are:
1) Appreciating KM is not about moving and organizing existing content, it is all about crafting new knowledge and making connections
2) Making the cultural shift from individual to group deliverables, rewards and recognition
3) Learning trust, appreciating diversity, cultivating CoPs and practicing dialog
4) Changing to the notion that most creativity and innovation takes place at the edge of chaos, moving from planning and prediction to experimentation, falling forward, fast response, embracing and living with uncertainty
5) Understanding, appreciating and applying the fundamental distinction between information and knowledge, 'managing' the tensions between explicit and tacit, external & internal knowledge.