Confessions of a Knowledge Manager

“I can’t find the sodding thing that I’m looking for!”

It’s the type of exclamation you most certainly want to minimize in your firm. Right? We’ve dipped into our archive and happily returned to Andrew Trickett, his impassioned commitment to Knowledge Management, his belief in reciprocal altruism, and his solutions for minimizing such exclamations.

Andrew is Global Rail Knowledge & Information Manager at Arup. In this video, he shares how he has used his 13 years of experience in the field of Knowledge Management to meet three very important objectives:

1) Improved Profitability
2) Happier Employees
3) Less Divorce

Clearly, the implications of a healthy Knowledge Management program, fueled by a leader with a passion for his pursuit, goes well beyond the workplace.

Andrew gave this talk at KA Connect 2013 and it has been one of the most watched talks in our archive over the last several years. We hope you enjoy it as well.

Tales from the Field: Confessions of a Knowledge Manager

Andrew Trickett of Arup at KA Connect 2013

02:07 KM Aim #1: Reduce Time Spent Searching For and Gathering Information
02:44 Measure of Success: “Improved Profitability. Happier Employees. Less Divorce.”
03:39 KM Aim #2: Knowledge Reuse
03:41 “Why are you gathering Knowledge if you aren’t going to use it?”
04:09 Every Knowledge Manager needs to be able to answer the question “What’s In It For Me?”
04:28 The Relationship between Knowledge Management and Technology Tools
05:09 KM Aim #3: Conducting Knowledge Reviews While Projects Are Still Active
06:05 KM Aim #4: Improving Skills Networks (Communities of Practice)
07:00 “Forums are the crown jewel of any knowledge management system.”
07:20 Forum Example: Answers to a Question from Around the World in Less than 24 Hours
08:02 “When the call comes, the people of Arup, no matter how senior they are, rally around to help a colleague who asks a question on this forum. It’s because of our sharing culture.”
09:10 KM Program Element #1: Arup People
11:37 Arup People Example: The Unknown Expert 50 Yards Away
12:30 KM Program Element #2: Knowledge Reviews
12:40 “Knowledge Reviews help us capture value stories, provide learning opportunities, and continuously improve the business.”
13:21 “People want to share their knowledge because they want to help colleagues. I call it reciprocal altruism.”
13:58 “People remember people who help.”
14:20 “Trust is the killer of knowledge sharing.”
14:25 Advice for Conducting Knowledge Reviews
15:50 “I ask the daft question, the simple question, because I know no better. But sometimes out of that simple question can come massive insights.”
16:10 Tip #1: “Focus on the positive — say, ‘Areas for Improvement vs. Errors.’”
16:57 Tip #2: “Capture the experience, not the document.”
17:20 Tip #3: “Be interested and be curious.”
18:21 Structuring KM: The Importance of Knowledge Enthusiasts and Knowledge Activists
19:16 “A Knowledge Manager has to be talking to people and building connections. Without connections, you’re just somebody sitting there taking e-mails.”
19:51 “You have to be an evangelist, but you have to be realistic. Half an hour of knowledge sharing is better than nothing.”
20:15 “Curiosity is not something that’s lost with age, it’s lost through our organizations. If our organizations are not encouraging us to be curious, what are we doing?”
21:15 What does success look like?
21:18 “Making sure the information is in the right place at the right time for people.”
21:45 “Your duty as a manager is to leave the business better than you found it. The best way to do this is by acting as coaches of growth and learning — you can encourage people to share knowledge, you can set the standard.”
22:54 “I know when I go home if somebody has said to me, ‘I managed to do the job 5 minutes quicker, I walk out like I’m on air.”
23:54 “If you want your organization to survive, you need to get on board with Knowledge Management. It isn’t a fad anymore. This is your bottom line.”

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Posted: March 11th, 2016 | Filed under: All Posts, Featured Talks | Tags: | Comments Off on Confessions of a Knowledge Manager

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