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[Transcript] Getting People to Share Information
Chat Event:
Date & time:
Tuesday, September 28, 2010 - 16:00 - 17:00 UTC
Transcript:
| 3:59 pm | incentintel: | [moderator] welcome twitterverse - my name is Paul and I focus on the psychology of influencing behavior - and first time moderator #kmers |
| 3:59 pm | incentintel: | [moderator] Please take a few tweets to introduce yourself before we get this shindig started... #kmers |
| 4:00 pm | JLzunni: | RT @elsua: [Blog] Enterprise Microblogging Use Cases: Help Reduce Your Inbox Clutter! http://bit.ly/9MidVF #kmers #lawwe #e20 |
| 4:01 pm | KDM1039: | hi - my name is Kristine. I am a KM and Learning independent consultant. Joining for the first time. #kmers |
| 4:02 pm | incentintel: | @KDM1039 [moderator] welcome! #kmers |
| 4:02 pm | ChiefExecMom: | Theresa here, 8 yrs of KM at Bain & Company. Happy to be back after missing a few weeks! #KMers |
| 4:02 pm | stangarfield: | Hi, this is Stan Garfield, community evangelist with Deloitte in Detroit, Michigan, USA. Welcome, Paul! #KMers |
| 4:03 pm | dineshtantri: | Hi- my name is Dinesh Tantri-Knowledge strategist with #thoughtworks #kmers |
| 4:03 pm | socialtechno: | RT @elsua: [Blog] Enterprise Microblogging Use Cases: Help Reduce Your Inbox Clutter! http://bit.ly/9MidVF #kmers #lawwe #e20 |
| 4:03 pm | elsua: | Hello folks! Luis Suarez here, from sunny & warm Gran Canaria; social computing evangelist at IBM, living a world without email :) #KMers |
| 4:04 pm | Vivisimo_Inc: | Hi Gang! Natasha with Vivisimo is here! #kmers |
| 4:04 pm | incentintel: | [moderator] i hope we don't have to put up with spam from email management firms for an entire hour #kmers |
| 4:05 pm | incentintel: | [moderator] first question for the group - is sharing a barrier to KM - has that been your experience? #kmers |
| 4:05 pm | ChiefExecMom: | @elsua Thanks for sending around microblogging post - still building that business case! #KMers |
| 4:06 pm | elsua: | @ChiefExecMom Oh, you are welcome! On the blog you would find a bunch of other posts on the topic & its biz case :) #KMers |
| 4:07 pm | elsua: | 1Q Not sure I would consider it a barrier, but yes, of an inhibitor, to some extent #KMers |
| 4:08 pm | ChiefExecMom: | @elsua I must post the conversation stream from our #KMers chat several weeks ago on the topic as it was most insightful too #KMers |
| 4:08 pm | rsamii: | @incentintel Q1: not quite sure how sharing can be a barrier to KM. If you do not share how can you practice KM! #kmers |
| 4:08 pm | kcbower: | Hello all! Kate Bower, grad student at NU: #KM & change mgmt. Sorry to be late! #KMers |
| 4:09 pm | elsua: | @ChiefExecMom Yes, it surely was! And I am sure there would be plenty more on the topic; an important one to have :) #KMers |
| 4:09 pm | incentintel: | [moderator] @kcbower - isn't that the issue? Install tech to enable KM but no one uses it? #kmers |
| 4:09 pm | stangarfield: | In a KM program you need to understand reasons why people might not share, and then work to motivate people to share knowledge #KMers |
| 4:09 pm | KDM1039: | I believe the reluctance to share is a barrier to KM #KMers |
| 4:09 pm | dineshtantri: | yes sharing has traditionally been a problem and the reasons have been many - huge barriers to contribution and lack of incentives #kmers |
| 4:10 pm | ChiefExecMom: | Q1 Our barrier is more around proactive vs reactive sharing. Not everyone is thinking to share but happy to do so when we ask #KMers |
| 4:10 pm | Vivisimo_Inc: | Agreed. Even when tools are in place. RT @KDM1039: I believe the reluctance to share is a barrier to KM #kmers |
| 4:11 pm | stangarfield: | Why People Don't Share Their Knowledge http://sites.google.com/site/stangarfield/10reasonswhypeopledontsharetheirknow.pdf #KMers |
| 4:11 pm | elsua: | @stangarfield That's a great point, Stan! Find out what their pain points are towards sharing, and address them accordingly #KMers |
| 4:11 pm | incentintel: | [moderator] why reactive = OK but not proactive? Interesting #kmers |
| 4:11 pm | rsamii: | @incentintel Q1 tech IS NOT km. KM is about ppl + as as @stangarfield says we need to understand what r barriers 4 ppl to share #kmers |
| 4:11 pm | hjarche: | Lack of sharing is THE major barrier to knowledge mgt; either IT; Comms; HR; legal; or cultural, the deck is stacked against #KMers |
| 4:11 pm | ChiefExecMom: | Challenge is to know who to ask when, and for what! Would help if people could answer those questions themselves #KMers |
| 4:12 pm | rsamii: | @ChiefExecMom is not because you do not have appropriate space to share? or laziness or both? #KMers |
| 4:12 pm | incentintel: | [moderator] is the barrier to share an issue of risk avoidance - no share no risk - share = risk? #kmers |
| 4:12 pm | dineshtantri: | @stangarfield - also try to make heroes out of people /groups who do share naturally -focusing on these "cultural sweetspots" is key #kmers |
| 4:12 pm | Vivisimo_Inc: | @stangarfield Indeed! The build it and they shall come mentality will not work. We need to foster a #KM & sharing culture #kmers |
| 4:13 pm | hjarche: | @ChiefExecMom & would help if people knew WHO to ask #KMers |
| 4:13 pm | ChiefExecMom: | We are hoping for proactive sharing - plenty of ways to do so easily, but it's still cultural #KMers |
| 4:13 pm | incentintel: | [moderator] sharing is a function of trust usually - trust takes time - are we too quick to judge effectiveness? #kmers |
| 4:13 pm | hjarche: | RT @dineshtantri: @stangarfield - also try to make heroes out of people /groups who do share naturally -focusing on these "cultural sweetspots" is key #kmers |
| 4:14 pm | Vivisimo_Inc: | @incentintel risk may be a part of it, however time and ease are huge factors. Do I have to go out of my way to share? #kmers |
| 4:14 pm | KDM1039: | A person shares when they've experience some type of good result out of doing so. Not so much risk. #KMers |
| 4:15 pm | ChiefExecMom: | Microblogging could help us ID this too RT @hjarche @ChiefExecMom & would help if people knew WHO to ask #KMers #KMers |
| 4:15 pm | dineshtantri: | @incentintel - It is usually a set of techno-cultural issues including leaders not exhibiting these traits #Kmers |
| 4:16 pm | pekadad: | @stangarfield You missed one reason: People don't know what to share that might be of value to others. #KMers |
| 4:16 pm | incentintel: | [moderator] IMO there is historical inertia to keeping info as a way to power - usually exhibited by Mgt. Mgt. key to adoption? #kmers |
| 4:16 pm | KDM1039: | Well said! RT @dineshtantri: It is usually a set of techno-cultural issues including leaders not exhibiting these traits #KMers |
| 4:17 pm | elsua: | Rats!! Dropping off the chat, as I have just been called into some work related stuff! Arrrgggghhh Chat Transcript to the rescue! :-( #KMers |
| 4:17 pm | Vivisimo_Inc: | Money shot! Starts at top. RT @dineshtantri: Usually a set of techno-cultural issues incl. leaders not exhibiting these traits #kmers |
| 4:17 pm | stangarfield: | @incentintel Volunteer not conscript by Dave Snowden http://www.cognitive-edge.com/blogs/dave/2006/08/volunteer_not_conscript.php #KMers |
| 4:17 pm | ChiefExecMom: | Yes! RT @pekadad: @stangarfield You missed one reason: People dont know what to share that might be of value to others. #KMers |
| 4:17 pm | incentintel: | [moderator] tech "should" fix the ease of sharing but yet...fear of judgement by others? #kmers |
| 4:18 pm | incentintel: | [moderator] finding bright spots key to highlighting successful implementation key #kmers |
| 4:18 pm | incentintel: | [moderator] people follow people - need to see it in action with no adverse issues #kmers |
| 4:18 pm | dineshtantri: | @incentintel -Trust is key -no doubt-given the pace of change in business, we need quicker ways to establish trust in organizations #kmers |
| 4:18 pm | Vivisimo_Inc: | @incentintel Fear of judgment is huge especially if idea goes against the tide. #kmers |
| 4:19 pm | incentintel: | [moderator] quicker ways to trust? Co-locate initial teams before dispersing? #kmers |
| 4:20 pm | incentintel: | [moderator] value of resource (according to anthropologist) should increase desire to share - but only if common objectives for group #kmers |
| 4:20 pm | ChiefExecMom: | Good thing about reactive sharing is you can guide contributor towards what you are looking for - the "management" in KM? #KMers |
| 4:21 pm | dineshtantri: | @incentintel -yes + perhaps "digital trails" like my contributions in online forums, my bookmarks, my reputation score perhaps #kmers |
| 4:22 pm | incentintel: | [moderator] going rogue here - off the list of questions - what about apply game mechanics to knowledge sharing activities? #kmers |
| 4:24 pm | pekadad: | @incentintel I think that (gaming) can work if you define the rules correctly and can scale accurate tracking as needed! #KMers |
| 4:24 pm | ChiefExecMom: | @incentintel Can you expand on game mechanics concept? #KMers |
| 4:24 pm | stangarfield: | @pekadad Right, or they don't think that they have anything worth sharing #KMers |
| 4:24 pm | Vivisimo_Inc: | @dineshtantri "digital trail" is key as then others can search and retrieve relevant knowledge nuggets with the right application #kmers |
| 4:24 pm | incentintel: | @ChiefExecMom using scores, levels of accomplishment, real-time reinforcement, etc #kmers |
| 4:25 pm | dineshtantri: | @incentintel - I guess reputation patterns have a huge role to play in KM systems - http://yhoo.it/6jXose #kmers |
| 4:25 pm | pekadad: | @stangarfield And how does any one individual know they have something of value? #KMers |
| 4:26 pm | KDM1039: | yes but how do we motivate those in the firm that are not techno-savy and quite frankly are experiencing tool overload #KMers |
| 4:26 pm | incentintel: | @pekadad key issue eh? back to the "objective" of the KM intiative? Better "set up" on "why do it" vs. "how do it"? #kmers |
| 4:26 pm | dineshtantri: | @Vivisimo_Inc - yes I see "digital trails" within enterprises as a proxy to ones reputation and central to establishing trust #kmers |
| 4:26 pm | pekadad: | @stangarfield It takes a presumptuous person to think, "Hey - someone else will care about what I have to share, right?" #KMers |
| 4:27 pm | incentintel: | @KDM1039 - that is where gaming can help IMO - small steps - "geek squad" type teams? #kmers |
| 4:27 pm | stangarfield: | @pekadad Yes, you must have some amount of ego to think that someone else will value what you have to share #KMers |
| 4:28 pm | KDM1039: | I think it speaks to the importance of whatever role you play you MUST understand the firm's business - too many silos #KMers |
| 4:28 pm | Vivisimo_Inc: | @pekadad -> And how does any 1 individ. know they have something of value? - Let user ratings determine rank & value - so capture all #kmers |
| 4:29 pm | incentintel: | [moderator] communication on success must include "stories" not just statistics. How much time spend telling stories vs showng stats #kmers |
| 4:29 pm | stangarfield: | @incentintel HP ITRC Forums allow customers to help each other and grant points http://forums13.itrc.hp.com/service/forums/home.do #KMers |
| 4:29 pm | dineshtantri: | @stangarfield - feedback and acknowledgment are also key IMHO #kmers |
| 4:29 pm | pekadad: | @Vivisimo_Inc If you capture all, how can anyone find anything of value, then? Introduces lots (!) of noise, doesn't it? #KMers |
| 4:30 pm | incentintel: | [moderator] what about Mgt. Advocacy - who's enlisted mgt to bring the message to the masses - regularly? #kmers |
| 4:30 pm | ChiefExecMom: | @Vivisimo_Inc What is "it" in capture it all? Do we risk becoming records management instead of knowledge management? #KMers |
| 4:30 pm | stangarfield: | @dineshtantri Yes, very important #KMers |
| 4:31 pm | incentintel: | [moderator] again - going rogue - what about Social Network Analysis to find appropriate evangelists? #kmers |
| 4:32 pm | incentintel: | [moderator] key psych principles needed - social proof, reciprocity, authority and progress - all need to be leveraged for bhvr chng #kmers |
| 4:32 pm | pekadad: | @stangarfield Key to sharing is to bld up every1's ego to the pt that all are convinced every1 will find their sharing of interest? #KMers |
| 4:33 pm | Vivisimo_Inc: | @pekadad No necessarily as good IO applications give results based on relevance/freshness/rank etc. #kmers |
| 4:34 pm | stangarfield: | @incentintel Find success stories in the context of sharing, e.g., someone helped in a forum replies with the value of that help #KMers |
| 4:34 pm | dineshtantri: | @incentintel -SNA does come in very handy-more than identifying evangelists you can devise effective KM interventions coz u "see" it #kmers |
| 4:34 pm | Vivisimo_Inc: | RT @incentintel:communication on success must include "stories" not just statistics. #kmers |
| 4:35 pm | heleneadby: | RT @knowledgetank: Brown bag lunch on Newsletters http://bit.ly/dDwwr9 #KM #KMers |
| 4:35 pm | incentintel: | [moderator] is it ego or is it more about a culture of helping #kmers |
| 4:35 pm | KDM1039: | I've had little success with stories - too timely and it devolves into PR material #KMers |
| 4:35 pm | dineshtantri: | @pekadad - is it more than ego? Is there a deeper and more positive connotation to sharing? #kmers |
| 4:36 pm | stangarfield: | @pekadad Point out to people what they have to share is valuable, and then reinforce positively when they do #KMers |
| 4:36 pm | incentintel: | RT @KDM1039: I've had little success with stories - too timely and it devolves into PR material #KMersn <issue of authenticity? #kmers |
| 4:36 pm | stangarfield: | @dineshtantri Yes, there is a virtuous circle completed by thanks and appreciation #KMers |
| 4:37 pm | dineshtantri: | Agree! RT @stangarfield: @pekadad Point out to people what they have to share is valuable, and then reinforce positively when they do #KMers |
| 4:37 pm | incentintel: | [moderator] what about rewards - non-cash? Anyone use them (short-term) to break inertia? #kmers |
| 4:38 pm | dineshtantri: | @incentintel - issue of authenticity? >> Yes I would think leaders need to tell powerful stories at all levels in the organization #kmers |
| 4:38 pm | Vivisimo_Inc: | RT @stangarfield: @pekadad Point out to people what they have to share is valuable, and then reinforce positively when they do #kmers |
| 4:38 pm | KDM1039: | Stories from leaders are the most authentic and valued, but stories from leaders require too many approvals etc...6 months later... #KMers |
| 4:38 pm | pekadad: | @stangarfield So, yes, you build up people's egos, then? "Oh, sure everything you have there is valuable!" #KMers |
| 4:39 pm | incentintel: | [moderator] are the right people tasked with adoption? IT/BT = tech solution - who is the people solution? #kmers |
| 4:39 pm | ChiefExecMom: | We have an annual knowledge award that holds some prestige #KMers |
| 4:39 pm | stangarfield: | @incentintel Yes, have had success with points systems, both non-cash and cash - it highlights that sharing is valued by the org #KMers |
| 4:40 pm | incentintel: | [moderator] IMO you can't use ego as driver - what about altruism? Culture is key... #kmers |
| 4:40 pm | ChiefExecMom: | Stories are personal so seldom effectively re-usable. KM to me is about capturing what's reusable #KMers |
| 4:40 pm | stangarfield: | @pekadad When they send a message to just you or to a small list, you ask them to post to the discussion board, then thank them #KMers |
| 4:40 pm | incentintel: | [moderator] do award systems devolve over time? Ultimately, sharing should be a bhvr that needs no award #kmers |
| 4:41 pm | dineshtantri: | Agree-Not to share should be unacceptable! RT @incentintel: IMO you can't use ego as driver - what about altruism? Culture is key... #kmers |
| 4:41 pm | incentintel: | @ChiefExecMom stories influence adoption - not knowledge capital - stories connect emotionally with people to use the tool #kmers |
| 4:41 pm | ChiefExecMom: | Now that KM has been around a while there's also just expectation - it is part of your job to share, like you've seen others do #KMers |
| 4:41 pm | wuerdemann: | RT @elsua: Hello folks! Luis Suarez here, from sunny & warm Gran Canaria; social computing evangelist at IBM, living a world without email :) #KMers |
| 4:42 pm | ernieschell: | RT @Vivisimo_Inc: RT @incentintel:communication on success must include "stories" not just statistics. #kmers |
| 4:42 pm | pekadad: | @stangarfield My pt (and I do have one) is that we need to encourage sharing but also teach people about what they shld share #KMers |
| 4:43 pm | incentintel: | @ChiefExecMom then it shouldn't be an issue yet it is... there is something else holding them back... i think - mgt. #kmers |
| 4:43 pm | pekadad: | @stangarfield Indiscriminate sharing is not useful. But I'm not sure how you scale the definition of what people should share. #KMers |
| 4:43 pm | kcbower: | Appears to be a great convo but I have to bow out - look forward to the transcript! #KMers |
| 4:43 pm | stangarfield: | @ChiefExecMom Make it part of the stories spread in the org that people who share get promoted and those who don't share, don't #KMers |
| 4:43 pm | ChiefExecMom: | @incentintel Misunderstood that you meant capturing stories and calling them knowledge. Instead, using stories to drive adoption #KMers |
| 4:44 pm | incentintel: | [moderator] the rank and file think it's valuable - but mgt. ignores/doesn't use - therefore - not important KEY to me! #kmers |
| 4:44 pm | incentintel: | @ChiefExecMom ::-) #kmers |
| 4:45 pm | gaurisalokhe: | RT @dineshtantri try to make heroes out of people/groups who do share naturally-focusing on these "cultural sweetspots" is key #kmers |
| 4:45 pm | incentintel: | [moderator] Out on a limb here - should HR be involved from a communication and adoption? #kmers |
| 4:46 pm | ChiefExecMom: | Yes! RT @stangarfield Make part of the stories spread in the org that people who share get promoted and those who don't share, don't #KMers |
| 4:46 pm | incentintel: | [moderator] people do what they are rewarded/recognized for and what they see pple with high status do. #kmers |
| 4:47 pm | samepagewiki: | RT @incentintel: @ChiefExecMom stories influence adoption -not knowledge capital- stories connect emotionally with people to use tool #kmers |
| 4:47 pm | KDM1039: | Recruiting should be involved - recruit with traits such as networking, service oriented, initiative, self confidence, teaming, etc #KMers |
| 4:48 pm | incentintel: | @KDM1039 agree... but that core to org culture - many co.s don't have that #kmers |
| 4:48 pm | gaurisalokhe: | RT @KDM1039: Recruiting should be involved - recruit with traits such as networking, service oriented, initiative, self confidence, teaming, etc #KMers |
| 4:48 pm | dineshtantri: | @incentintel -should HR be involved ? >>Absolutely - recruiting for key traits, identifying collaborative leaders, internal Comm etc #kmers |
| 4:49 pm | incentintel: | [moderator] do we ALLOW communications to focus on the problems with adoption over the successes? #kmers |
| 4:49 pm | incentintel: | @gaurisalokhe how often is HR involved with KM initiatives? I'd think very rarely #kmers |
| 4:50 pm | Vivisimo_Inc: | RT @dineshtantr: should HR be involved? >Absolutely - recruiting for key traits, identifying collaborative leaders, internal Comm etc #kmers |
| 4:51 pm | incentintel: | [moderator] wow - time is really flying - 9 min. left - anything else we need to touch on relating to sharing behaviors? #kmers |
| 4:51 pm | dineshtantri: | Traditionally KM and HR dont speak-this needs to change RT @incentintel: @gaurisalokhe how often is HR involved with KM initiatives? #kmers |
| 4:51 pm | KDM1039: | Appreciative Inquiry advocates would say no. RT @incentintel: do ALLOW comm to focus on the problems with adoption over the success? #KMers |
| 4:52 pm | incentintel: | @KDM1039 expand please? #kmers |
| 4:53 pm | KDM1039: | AI would have you not focus/communicate problems but only successes - and to build upon success vs. solving the problem #KMers |
| 4:53 pm | incentintel: | @KDM1039 or was that sarcasm #kmers |
| 4:54 pm | KDM1039: | RT @incentintel: @KDM1039 or was that sarcasm - Not at all! #KMers |
| 4:54 pm | incentintel: | [moderator] 5 minutes - other issues relating to behavior? #kmers |
| 4:54 pm | dineshtantri: | RT @KDM1039: AI would have you not focus/communicate problems but only successes - and to build upon success vs. solving the problem #KMers |
| 4:55 pm | incentintel: | [moderator] - summing up what I heard - HR has a role but not leveraged much, more success stories (authentic) identify bright spots #kmers |
| 4:56 pm | gaurisalokhe: | @incentintel unfortuantely, not often enough. #kmers we are doing some work with our HR to train staff in KS tools / methods |
| 4:56 pm | incentintel: | [moderator] make sharing a desirable, rewardable and discussable trait within the org #kmers |
| 4:57 pm | incentintel: | [moderator] 2 minute warning - anyone else? Bueller, Bueller? #kmers |
| 4:58 pm | KDM1039: | helping to sum up...metrics are good, leadership is key #KMers |
| 4:59 pm | incentintel: | RT @KDM1039: helping to sum up...metrics are good, leadership is key #KMers #kmers |
| 4:59 pm | NancyWhite: | #kmers We can't recognize these traits in others if we don't have any experience of them ourselves. Walk the talk! |
| 5:00 pm | incentintel: | RT @NancyWhite: #kmers We can't recognize these traits in others if we don't have any experience of them ourselves. Walk the talk! |
| 5:00 pm | incentintel: | [moderator] THANK YOU all for making this easy on me - I enjoyed it and hope you found some value as well Seacrest Out! #kmers |
| 5:01 pm | ChiefExecMom: | @incentintel Thanks for moderating! Well done! #KMers |
| 5:01 pm | swanwick: | Submit a chat topic for an upcoming session at http://www.kmers.org/topicsuggestions/dashboard #KMers |
| 5:03 pm | chareeklimek: | @incentintel Tuning in to tail end of your #KMers chat. Great, focused conversation. Congrats Paul! |
| 5:10 pm | mloxton: | apparently I missed it, could have sworn 17:00 UTC was the start #KMers |
| 5:10 pm | knowledgetank: | links for 2010-09-28 http://bit.ly/9HNmeJ #KM #KMers |
| 5:14 pm | stangarfield: | RT @NancyWhite: We cant recognize these traits in others if we dont have any experience of them ourselves. Walk the talk! #KMers |
| 5:51 pm | michellemcgee: | RT @stangarfield: Why People Don't Share Their Knowledge http://sites.google.com/site/stangarfield/10reasonswhypeopledontsharetheirknow.pdf #KMers |
| 6:30 pm | mloxton: | @stangarfield People will hardly ever recognize it in themselves - my blog http://wp.me/pLiGk-6J #KMers |
| 6:45 pm | chris_collison: | Just updated my "Knowledge Management and Leadership" video: http://ow.ly/2Leyc #KM #kmers Had too much fun with the green screen! |
| 9:57 pm | ChiefExecMom: | Awesome to make the Ohio State connection with fellow #KMers @kcbower |
| 10:23 pm | InacioVieira: | RT @stangarfield: Why People Don't Share Their Knowledge http://sites.google.com/site/stangarfield/10reasonswhypeopledontsharetheirknow.pdf #KMers |
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