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[Transcript] Strategies for Integrating User-Generated Content Within an Internal Knowledge Base
Date & time:
Tuesday, July 27, 2010 - 17:00 - 18:00 UTC
Transcript:
| 4:00 pm | KnowledgeBishop: | Q1: Which internal teams already participate in your #km community and what technologies are in place? #KMers |
| 4:01 pm | kcbower: | Apologies for the influx of tweets in the next hour - about to participate in a #KMers chat! Join at www.kmers.org #KMers |
| 4:01 pm | kcbower: | Hello all! Kate Bower here, grad student @Northwestern studying KM, also currently consulting small firm on #KM practices. #KMers |
| 4:03 pm | KnowledgeBishop: | Where I work, the #km knowledge base is owned by support. The #techcomm teams contribute a great deal of content as well. #KMers #kmers |
| 4:03 pm | kcbower: | Q1. Interning at large org, appears that R&D most active, using Yammer, wikis, discussion boards, etc. Unsure if/how content stored. #KMers |
| 4:03 pm | gaurisalokhe: | Thanks for the post @askdebra "Why Do You Participate in Twitter Chats?" http://bit.ly/cOU6E1 #kmers |
| 4:06 pm | KnowledgeBishop: | Q2: Does your #marketing org already engage your customer base via #socialmedia channels? #KMers |
| 4:07 pm | ChiefExecMom: | Our most active contributors are communities of practice, built around the industries and capabilities of our clients #kmers |
| 4:08 pm | Ridgehead: | Q1 Home-grown/custom tech are abundant in my domain, all internal teams are open to participate, but mainly NA and Europe #KMers |
| 4:08 pm | ithorpe: | Q1. We have a number of communities across different areas of our work. some sectors use them a lot others don't seem so interested. #kmers |
| 4:09 pm | ChiefExecMom: | Main platform is our internal search called Global Experience Center #KMers |
| 4:10 pm | KnowledgeBishop: | Does the Global Experience Center search allow access to the clients, or only to internal communities? #kmers |
| 4:10 pm | ithorpe: | Q2. Our communication team use SM to engage supporters although its probably an underexploited tool #kmers |
| 4:10 pm | PatelViral: | RT @ithorpe: Q1. We have a number of communities across different areas of our work. some sectors use them a lot others don't seem so interested. #kmers |
| 4:12 pm | ChiefExecMom: | @KnowledgeBishop Internal only. Some POVs are converted to client facing articles for newsletter or our public website #KMers |
| 4:12 pm | KnowledgeBishop: | Q2: Do any of you have a #marketing org that is already engaging your customer base via #socialmedia channels? #kmers |
| 4:16 pm | KnowledgeBishop: | Q3: Which social listening tool and techniques are you using to discern the mood and perspective of your customers? #KMers |
| 4:17 pm | ChiefExecMom: | Q3 We do a lot of surveys! #KMers |
| 4:19 pm | KnowledgeBishop: | I've been learning a great deal from @MindTouch and @Attensity, as well as free tools like Social Mention. #kmers |
| 4:21 pm | KnowledgeBishop: | If you go to www.socialmention.com and enter the name of your product or brand, you may be fascinated. Care to try it? #kmers |
| 4:21 pm | kcbower: | Q3. I'm sure there are tools and methods, but co. website offers no links to opt in - must all be via outreach. #KMers |
| 4:22 pm | ChiefExecMom: | @KnowledgeBishop Have you implemented the tools much? In what context? #KMers |
| 4:23 pm | KnowledgeBishop: | Q4: Which internal department is best equipped to review #ugc, to ensure accuracy adding said content to a KMS? #KMers |
| 4:26 pm | KnowledgeBishop: | In other words, were you to discover valuable knowledge about your brand that was generated externally, who would need to review it? #KMers |
| 4:28 pm | kcbower: | RT @KnowledgeBishop: If you go to www.socialmention.com and enter the name of your product or brand... Wow. V. useful tool, report. #KMers |
| 4:29 pm | ChiefExecMom: | Q4. Our KM dept is well trained in protecting client confidentiality while sharing key insights, so def first resource to review #KMers |
| 4:30 pm | ChiefExecMom: | @KnowledgeBishop Oh, generated externally, I think that would go to marketing #KMers |
| 4:31 pm | KnowledgeBishop: | I've found amazing external content about our brands. I'm exploring processes around integration: Must ensure accuracy, legality, etc #kmers |
| 4:33 pm | KnowledgeBishop: | The future could bring real-time data conversion apps that intake #ugc, convert it to XML and initiate workflow for KB inclusion #KMers |
| 4:36 pm | KnowledgeBishop: | Q5: Are there internal teams would feel users should NOT add knowledge to the repository? If so, what objections would be likely? #KMers |
| 4:37 pm | kcbower: | @KnowledgeBishop Have any examples of apps like this in development? #KMers |
| 4:37 pm | kcbower: | @KnowledgeBishop Do you mean internal or external? #KMers |
| 4:38 pm | kcbower: | RT @kcbower: @KnowledgeBishop Do you mean internal or external? - sorry, meant in reference to users #KMers |
| 4:38 pm | KnowledgeBishop: | Yes, are there internal teams that would oppose adding external user content to the internal kb? If so, what reasons would be given? #kmers |
| 4:42 pm | kcbower: | @KnowledgeBishop Yes, I wouldn't be surprised by opposition. Would think concerns would relate to perspective and accuracy, at least. #KMers |
| 4:44 pm | KnowledgeBishop: | Q6: What are the greatest benefits your org could receive, if your internal knowledge were to be integrated with #ugc? #KMers |
| 4:45 pm | JohnFMoore: | RT @KnowledgeBishop: If you go to www.socialmention.com and enter the name of your product or brand, you may be fascinated. #kmers |
| 4:49 pm | kcbower: | Q6. Think greatest benefits would be for marketing and innovation team; can cull for ideas - http://tinyurl.com/2dsllq3 #KMers |
| 4:51 pm | KnowledgeBishop: | An org rarely employs more authors than it has customers. Count on #ugc volume to grow faster than #km or #techcomm. We must adjust. #kmers |
| 4:53 pm | kcbower: | @KnowledgeBishop Have to go, but thanks for moderating! Gave me something to think about. Take care, all! #KMers |
| 4:55 pm | KnowledgeBishop: | TY @kcbower @ChiefExecMom @Ridgehead @ithorpe @PatelViral @JohnFMoore for your contributions to the #KMers chat. Have a great day! |
| 5:00 pm | Attensity360: | Great! RT @KnowledgeBishop: I've been learning a great deal from @MindTouch and @Attensity, as well as free tools like Social Mention #kmers |
| 5:08 pm | askdebra: | .@gaurisalokhe Thank you for your contribution! You are one of the stars of the blog post! http://bit.ly/aQ8PMZ #kmers |
| 5:43 pm | knowledgetank: | The Social Enterprise ? Nothing New Invented Here! http://bit.ly/bCOLQ3 #KM #KMers |
| 5:51 pm | knowledgetank: | links for 2010-07-27 http://bit.ly/9p9yoy #KM #KMers |
| 5:54 pm | ChiefExecMom: | @KnowledgeBishop Sorry I had to drop out midway on the #KMers chat - looking forward to reading the rest on the transcript! |
| 6:58 pm | knowledgetank: | KM Conferences - fall season http://bit.ly/a1F9rx #KM #KMers |
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