Comments on: What can we learn about KM from riding a bike? http://thekmcoach.com/2009/07/what-can-we-learn-about-km-from-riding-a-bike/ Making Knowledge Work Tue, 18 May 2010 04:05:04 +0000 http://wordpress.org/?v=2.9 hourly 1 By: Matt H http://thekmcoach.com/2009/07/what-can-we-learn-about-km-from-riding-a-bike/comment-page-1/#comment-9 Matt H Fri, 31 Jul 2009 02:13:06 +0000 http://kmdfw.com/?p=23#comment-9 This article should be sent out to all agents for why their job is so important. Capturing the knowledge, and documenting it into information are core components of the KCS methodology. This article should be sent out to all agents for why their job is so important. Capturing the knowledge, and documenting it into information are core components of the KCS methodology.

]]> By: Lisa Austin http://thekmcoach.com/2009/07/what-can-we-learn-about-km-from-riding-a-bike/comment-page-1/#comment-8 Lisa Austin Fri, 31 Jul 2009 02:12:03 +0000 http://kmdfw.com/?p=23#comment-8 Great question Deborah. I had to think about this one for a little... From my perspective, what you call it is really irrelevant. That's why I just use the term knowledge management to mean both information and knowledge... When it comes right down to it, quick, continuous and fluid feedback loops are best. What I mean is, it's critical to constantly learn from each agents personal experiences with a client. Creating a manual and documenting those experiences is great, even better would be to make it a wiki allowing each agent and the client to continually update with their experiences. Eliminating the formal publication process reduces the knowledge to information time. Also, and I known in most cases, this is counter to conventional call center wisdom... I would create time for all agents to come together and connect with each other informally (virtually if necessary). They could bring to the table their most difficult (or best) call of the week, kind of an after action review process, but maybe focused on only a few calls. As a leader, it also gives you an opportunity to see who really is building their kowledge - especially your newer agents. And remember, knowledge sharing is all about relationships, the more you enable your agents to connect and build trust, the more likely they are to go above and beyond to help someone out - by sharing their knowledge. Hope that helps. Great question Deborah. I had to think about this one for a little… From my perspective, what you call it is really irrelevant. That’s why I just use the term knowledge management to mean both information and knowledge… When it comes right down to it, quick, continuous and fluid feedback loops are best. What I mean is, it’s critical to constantly learn from each agents personal experiences with a client. Creating a manual and documenting those experiences is great, even better would be to make it a wiki allowing each agent and the client to continually update with their experiences. Eliminating the formal publication process reduces the knowledge to information time. Also, and I known in most cases, this is counter to conventional call center wisdom… I would create time for all agents to come together and connect with each other informally (virtually if necessary). They could bring to the table their most difficult (or best) call of the week, kind of an after action review process, but maybe focused on only a few calls. As a leader, it also gives you an opportunity to see who really is building their kowledge – especially your newer agents. And remember, knowledge sharing is all about relationships, the more you enable your agents to connect and build trust, the more likely they are to go above and beyond to help someone out – by sharing their knowledge.
Hope that helps.

]]> By: Deborah D http://thekmcoach.com/2009/07/what-can-we-learn-about-km-from-riding-a-bike/comment-page-1/#comment-7 Deborah D Fri, 31 Jul 2009 02:10:41 +0000 http://kmdfw.com/?p=23#comment-7 Great way to explain the concepts. I think I now understand the difference between the two much better. However, I do have a question in mind. From the article, It seems to me that information is a physical content that can be written on paper or logged on computer; while knowledge is an abstract concept that people perceive from information they obtain. If what I understand is correct, what is the difference between information management and knowledge management? Or maybe they are inseparable. This example below might sounds quite elementary, but I'm really curious about KM. When I worked as an Technical Support Supervisor, I thought having a support manual would be helpful for new agents to learn so that they can catch up to speed in shorter time. It was also good for those difficult problems that agents rarely encountered. A lot of resolutions were obtained by try-and-error, which consumed calling time. I thought it would be good to keep these information or knowledge within the company so the next agent does not need to use the same time as we did. Then, in this example, do you define managing the manual as information or knowledge management? Thanks, Deborah Great way to explain the concepts. I think I now understand the difference between the two much better. However, I do have a question in mind. From the article, It seems to me that information is a physical content that can be written on paper or logged on computer; while knowledge is an abstract concept that people perceive from information they obtain. If what I understand is correct, what is the difference between information management and knowledge management? Or maybe they are inseparable.

This example below might sounds quite elementary, but I’m really curious about KM. When I worked as an Technical Support Supervisor, I thought having a support manual would be helpful for new agents to learn so that they can catch up to speed in shorter time. It was also good for those difficult problems that agents rarely encountered. A lot of resolutions were obtained by try-and-error, which consumed calling time. I thought it would be good to keep these information or knowledge within the company so the next agent does not need to use the same time as we did. Then, in this example, do you define managing the manual as information or knowledge management?

Thanks,
Deborah

]]> By: Art Schlussel http://thekmcoach.com/2009/07/what-can-we-learn-about-km-from-riding-a-bike/comment-page-1/#comment-6 Art Schlussel Fri, 31 Jul 2009 02:08:42 +0000 http://kmdfw.com/?p=23#comment-6 Great analogy. Knowledge is in the head of the beholder. Great analogy. Knowledge is in the head of the beholder.

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