A defining feature of our 2.0 World is the reliance on employees to create, share, rate, and consume content. Every employee can be an author, arbiter, and consumer at once. The implications for the networked enterprise are profound: The more people create and interact with each other’s content, the more the content improves; search results get better as the best content and the most active peers bubble to the top; people build new connections to others they never knew had the same interests. Through engaging examples, stories and data, O’Dell shares the latest findings from APQC’s KM research and her new book, including the following: How best practice organizations are using 2.0 to enhance search results; the surprising impact of participation on personal and team performance; and novel ways to get people to participate to enhance search and findability.

Stephen Dale discusses the Knowledge Hub (KHub), an innovative new social business platform that enables public sector staff to take greater advantage of new media tools and techniques to support more effective knowledge sharing. Developed out of a U.K. Local Government Communities of Practice (CoPs) platform using open source, it supports more than 80,000 registered users sharing knowledge on more than 1,350 topic areas with blogs, forum, wikis, calendar, user ratings, tagging, web conferencing, Twitter, and more. Patricia Brueschke talks about operational tools for successful CoPs and lessons learned in her organization. Robert Huffman and John Nelson share how the Army has transformed its approach to professional development using CoPs to bridge geographic distances and enhance traditional mentor/protégé relationships and transfer knowledge. The Accenture team shares tools and processes as well as strategies to engage employees in collaborating and sharing their knowledge and experiences with one another.

Organizations aim to differentiate themselves by delivering great customer service. To do so, they need to know their customer in order to offer a contextual, personalized experience. New tools and techniques to listen to and analyze the aggregate “voice of the customer” are transforming activities like new product development, crisis management, and brand strategy. In this session, Leslie Owens explores how knowledge managers can use similar technology and processes inside the enterprise to listen to the “voice of the employee.” IT leaders who know their employees are able to segment their workforce to make smarter decisions about technology provisioning and to identify and amplify employee advocates. The role of knowledge managers of the future will be to coordinate and harness the ideas and insights of their workforce just as their counterparts are doing in customer service.

Social computing is taking hold in most organizations. This session explores best practices and approaches at the intersection of social computing and SharePoint and looks at how organizations have standardized on SharePoint to bring social to their users. It revolves around use cases, best practices, ROI, roll-out strategies, and pitfalls to avoid. Join this panel of experts for a lively discussion and learn how to plan for the use of social computing in your enterprise, the steps involved in executing social computing through pilot to deployment, how to encourage employee adoption throughout the organization, and tips to achieve results.

Winners of the Brazil MAKE (Most Admired Knowledge Enterprises) award share their successful strategies and techniques for knowledge sharing in their organizations. Learn from these experienced practitioners and gain insights for applying new and unique approaches in your organization.

Measurement is not just about looking for a bottom-line result to justify investment. It’s also a tool to provide feedback about where the organization is along the road to successfully leveraging investments in knowledge management. At every stage in the journey, metrics provide a valuable means for focusing attention on desired behaviors and results. This session showcases a realistic framework for knowledge management metrics based on real-world examples and successes, provides suggestions for measurement approaches at all stages of your KM initiative, and shares practical approaches to apply to your own KM initiatives, including examples that you can take home and use.

Knowing what the collective “we” knows is at the core of a successful KM program, but what about knowing what we don’t know? One of the biggest challenges for KM professionals working to understand the health of their organizations’ knowledge ecosystems is to harness the insights at the intersection of data and KM to uncover what is and isn’t working. The first two speakers discuss how Deloitte borrowed the latest analytics techniques from its practitioners to convert everyday metrics into actionable improvements for their internal practice. Built upon a communities of practice (CoP) evaluation framework, Patricia Michalski takes a balanced scorecard approach to CoP metrics. She shares results of this tool that was used to evaluate communities within Deloitte.

This session highlights a series of organizations which have successfully achieved the benefits of information and content management. Information architects discuss the World Bank’s use of enterprise information architecture to integrate structured and unstructured information residing in disparate sources. They provide examples of the Bank’s implementation of automatic metadata capture using semantic technologies. Nicholas Nylund describes a large U.S. federal agency that experienced challenges with providing consistent and accurate information to its constituency and how the KM team laid the foundation for an ever-evolving information management strategy. The Knowledge Now collaborative environment was implemented to support the NASA Safety Center. Hear how they worked with partners and technology to support 18,000 users across 600 work groups, providing interactive collaboration around activities including distribution of best practices in the form of safety plans, quality plans, risk plans, etc.; lessons learned; system failure case studies; process flows (audits, etc.); and training.

The cost savings businesses can realize by putting certain workloads in multitenant infrastructures, the cloud, has captured the imagination of IT pros in companies large and small. For content and collaboration professionals, vendor software-as-a-service (SaaS) offerings present suites that natively integrate productivity, collaboration, and business applications at a fraction of the cost to do so on-premise. This opens the door for rapidly building information workplaces, commonly used applications integrated in a contextual interface, to boost employee efficiency and productivity. Learn from vendorneutral analysts what the current collaboration SaaS vendor landscape is offering, how these offerings can accelerate the creation of information workplaces, and how to develop strategies to take advantage of the potential of the collaboration SaaS products.

Marcel Jemio discusses Financial Management Service’s rethinking of metadata for its ability to generate the right kind of knowledge at the right level for the right decision maker. He shares the FMS approach to managing the evolving business requirements with timely, meaningful data and business intelligence as well as lessons learned. Since KM rests on content, the ability to find content via navigation, and the ability to find content via search, Ed Dale and Paul Larsen talk about the tools needed to optimize the entire system, share their organization’s content strategy and SEO methods to improve the overall findability of content, and describe the methods Ernst & Young use to measure navigation and search.