Are you new to knowledge management? Want to learn about all the possibilities for making your organization smarter, more collaborative, innovative, and productive? Join our expert knowledge manager to gain insights and ideas for building a robust KM program in your organization—even if it is called by another name! This workshop highlights a range of potential enterprise KM activities being used in real organizations and shares how these activities are impacting the bottom line. It shows real KM practices and discusses various tools and techniques to give those new to KM a vision of what is possible in the enterprise.

Many organizations are moving their intranet to SharePoint Online with a preference for delivering users out-of-the-box functionality. In this practical workshop, intranet and digital workplace experts walk you through a best practice approach for designing an intranet that will meet both organizational objectives and user needs while showcasing what can be delivered out of the box using examples from organizations across the globe. It covers the methodology and approaches for designing with the user and organization in mind, designing an enterprise front door that works, out-of-the-box deliverables highlighting real-world examples, options, and more.

When it comes to change, humans are at the center. Yet most organizational change management strategies forget their most important stakeholders—the ones most impacted and those with the power to impact change. Join this interactive workshop to learn and apply design thinking tools to unpack key change challenges, define stakeholders, leverage key change theories, and plan a path to engage and drive successful change in your organization. BYO current change problem and an open mind.

You have just been given the responsibility for managing search at your organization—so what's next? Perhaps there is a new initiative to improve search, or perhaps the previous search manager mysteriously disappeared. In any case, you’ve discovered that search is a deceptively tricky domain, and that the expectations of many of your stakeholders are difficult to meet or even to define. This workshop provides an orientation and exposure to the key issues, effective processes, and technology—independent of what brand of search engine you use. It provides lay-of-the-land information and approaches to get you off to a good start. Topics discussed include getting started and finding practical guidance in search management; assessing the current state of search; tasks and roles involved in managing search; building a cross-functional team; getting stakeholders together and constructively involved; establishing a vision and findability strategy; managing expectations; top misconceptions and how to educate your organization; measuring search: and KPIs, tools, and techniques for internal search engine optimization. If you have been in the search manager’s role for a while but feel like you are missing a grounding in successful practices and management techniques, this workshop is also for you.

This interactive workshop takes participants through a scoping framework for conducting knowledge audits and/or KM assessments, based on the research for our speaker Lambe's new book. Learn how to set audit goals; understand the pros and cons of different audit and assessment models; and select appropriate models, instruments, and engagement methods to suit your goals. Lambe discusses the applicability of KM maturity models and the ISO 30401 Knowledge Management Systems Standard. This is a participatory workshop where participants listen, learn, and share their organizational experiences and situations in an audit scoping exercise.

Humans connect through stories, and KM is all about connecting people. Even so, many KM programs don’t utilize storytelling to drive adoption or teach the art of storytelling. This interactive workshop builds on a 2019 KMWorld storytelling workshop and adds the winning storyteller from that session, an attendee from the European Patent Office. Participants learn about storytelling through several fun activities, get a heightened awareness of the power of stories, and learn how to run storytelling workshops in their own organizations. A special focus is on the “KM Origin Story,” in which attendees learn about telling a story that makes the case for the magic of KM. Come and learn, and enjoy “story-listening,” as other KM practitioners tell their own tales.

Knowledge doesn’t manage itself. No matter how far AI evolves, knowledge, whether human or digital, will always need human curation. Given the accelerated growth of both explicit and hidden knowledge, having a reliable, consistent curation framework in place is more critical than ever. There is no shortage of tools and techniques for building knowledgebases and repositories, yet the question remains: “How do I design, build, and maintain a body of knowledge that’s easily accessible by me and others?” This workshop helps you to gain an understanding of the three main pillars of knowledge curation: 1) knowledge capture and transfer; 2) governance, including roles and responsibilities, vetting and assurance, performance monitoring, and incentives; and 3) architecture, including the tools, platforms, and processes for putting it all together. Some key elements include how to determine what knowledge is worth capturing and in what form; reconcile different world views, mental models, and learning modalities, especially among knowledge sources and recipients; determine which tools and approaches are appropriate for different types of knowledge; integrate the various tools and approaches into a single system; vet knowledge and keep it up-to-date; and make knowledge flow and grow, from a single individual to an entire community of experts and practitioners. Join our experienced KM expert and popular KMWorld speaker to take home an initial plan for setting up and implementing a world-class knowledge curation program for your organization.

This workshop focuses on tools and techniques for capturing knowledge and choosing the right interview techniques to pull out the knowledge you want or need. Learn how to get the conversation going, what to do when you get stuck, and how to test what you’re learning. Drawing upon ethnographic interviewing, which is used by anthropologists to understand cultures and peoples, learn a sequence of questions that can move from a broad understanding to a specific understanding. Building on ethnographic interviewing, learn how motivational interviewing, often used with patients with addiction, can be used to help you focus on the key pieces of knowledge that are critical—and what can be done to translate that knowledge into reusable forms. The workshop also highlights dialogue mapping, often applied to complex problems, and how it can help develop shared understanding, even when interviewing multiple experts at the same time.

This workshop focuses on the lifecycles and workflow processes that knowledge engineers require to effectively manage complex and large volumes of knowledge. Knowledge assets represent diverse types of information, such as terminologies, information models, data elements, quality metrics, protocols, decision support rules, policies, etc. Content vendors provide collections of knowledge assets for different domains, but companies have to ensure that all active knowledge assets are integrated with delivery workflows. Systematic processes for asset review and curation are necessary including consistently updating and tracking changes. Speakers provide an introduction to the most important knowledge management activities including the need to catalogue and index knowledge assets, author and track asset metadata, manage relationships and dependencies among assets, import and export assets to/from various information systems, validate structural and semantic integrity when assets change, and implement a comprehensive asset lifecycle process. Get KM best practices, in combination with examples, challenges, and lessons learned from the extensive practical experience of speakers. Simple examples from the healthcare domain are used to illustrate the lifecycle and process management aspects.

During the last 3 decades, many organizations have built communities of practice (CoPs), and they play many roles: hosting forums for members to draw on the knowledge of more senior staff, collectively developing technical procedures and innovations, managing mentoring relationships, sponsoring discussions for collectively thinking through particularly difficult technical issues, and building relationships between their members. People are the center of CoPs, and technology is a background enabler. In today’s virtual and remote working world, technology platforms are being honed to adapt to the world in which we currently live and connect. These platforms thrive on thoughtful exchange in a practice becoming known as "working out loud." Sharing ideas and perspectives in new ways allows us to work things out together or cast our nets wider for support. Our experienced community leader discusses community fundamentals and foundations; 10 key principles for successful CoPs; types of communities and examples of their use; community culture; community management, including creation; and preventing redundant communities as well as roles, goals, and measurements. Get new insights for your communities, share your experiences with your colleagues, and take your CoPs to the next level.

This high-demand workshop, given by a KM pioneer and popular KMWorld speaker, focuses on how to build a successful KM strategy and revitalize knowledge sharing within your organization. Snowden, our workshop leader, engages participants, taking them through a step-by-step approach to rethinking the role of the KM function within an organization. It includes creating a decision/information flow map to understand the natural flows of knowledge; defining micro-projects that directly link to the decision support needs of senior executives; mapping the current flow paths for knowledge within the organization; and finding natural ways to manage the knowledge of the aging workforce as well as the IT-enabled apprenticeship. Using real-world examples, Snowden shares winning strategies and insights to rejuvenate your knowledge-sharing practices. Always fresh and filled with interesting stories, this workshop continues to stand out with our audience!

The volume of human knowledge is growing. But machine knowledge is growing even faster. And the accelerated pace of both is taxing the limits of traditional KM. Machine learning platforms are valuable tools for discovering hidden patterns and trends. But they often provide little or no insight into how new knowledge is generated, or when a model or algorithm is no longer valid and increases risk. How many of your business decisions are automated? How many business rules does your organization have? How many are incorrect, outdated, or no longer used? How secure are they? What social amplification risks are inherent in your organization’s decision processes? If you can’t answer these questions, it’s a sign you need to start incorporating knowledge governance into your organization. This workshop illustrates how to build a top-level governance model, along with a plan for implementation, including how you’ll measure results and make adjustments along the way. Learn the seven major facets of knowledge governance, how to align them with overall corporate governance; and, most importantly, how to evaluate the range of possible social impacts, positive and negative. Get a sneak preview of what’s coming with respect to emerging technologies you’ll need to be closely watching, and how those technologies will place even greater demand on having a sound knowledge governance model in place.

The old saying, “This ain’t my first rodeo” carries the connotation that the speaker has experience and is ready for a situation. But like any learning, mistakes would have been made along the way, and the lessons that were learned form the basis of the knowledge. This workshop is a partnership between three KMers from Texas with a combined 52 years of experience in knowledge management who have gained wisdom by learning from failures while also seizing serendipities. They work with participants, whether it’s their first rodeo or not, to crowdsource the biggest barriers being faced by their KM programs today and facilitate the co-creation of solutions to remove those barriers, focusing not only on what works, but what doesn’t. Have fun as you gain insights into other participants’ programs and immediately implementable ideas to stay on that bucking bronco.

Findability is much more than technology. It needs to be the combination of culture, communication, and technology, as well as how your content is organized. This workshop discusses the most important success factors of enterprise search in Microsoft 365: team—roles and responsibilities, search metrics, risk management, governance, search lifecycle, as well as how to implement it well. Molnar uses a case study to go through all the steps to enable you to create an actionable plan for your organization. She discusses the culture of information sharing, user adoption, and search champions as well as communication: before, during and after the go-live. She touches on technology: Search Engine 101—crawling, content processing, index management, query management; user experience; intelligent search as well as information quality and architecture; content structure, tagging and taxonomies; how Viva Topics and SharePoint Syntex can help to achieve better findability; and multi-lingual environments.

Text analytics utilizes multiple components: different types of software and methods, different kinds and scales of content, different kinds of knowledge models, and different kinds of applications and their associated business goals. Putting everything together is not a simple task, but it is essential to put everything together in the right way. This workshop, using multiple real-world examples, shows how to merge all the pieces into successful applications. Learn what kinds of software are best for what kinds of content and applications; what knowledge models work best for different applications; when to use AI and when to avoid AI; and, most of all, how to put the pieces together. It covers basic text analytics techniques, from deep learning/machine learning to sophisticated semantic rule building, and how to integrate them; an iterative development process for entity and fact extraction, sentiment analysis, and categorization (the brains of the outfit); multiple real-life applications from a variety of industries; and utilizing some of the leading text analytics software. Even if you have already started a TA initiative, learn something new and valuable while interacting with colleagues.

We are wired for story. Storytelling uses story as a communication strategy. Story Thinking uses story as an operational strategy. Carl Jung said: “You are in a story, whether you know it or not.” As a requested topic in the KM Global Network Advanced Methodologies course, Story Thinking goes beyond the foundations of story psychology and focuses on applications for KMers. Specific approaches and exercises are included to support strategies around KM systems, cultures, leadership, knowledge sharing, project documentation, evaluation, and continuous improvement. Direct comparisons are shown between story structure as our fundamental sense-making framework and popular certifications, like Six Sigma DMAIC, Design Thinking, Change Management, Project Management, Kahneman, Kolb, Kotter, and Kubler-Ross.

Knowledge management, sales enablement, ecommerce, personalization, and other information-rich enterprise capabilities require a robust information foundation. Defining an information model which reflects strategic business goals, addresses the current set of the technology stack, and represents the needs of internal and external users allows organizations to develop new capabilities and greatly improve information nimbleness. This immersive workshop provides practical tactics for designing, building and maintaining taxonomies, metadata, and ontologies that are the foundation of your information infrastructure. Based on hard-won lessons learned from work with Fortune 50 enterprises and leading ecommerce sites, this workshop provides information modeling basics: a foundation to start creating a consistent vocabulary within your organization that addresses unique needs of large enterprises. It shares a framework for shifting to an enterprise information model that meets the needs of your enterprise and the individual business units, systems, user profiles, and interfaces. It discusses the impacts of a project on technology, governance, workflows, marketing, analytics, search, compliance, and the interaction with master data management. It includes examples and case studies of large-scale enterprise projects.

Powell discusses the ongoing tension between two fundamentally different approaches to KM—codification and personalization. While the former is document-centric, the latter has at its core personal networks and communities. Pioneering knowledge theorist Peter Drucker observed that, “Knowledge is a specifically human resource. It is not found in books, [which] contain information.” While it is tempting to manage information as if it were knowledge, it is a grave mistake. This is primarily because that while knowledge is organic and dynamic—always changing, always growing—information is essentially inanimate and static. The overarching purpose of enterprise knowledge is solving management problems—for example, minimizing obstacles that impair the organization’s performance. Such problems are essentially dynamic. They change continually, often in ways that are unpredictable. Powell discusses strategies for organizations to ensure the ongoing currency and relevance of knowledge, mechanisms that allow knowledge to continually regauge its focus as the enterprise faces change driven by internal and/or external forces.

Our popular and experienced KM practitioner facilitates a fresh look at what could be/should be/is included in a KM program. Based on his survey of the KM community, he created a list of 261 possible elements of a KM program spanning people, processes, and technologies. This workshop reviews those topics and uses them to identify the key components of KM programs, from those just beginning to those who are very sophisticated. Join this group of colleagues to get insights for developing, growing, or adjusting your KM program.

Building on early knowledge mapping work, Snowden discusses how small things create resilience and sustainable change while large initiatives are more all or nothing. Typically based on an ideal future state definition, large initiatives produce a more linguistic conformance approach than real change. It’s more difficult to allocate blame with smaller initiatives, and the right people usually get the credit. If something small fails, we are likely to learn from it. Getting to the right metaphor is important. The estuarine metaphor is a physical image that people understand. It’s not all about linear flows; tides matter. Cynefin ideas resonate between the familiar and the novel and produce a body of material that can be reused or adapted. Working with nautical charts to create a real-time strategic representation for organizations with the ability to initiate surveys in real time, Snowden links to the future of C2 command in military terms. He emphasizes that any approach to strategy needs to be dynamic and non-linear, allowing for fractal or, maybe better, holographic representation (break it and the picture is still there in the shards) for a fluid integration of strategy with operations and tactics. We need new ways to express strategic intent--enough structure for direction while maintaining spontaneity and adjustments. This links in turn to the balance of rules and heuristics and critically ideas of distributed, not delegated, authority. Gain new insights and ideas from Snowden!

For over 25 years Synaptica has been helping clients to Organize, Categorize and Discover enterprise knowledge. Individually and collectively these three tasks require people from different teams and departments to collaborate, to understand each other’s roles, and to share knowledge. The common goal is to make search more relevant and knowledge more discoverable. Achieving this goal requires the coordinated effort of content specialists, information scientists, data scientists, and computer scientists. In this short talk Clarke will discuss how to promote cross-team collaboration that pulls together stakeholders responsible for content, metadata, taxonomy, databases, information architecture, and search.

The Great Resignation affects organizations in many ways and contributes to the loss of critical knowledge. As employees leave, much of their expertise goes with them, resulting in knowledge gaps. Meanwhile, current employees don't have the resources or past knowledge to do their best work and perform at the top of their profession. If unchecked, employees give up on trying to find and leverage institutional knowledge, and organizations lose their competitive edge and begin to atrophy. Intelligent search is the key to unlocking organizational information and surfacing insights that are crucial to success in today's market. CMSWire conducted a market research study to evaluate the perceptions that affect KM and how important content can reach employees across the enterprise. Come hear surprising and insightful results from the survey as well as how to capitalize on knowledge assets to minimize turnover and maximize performance; how to deal with disconnects, evaluate misalignment, and explore paths to fix knowledge gap challenges; and how the latest advances in search provide better relevance than ever before for critical stakeholders.

In knowledge-intensive workflows, where decisions have to be made continuously, users benefit from accurate suggestions. In recommender systems, the business objects (documents, experts, products, suppliers, etc.) that best fit the respective context are automatically brought into the spotlight. The possible applications are many. Blumauer provides a comprehensive overview of possible uses of recommender systems and why they should be central building blocks in the digital workplace, especially in enterprise information systems such as knowledge and content hubs, customer experience platforms, or support systems. He shares examples and demos applications in the environment of HR management, drug approval, and technical support for software or legal. Hear how to establish a recommender in your own environment and move your organization’s digital transformation ahead.

Hannessen shares lessons learned within Shell, explaining what lies behind the success of the 5-year-long Shell KM program and the large part the Learning from Experience (LFE) solution played in it. Through a breakdown of the LFE process and solution currently serving many parts within Shell, he explores how the created momentum generated substantial success and massive savings, i.e., more than $1B during the course of 5 years. This was mainly due to the specific focus on tacit knowledge solutions around lessons learned, communities of practice, and several in- tegrated knowledge infrastructure support functions. The session covers the use case, stakeholder engagements, value assessment process, and technology breakdown as well as some next steps as Shell is looking forward and building on its success using new delivery methods (i.e., Flow of Work) and further integration with other related content domains (i.e., Shell Learning).

Organizations often approach storytelling as a positive and important resource that may be implemented to address complex operational challenges. This perspective usually focuses on the possible benefits narratives may yield and the need to develop resources to support storytelling initiatives. Even though there is an increasing understanding of the power of narratives to capture and share knowledge, there is a wide gap between what we perceive storytelling can do for organizations and the actual mechanisms and practices needed to implement it. Really effective storytelling in organizations must be conceived, developed, and deployed as a strategy that encompasses multiple actors, so resources are coordinated in a framework supporting an institutional vision for knowledge sharing. Our speaker explains why storytelling is a strategy, what its basic elements are, and what organizations need to do to develop and implement one that supports organizational goals. Drawing on practical examples, case studies and work by various authors, take a practical and interactive journey to get ideas to develop your own storytelling strategies.

With the U.S. government’s Office of Management and Budget’s Regulation M-19-21, Managing Electronic Records, federal agencies face a December 2022 deadline to manage their records electronically and demonstrate their capabilities to OMB and the U.S. National Archives and Records Administration (NARA). NARA sponsors the Federal Electronic Records Modernization Initiative (FERMI), which outlines how federal agencies will modernize and manage records cost-effectively, standardized and interoperable with other intra- and inter-agency documents and data management systems. Speakers present a high-level understanding of how electronic records management systems are employed to manage records through their lifecycle using automated workflows. They delve into the strategies to identify elements of organizational change management required to successfully transition standard functions of records management (RM)-- capture, maintenance, disposal, transfer, assignment of metadata, and reporting--from manual, paper-based practices to more efficient and less costly electronic systems. Since every modernization project has its pitfalls and unforeseen issues, they include valuable lessons learned from other federal projects, including GSA.

The U.S. State Department Operations Center (Ops) is responsible for monitoring world events on a 24/7 basis to keep State Department personnel, including executive leadership, informed as events potentially affecting U.S. foreign policy unfold. To perform their mission, Ops required a highly reliable KM system that would allow Ops staff to quickly and collaboratively draft, review, and publish reports to multiple distribution channels. The system also needed to allow State Department stakeholders to analyze the “golden thread”--searching for (and identifying patterns within) the content of these web products. Ops requirements seemed to conflict at times. The team required a system which would enable rapid content authoring, but also structure content and metadata to enable critical analysis. Speakers explore the compelling mission and complex requirements of the Operations Center, as well as the cutting-edge KM technical approach which was developed to meet the need.

In matrixed business environments, information can become siloed within departments, leading to a number of business challenges. Brown takes a deep dive into three technology platforms (Google Sheets, SharePoint Lists, and SmartSheet) that channel information from departments into a corporate repository, building a foundational knowledgebase. With clear processes established, the database can reduce staff time by not having to reinvent the wheel and lead to more informed decision-making for executives.

Stop by the Enterprise Solutions Showcase after a full day of stimulating sessions to mix and mingle with other conference attendees, speakers, and our conference sponsors.

This session looks at the new remote/hybrid workforce—the enterprise of the future. Jain views the new work environment as a time management and employee experience problem. He shares the results of a recent poll that reviews the workplace organizational and logistical challenges employees are facing today, and in particular, the millions of workers who are starting new jobs. He discusses how a new approach that combines a virtual work assistant and tailored search engine leverages AI and deep learning to scan across a company’s entire collection of workplace apps and knowledgebases to quickly locate the desired information. Willinger, who is cognizant of all aspects of Microsoft 365, especially around Viva suite(Topics and Insights), discusses how this is aligned not only to work of the future, but also the KM space. He shares concrete examples of how organizations are approaching hybrid work now.

How do you ensure that your organization can easily find internal protocols, best practices, FAQs, and workflows that are updated in real time? In a “post-COVID” world, employers now more than ever rely on organizational intranet portals to push out valuable information to their employees working in the office, from home, or on a hybrid schedule. But organizations need this information to be easily searchable, easily locatable, easy to digest, updated daily, and to be communicated regularly. BAL's KM department has worked on intranet taxonomy and content approaches for more than 10 years and has measured its effectiveness. Stone shares BAL’s methods on taxonomy, content coordination, website building, single sign-on integration, chat bot building, and effective internal communication to employees as well as the methods employed to push out immigration knowledge to its clients. She discusses how to leverage internal immigration knowledge for client use to reduce duplication efforts within the KM group, allow legal teams to easily search for and locate information, as well as to free up valuable attorney and paralegal time to focus on casework. Stone shares the quantitative data results collected to validate qualitative research on KM’s organizational impact of both the internal knowledge portal and BAL’s client-facing knowledge portal.

The experiences offered in Microsoft Viva have raised the profile of the intranet as a key aspect of employee digital experience and a key element of your knowledge management strategy. Hanley explains how Viva Connections can help bring your intranet to the next level from an engagement, value, and outcomes perspective. Learn practical steps that you should think about to take advantage of Viva Connections to create an experience that supports every employee with personalized news, apps, and resources to do their best work and have the right access to the right information at the right time, no matter where work gets done!

More than ever employees are expecting organizations to deliver an exceptional digital employee experience, starting from their first impression when they are recruited, all the way through their organizational experience. Moving the experience from clunky to effortless is the goal. This session looks at the value of improving the digital employee experience (holistic, strategic, integrated, innovative, and human), where to start through the lens of time and space, and how to take a people-first approach to improving DEX (digital employee experience), and illustrates how organizations are improving the digital employee experience across different sectors. It includes a case study of a 3.0 version of an intranet not living up to its potential or meeting business and user needs. Hear about the journey from a homepage featuring a bot through to a modern SharePoint Online (SPOnline) intranet supporting close to 5,000 immigration-focused professionals across the globe. Speakers show how this intranet moved from content-rich, intranet-poor to a modern content experience; describe how to take a continuous improvement approach to improving access to knowledge; provide design tips to engage and support a diverse workforce; and discuss how to build an intranet, mostly out of the box, with little to no IT expertise.

In its 16th year, the Intranet and Digital Workplace Awards are global awards that recognize outstanding contributions to the field, uncovering remarkable solutions that deliver real business value. This session is a chance to meet award winners and look behind the firewall to see what the winners have achieved. See creative, inspirational, and valuable ideas to take back and apply in your organization.

Stop by the Enterprise Solutions Showcase after a full day of stimulating sessions to mix and mingle with other conference attendees, speakers, and our conference sponsors.

When humans use their knowledge to create or program digital information, it is most often done with the expectation that other humans will consume it, interact with it, or further contribute to it in its digital form by, for example, adding or changing the content. But there are two major challenges in this journey: organizing knowledge into usable digital information (the first mile) and enabling the consumption of that knowledge by humans in the most effective and natural way possible (the last mile). Methods to organize knowledge have evolved and advanced over time, for example, creating databases by infusing ontology and structure into the originally authored content. The consumption of knowledge has also seen tremendous advancement, from paper-only output to today’s ubiquitous visual GUIs aided by natural language-based keyword searches. The next quantum leap in closing the human-machine gap in knowledge interaction will come with the more sophisticated mechanisms enabled by natural language processing (NLP) developments. We can solve both the first and last mile challenges that will truly democratize access to knowledge in two ways: by marrying sophisticated ontologically derived NLP for organizing digital information for search, and by building sophisticated NLP question-answering and dialogue management methods to create conversational agents and “knowledge bots.” Nahamoo explores the role of techniques such as query expansion, knowledge organization, and human-verified answers in creating and managing a sustained AI-powered knowledge management platform that is intelligent enough to understand the context of questions, delivers accurate answers, and helps organizations improve knowledgebases over time.

The next-normal workplace will be characterized by open, diverse, agile, and networked organizations--one’s where the workers from all over the planet work together in remote and hybrid settings. This new paradigm will come with a whole host of leadership challenges including those related to knowledge sharing and leverage, collaboration maximization, learning and innovation, and talent development and retention. This session demystifies these challenges while offering a simple, six-step approach to follow for resetting your culture for the next-normal world.

Alchemy is that seemingly magical process of transforming something worthless into something priceless. One piece of magic many of us seek to understand is how to turn that “OK” group of people into a kick-a$$, high-performing team. We believe there must be some sort of magic at play with these teams, but it’s no magic; rather, it has everything to do with how these people connect with each other. Cruth explores the magical elements that make up high-performing teams. He reviews several high-performing teams (e.g., Navy Seals) and extracts those elements that help them rise above the rest, including how they work with each other and their overall work environment. He discusses several different techniques to allow you to immediately start using that magical chemical reaction of high performance in your team. Join our speaker in his laboratory and unleash your inner alchemist!

The promise of the metaverse is to transform our everyday online experience into an immersive environment where interaction and collaboration take place with people globally. The metaverse is the next generation of Second Life. In this environment, we will potentially be able to purchase tickets and attend a concert, conduct meetings with presentations and have interactions with colleagues, and conduct training classes where you can interact with classmates and teachers sharing knowledge in a virtual environment in a more experiential way. Rhem discusses how knowledge management is essential in this world for capturing, sharing, using, and maintaining knowledge assets as it’s in the real world (probably more so!). He illustrates how the metaverse will change and enhance knowledge sharing, training/learning and the ethical challenges posed by this environment.

Get a sneak peek at some of the leading-edge suppliers to the KM industry prior to the opening of our KMWorld Showcase. Hear their insights of the KM community before meeting them in person at the Showcase reception! Join our experienced thought leaders as they share their wisdom and insights. Gower shares details from the "Total Economic Impact Report" by Forrester on the cost savings and benefits from implementing KM as well as how KMS Lighthouse saved a client $2.2M in call center and digital operations costs. Morris shares case studies that illustrate the value of knowledge sharing. Kirby shares the value of knowledge democratization at scale, and how to save $71M by making accessing employees’ knowledge in real-time easy within your organization.

Stop by the Enterprise Solutions Showcase after a full day of stimulating sessions to mix and mingle with other conference attendees, speakers, and our conference sponsors.

This keynote panel looks at the connections between the conference streams of knowledge management, taxonomy work, text analytics, and search. When it comes to implementation, there needs to be an understanding of what each discipline contributes. What is their common ground? How can and should they be orchestrated? Taxonomy work is founded on a suite of methodologies, frameworks, standards, and technologies to organize information for general access and use. Search tools need to reflect how taxonomies and controlled vocabularies can make search smarter. There has been an increasing convergence between taxonomy, search, and data science expressed in the subdisciplines of data analytics, text analytics, machine learning and AI. KM sets the strategic purpose as well as technology implementations using taxonomies, search, and text analytics tools. It identifies and characterizes the contexts of information use so that KM initiatives and technologies can serve practical needs. These three strands do not always interact well. Knowledge organization systems can be be too complex and impractical and are often implemented in ignorance of basic information science principles and technology. AI/machine learning applications are often implemented without rigorous conceptual underpinnings and may not easily scale across multiple working contexts. Hear how information science can combine insights from KM when the KM understanding is not present and from data science to develop more effective, more sustainable knowledge organization architectures.

Nearly 80% of enterprise data is unstructured and language-based, making it much less accessible. Join this session to discover the three keys to successfully turn your language assets into data to enhance analytics and empower your team to make better decisions. Start learning how to analyze your complex documents, extract language data to accelerate intelligent process automation, and the “signal through the noise” to understand market and customer insights. Get three keys to natural language processing (NLP) that create business value and a head start on projects with customizable, pre-built knowledge models. Learn how to simplify, accelerate, and improve your natural language projects and hear about some successful NLP use cases that deliver quick value for any business.

Increasing content volume makes it hard for knowledge consumers to find all the information they need to make a decision. Whether for prospective customers or employee and partner enablement, poor information findability results in inefficiencies and lost opportunities. Intelligent content which is structured and has metadata with a framework of taxonomy in place can be transformational to user experience. Taxonomy features in content management have long been siloed and limited in scope. Organizations can break away from old standards and by adopting global standards, they can enable knowledge models to be truly integrated across the whole enterprise, and even beyond, to smooth reuse of industry standard taxonomies for efficient data sharing and governance. Learn how structured content together with the power of modern taxonomy and dynamic content delivery can bring enormous benefits to the end users to drive improved customer experience and manage information more efficiently.

According to our survey of over 450 agents, 63% of contact center agents say that customer queries are increasing in complexity. As self-service gets smarter, it is leaving only the complex questions for agents to handle. This means all contact center agents need to be able to handle routine informational and transactional queries as well as situational queries that only SMEs (subject matter experts) used to handle. In other words, all agents need to become super-agents. How can a contact center make it happen? The answer lies in modernizing knowledge with a Knowledge Hub. Learn what it is and how forward-looking contact centers are leveraging it to create “wow” in agent and customer experiences.

Last year at KMWorld, JPL shared its vision, approach, and delivery of the Institutional Knowledge Graph (IKG), a centrally maintained, ever-evolving knowledge graph identifying and describing JPL’s enterprise-wide concepts, such as people, organizations, projects, and facilities, and the relationships between them. Since August 2020, the IKG has offered a single source of enterprise information that other JPL applications can leverage to reduce redundancy and out-of-date or inaccurate data. In production for 2 years and now with several releases under its belt, the IKG is beginning to fulfill its promise as a foundational layer in the semantic pyramid for additional taxonomies and knowledge graphs to build upon. Speakers share a follow-up to the IKG journey including a description of their Enterprise Semantic Platform, a look at new taxonomies and knowledge graphs at JPL (enterprise-wide, others specific to engineering, technical, or science domains) and how they are beginning to leverage the IKG’s foundation of JPL concepts to enrich their dataset into a broader context. They discuss different techniques to federate or synchronize multiple knowledge graphs and how these diverse integrations benefit not only the new datasets, but also the IKG as it continues to pursue its overarching dream--providing answers to questions such as, “Who did what when?” “Who should you call?” and, “Where is the Robotics Lab?”

During COVID-19, the ADB approved an ambitious KM Action Plan (KMAP) to align KM efforts with ADB’s organizational goals of providing loans and technical assistance to developing member countries with the ultimate goal of reducing global poverty and align operations with the Paris Agreement. For the past 2 years, ADB management worked to streamline business processes, launch culture transformation, rely on remote work, and aim for more decentralization. With 30 internal projects underway, ADB focused on overseeing new initiatives and managing change. Additionally, ADB management has committed to using a “voluntary commitment principle” approach to adopting the ISO KM standard 30401, KM systems. The highest level of management is committed to optimize business operations and implement the standard, and ADB has established a senior-level KM governance group that spans the entire organization to support and enhance ADB's understanding of KM and to cultivate buy-in to the KMAP and ISO certification. To support the certification effort, most KM staff have been trained on the ISO standard and its requirements. ADB’s Office of the Auditor General and KM staff are working to prepare for the certification audit planned for Q4 2022–Q1 2023. This will make ADB the first international finance institution to seek ISO 30401 certification.

As the growth in volume and complexity of human and machine knowledge continues to accelerate, tools and users can become quickly overwhelmed. Even the best cognitive search tools require scrolling through dozens of documents looking for that “needle in a haystack.” Knowledge graphs are a major improvement, helping users gain new insights by connecting the dots to reveal hidden patterns and relationships. But what happens when the number of dots and connections becomes overwhelming? Murray shows how to make large knowledgebases more manageable, from capture to application, by combining text analytics, AI/ML, ontology, knowledge graphs, and most importantly, human sense-making. The result is less confusion and better decisions through an improved ability to discover potential problems, opportunities, and risks within your organization and ecosystem. In addition to focusing on a limited set of parameters such as bottom-line performance, efficiency, and productivity, this blended approach takes a variety of additional considerations into account, such as ESG and stakeholder sentiment. A use case involving a highly publicized incident drawing upon publicly available data illustrates how the application of these technologies can reduce risk from miscommunication, misunderstanding, and repeated mistakes.

In many organizations, the decision of whether to host KM solutions on-premise or in the cloud is a difficult decision to make. Comparing the advantages and disadvantages of either approach is complex and often fraught with political intrigue. Cervone helps navigate through the critical questions an organization must ask to make sound, long-term decisions related to KM system strategy.

Daiichi Sankyo has been on a journey to create a best-in-class intelligence and information service. A global audit of information needs conducted by the competitive intelligence & library services (CI-LIB) team identified key areas for improvement to support the company’s 2025 strategic vision. Our first speakers discuss how Daiichi Sankyo evolved its information systems to breakdown silos, simplify employee access to content, and facilitate knowledge sharing. Through the use of CCC’s RightFind suite of products, Daiichi Sankyo was able to unify data sources, eliminate duplication of effort, drive down costs, and promote employee engagement by offering a single place to discover content. Hear lessons learned and strategies for successful deployment of SaaS-based search software to meet the needs of a global organization, now and into the future. Yanko shares a practical case study illustrating the development and implementation of a multi-year, multi-phase KM program at the Land Title and Survey Authority of British Columbia (LTSA), a publicly accountable, statutory corporation responsible for operating the land title and survey systems of British Columbia. She discusses their experiences in developing a KM strategy, a knowledgebase as a one-stop shop for information to support staff in operations, as well as operationalizing a KM program.

AI enhances and amplifies human expertise, makes predictions more accurate, automates decisions and processes, optimizes employees’ time to focus on higher value work, improves people’s overall efficiency, and will be key to helping humankind travel to new frontiers and solve what feels now like insurmountable problems. But--we’ve got to get AI right … Can you trust the decisions made by an AI? Just because a decision is made by an AI does not mean that the results are morally or ethically sound. Our popular and experienced speaker introduces listeners to very tangible and holistic steps that organizations and practitioners across diverse roles can take to nurture and develop truly responsible AI ... and yes, she dives into a project where her team explored how AI might have empowered Titanic passengers and what epiphanies that project resulted in.

Knowledge management is the foundation for successful AI. From designing business processes that are reflective of the organization’s people, content, and culture to integrating structured and unstructured information within an organization’s data model, both are equally important for promoting knowledge transparency, findability, and higher-level, strategic thinking. In this presentation, speakers share the story of how DSCA KM is setting conditions that will drive AI culture and competitive advantage required for future operations. DSCA recognizes that failure to adopt AI will result in irrelevant, siloed legacy systems, erosion of cohesion among allies and partners, and reduced access to markets that will all contribute to a decline in our national security. As DSCA matures toward AI, the agency is committed to delivering AI-enabled capabilities to reduce the time and resources required for menial tasks to free up resources for higher-value activities and emerging security cooperation priorities, such as strengthening partner relationships.

Managing structured and unstructured content efficiently and effectively across a variety of complex systems is too frequently addressed with quick fixes or workarounds that end up not being successful. As organizations grow and evolve to support a more remote and digital workplace, it is important for them to realize the benefits of developing solutions with the support of innovative KM processes and technologies to address the root causes of their KM issues. In this presentation, the speakers will share the details of their adventure to make it easier for Walmart’s global learning organization to manage content used by 2.4 million associates. They will discuss their efforts to discover the root cause of their issues as well as their approach to design and build a modern learning ecosystem using graph technologies to address them. The development of a metadata management hub is a core component of their solution, supported by integrations with a graph database, taxonomy management tool, and search engine, which together are to provide learning experts with a single source of truth to discover and administer learning content spread across the vast Walmart ecosystem. Hear the lessons they've learned implementing this innovative KM solution at scale for the world’s largest employer.

Ontological natural language processing (NLP) is one of the best ways to make tacit knowledge explicit. The goal is to help all our experienced knowledge workers push down their experience to the next generation assisted by designed human computer interaction. The gap between what technology can do and what our senior leaders understand technology can do is growing by the second. Rudden discusses ontological NLP and the aspects that humans have forgotten in the 20 years of machine learning and driving data to do their engineering. Expect more!

Informal digital spaces for knowledge sharing in organizations are now ubiquitous. Today, virtually every large organization has integrated and interoperable applications, like TEAMS, to make knowledge sharing possible across teams. Yet we all know that a number of sensitive interdependencies must come together to create and sustain communities where members feel valued, safe and stimulated. The CLA CoP at USAID provides a forum for more than 700 globally distributed employees to elicit and share resources and solutions to practical challenges they are facing in their work. The CLA CoP has developed into a flourishing, responsive, and dynamic community of diverse working practitioners across the globe. Speakers elaborate on specific elements that contribute to the success of the Google Group-based CoP and offer rich illustrations to make them accessible and replicable for participants. They provide examples, including those of the Feed the Future Knowledge, Data, Learning and Training Activity, drawing on recent experiences of actionable questions and actionable answers; nesting of resources within larger collections of materials; and practitioner-led learning sprints in which colleagues opt into time-bound explorations of particular topics to address authentic challenges. They leverage a synchronous shared writing and annotation activity to surface participants’ past experiences, challenges, and solutions. Bring a computer or tablet to participate in an interactive, web-based activity during the session!

Davison discusses the benefits of capturing knowledge in “one-stop-shop” curated knowledge centers as a part of a knowledge capture database. While knowledge centers aren’t really a novel idea, the aspect that is garnering the most interest is how we are capturing the quantified benefits of lessons learned. This real world case study walks through this project from beginning to end looking for problem identification, solutions, outcomes, and benefits.

When no one will hire you as a knowledge manager, rewrite the definition of it! If you’re attending KMWorld, it’s pretty certain that you’re either a KM professional now or aspiring to be one in the future. So why would you even consider coming to this session? Well, for one, it’s a case study, and everyone loves case studies. Second, it offers insights into what can happen to a person’s psyche when the going gets rough and the chances of being employed as a KM professional dim over time. Finally, the session takeaway focuses on how to reframe your definition of what a knowledge manager is. So, what have you to lose? Come, listen, and add your insights, since we know you thrive on sharing knowledge!

This double session highlights tips and techniques for knowledge sharing and transfer with younger generations, engaging employees with everything changing at a rapid pace, and ensuring your organization is inclusive. Jacobson reflects that in years past, graduate lawyers gained knowledge and expertise from more senior lawyers through attending meetings, following them to court, and listening to phone calls—knowledge effectively gained through osmosis. This challenge is not unique to law—it broadly applies to all professional services. In the new pandemic world, junior lawyers can’t gain knowledge through these traditional means, so we need new ways to transfer knowledge that appeal to the way junior lawyers absorb information—short, on point, entertaining, and timely. Jacobson discusses how her firm creates this new world through AI-assisted technologies, sophisticated search, cultural SWOT teams to extract information from senior partners, and development of an integrated O365 ecosystem. Jorczak discusses effective knowledge management strategies that can improve the findability and discovery of organizational content in every channel. As he notes, on average, 93% of customers begin their support journey on Google, but too often, customer service leaders neglect third-party search engines and instead focus on help centers, ticketing systems, and knowledgebases. In order to create a seamless digital customer experience (DCX), organizations need to meet customers and agents where they are—regardless of whether that’s on Google or a help site. Hear what organizations are currently doing in this space. King tells about knowledge sharing in CivicPlus, a fast-paced, gov-tech company where the only consistent thing is change. She discusses how knowledge sharing and KM came to impact the culture and overall success of a company that is an industry leader. Hear about the successes, the challenges, the failures, and the lessons learned over the last several years as the CivicPlus KM team has grown.

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Hear from leading-edge suppliers to the KM industry as they share their insights of the KM community. Keeping in mind the advancements in AI, automation, and the demand for digital-first services, Chmaj shares emerging strategies and best practices for developing holistic, standard knowledge development approaches that can be tailored to fully leverage knowledge in a full array of user services and interactions. As enterprises embrace hybrid and remote working environments, many organizations are looking to improve the way they deliver learning and development activities to their staff in engaging, interactive, and collaborative ways. Boettcher shares a number of scenarios for collaborative learning communities with Microsoft Teams, building communities of practice, peer-based management training, and more. Hear from leading-edge suppliers to the KM industry as they share their insights of the KM community. Keeping in mind the advancements in AI, automation, and the demand for digital-first services, Chmaj shares emerging strategies and best practices for developing holistic, standard knowledge development approaches that can be tailored to fully leverage knowledge in a full array of user services and interactions. As enterprises embrace hybrid and remote working environments, many organizations are looking to improve the way they deliver learning and development activities to their staff in engaging, interactive, and collaborative ways. Boettcher shares a number of scenarios for collaborative learning communities with Microsoft Teams, building communities of practice, peer-based management training, and more. Earley discusses the “last mile” of artificial intelligence by using a “knowledge factory,” an approach that solves information problems today while providing a foundation for the future. It’s a methodology for analyzing business problems, breaking problems into specific information requirements, developing and structuring knowledge components, and building out models for continuous learning and knowledge curation using automated and human-in-the-loop approaches along with process metrics to quantify business impact. Join our industry leaders for ideas and insights you can take home with you!

This year’s fun networking event is based around a new book by Stan Garfield, communities of practice guru and leader of a large, global KM community, SIKM Leaders. The 5 Cs of KM are:

1. Capture—the supply side of knowledge.
2. Curation—taking existing information and making it more useful.
3. Connection—supporting the demand side of knowledge (people to people, people to content, and content to content), enabling demand-driven or just-in-time KM.
4. Collaboration—interacting with peers and colleagues to exchange ideas, share experiences, work together on projects, and solve problems.
5. Creation—inventing and innovating new concepts, approaches, methods, techniques, products, services, and ideas that can be used for the benefit of people and organizations.

Join your colleagues for stimulating conversations around the 5 C’s of KM!

Artificial intelligence and machine learning (AI/ML) are becoming increasingly influential in mainstream KM, whether it’s in powering digital transformation; automatically connecting us to relevant people and content based on similarities of context and activity; extracting concepts from documents, images, and audio-visual files; or finding meaningful patterns in very large datasets. The very complexity of these tools renders them opaque to business users. Too often, people are given AI capabilities and are expected to use them without the necessary safeguards. How are we to know whether the tools we are deploying are fit for our particular purpose and that they do not carry hidden biases or errors? Klein, a research psychologist famous for pioneering in the field of naturalistic decision making, shares five accessible and practical tools from his new book for exploring, understanding, and explaining the boundaries, constraints, and AI/ML applications so that we can direct their uses more effectively, safely, and securely.

It’s important to put employees at the center of work and create a culture where they can thrive through knowledge and expertise. Our lively and knowledgeable speaker explores how customers and Microsoft itself have implemented Viva Topics. She discusses best practices for getting deployed, garnering adoption, and scaling across organizations. The focus is on the practical application of how People + AI work together to generate a useful, engaging, up-to-date knowledgebase. Get lots of tips and ideas to ramp up knowledge sharing in your organization.

How many times have you heard that phrase? Join our popular and experienced thought leader as he discusses new Google-like, AI-driven experiences that users expect these days in search applications. These applications are driven by technologies like knowledge graphs, vector search, and advanced natural language processing, many of which are available as open source. Hear how these technologies are delivering want users want.

With new machine learning methodologies and innovations taking the search industry by storm, designing a user experience (UI) that aligns not just to relevant results but to predictive and personal experiences is the way of the future. Think about the users--they don’t want to spend their time searching, they want to find their files and get back to work. Relevant search results in an intuitive, easy-to-navigate UI are what the users care about. Visualize what you want the user to experience, then wrap data and services around that, which means you’ll get closer to an ideal transformational outcome for your users. Join our experienced technologist and leader: Get tactics and techniques that create a knowledge management experience that is based on user goals--not system capabilities. The time to transform the way your users discover knowledge is right now!

Meet your fellow participants! Take part in our popular interactive knowledge café, where you can share your KM challenges with colleagues and KM practitioners. Each table has a KM industry mentor and topic; you will have time to visit four different tables during the café. Meet and learn in this intimate networking atmosphere with thought leaders and practitioners of the KM industry.

This hands on exercise by a long time KM practitioner, thought leader and developer of the Cynefin method, provides a great learning experience. In an open space type format it uses a range of methods developed by the Cynefin Co over the years. The goal of the methods is to remove as far as possible the influence of the facilitator to allow the groups own voice to come through without influence. Join, learn and practice techniques for conflict resolution (the triopticon method), silent listening, ritual dissent, archetype/personal creation and techniques for disruptive innovation.

Do you need to deliver enterprise search across information in SharePoint sites along with other content repositories and possibly even some of your structured data? Do you need your enterprise search to understand your company’s jargon? Do you want search results to return organized facts as opposed to only lists of hopefully relevant links? Knowledge graphs can help. The term “knowledge graph” was coined by Google when it recognized the need to enrich search algorithms through leveraging a curated knowledgebase of facts. In the enterprise, knowledge graphs can include controlled vocabularies, reference data, and other commonly used terms and entities as well as connections between them. Enriching and categorizing content using terms from curated vocabularies, makes it more findable. An enterprise knowledge graph can create a foundation for linking structured and unstructured sources based on the common terms. It can capture commonly asked questions, drive recommendations, make natural language processing more powerful, and more. Join us to learn how using knowledge graphs can help in automatically enriching your unstructured data and improve users’ ability to find relevant content and facts.

KMWorld magazine is proud to sponsor the 2022 KMWorld Awards, KMPromise & KMReality, which are designed to celebrate the success stories of knowledge management. The awards will be presented along with Step Two’s Digital Awards, where you get a sneak peek behind the firewall of these organizations.

TechnipFMC views learning and KM as two parts of a learning whole, giving practitioners in each discipline a broad portfolio of solutions to solve business problems with. This session includes several case studies of blended learning and KM solutions that together drive adoption of best practices; ensure successful change management; leverage communities of practice, experts, and executive sponsors; and create a high level of employee engagement. Components included in the case studies run the gamut--from expos to idea jams to workshops to elearning to podcasts and expert blogs, and from curriculum to learning playlists to Wiki pages to webinars to contests, videos, and more.

Once upon a time, knowledge and documentation lived within the business, was largely tribal, and was authored by team leads in informal ways. Unum has charted a decade-long journey to transform KM into a strategic business advantage by aligning knowledge with learning and communication, providing governance and technology, and creating a center of excellence where collaborative approaches thrive. Speakers share insights and tips in this interview-style conversation between the department leader and a senior content manager.

Our first speaker shares the transformation journey from individual legacy or personal knowledge to collective knowledge or continuous learning organization: 7 years of building a KM network. She discusses hidden gems or intangible assets; feedback from country senior leaders regarding a strategic plan to bring KM from the present to the future; COVID accelerated transformation when traditional KM could not respond to the challenges brought by COVID and working remotely; legislative changes being adopted with record speed; and the new network built from scratch to respond to the clients’ needs. Her team began with a rollout to 60 countries then 130, collecting tax and legal measures across the globe. Their five-pillar strategy includes organization and governance, client-driven content, people, collaboration, and technology. Their knowledge equation is, “The whole is greater than the sum of its parts” (Aristotle). Hear how their collective knowledge increases exponentially when combined. For KM practitioners, agile frameworks have long been considered important for optimizing stakeholder value and satisfaction in KM initiatives. More than 20 years ago, a group of software developers revolutionized their field by introducing the Agile Manifesto to guide their industry in adopting Agile values, frameworks, and practices. The second presentation introduces the Agile KM Manifesto and demonstrates how its principles can engender success in their KM strategy and implementation projects ranging from SharePoint implementations to knowledge graph development. Learn how the Agile KM Manifesto principles guided success in several real-world examples, including the design and implementation of a user-centric intranet used by more than a half-million employees, the creation of an enterprise taxonomy for one of the world’s largest nonprofits, driving findability and collaboration in their SharePoint Online instance.

Cognitive AI runs on knowledge – expertise and content structured and organized for retrieval using virtual assistants, chat bots, and conversational commerce applications. But how do organizations build this capability cost effectively and sustainably? The answer is a “knowledge factory,” an approach that solves information problems today while providing a foundation for the future. It’s a methodology for analyzing business problems, breaking problems into specific information requirements, developing and structuring knowledge components, and building out models for continuous learning and knowledge curation using automated and human in the loop approaches along with process metrics to quantify business impact. Organizations that do not build these capabilities will be caught flat footed as the industry progresses and competitors build sophisticated capabilities that enable higher levels of customer service at lower costs. Get the actionable steps to begin the journey, learn how to develop a realistic achievable, roadmap based on current capability maturity, and how to apply a repeatable, scalable “factory” process to conventional knowledge management problems.

Our first speakers discuss Globo, a central knowledge management initiative at Helsana, the leading Swiss health insurance organization. Its aim is to consolidate all relevant product-related knowledge and its creation in one central place to facilitate collaboration and knowledge sharing. Get their insights about the general approach and the technical implementation which is solely based on Office 365 technologies. Domeshek describes Beacon, an experimental system developed for the Navy, which combines model-based knowledge management and case-based retrieval of organizational experiences using semantically-rich metadata to provide accurate, proactive retrieval of useful experiences. Beacon presents planning problems to military planners serving as test subjects, monitors the planning decisions they enter, using an instrumented planning tool to detect patterns of situational elements and decisions that are similar to those of past cases. It proactively suggests similar past cases to help planners improve the quality of their plans. Get the concepts and hear about testing response as well as future possibilities.

Organizational knowledge is composed of strategic capabilities, which in turn are composed of combinations of functional and personal knowledge resources. The “dark matter” of the organization refers to the mysterious, and often automatic, unreflecting knowledge work a mature organization does to combine these resources for strategic effects. When the competitive environment changes, strategic capabilities can become outdated, as when film photography was superseded by digital imaging. Strategic capabilities can become strategic liabilities, and they can hinder the organization’s ability to adapt. But does all of this “zombie knowledge” represent a liability? The underlying knowledge components may still be valuable, if they can be repurposed. Lambe discusses how two companies, Kodak and Fujifilm, navigated the collapse of the film-based consumer photography market, and how one (Kodak) failed, and the other (Fujifilm) emerged stronger and more resilient. What did Fujifilm do to ensure that its apparently “zombie” knowledge could be repurposed to new commercial ends? How can a clearer understanding of knowledge audits help you figure out the “dark matter” that binds your organizational knowledge together to successfully navigate the winds of change?

In this talk, Sarah Patrick discusses a number of cloud services available from Amazon Web Services and how they can help with teams to collaborate in their daily work. David Patrick shows similar tools from the Microsoft world of cloud computing and compares and contrasts these tools with Amazon’s.

The session presents several case studies from various development organizations (e.g., World Bank, United Nations) that illustrate how smart and agile knowledge management approaches have contributed to more sustainable solutions and impactful projects around the world. KM can save the planet!

Over the last several years, there has been a great need recognized to capture critical knowledge before people retire from a particular Naval Research and Development Laboratory. At the same time, as new employees onboard and reorganizations occur, knowledge sharing and transfer has become even more paramount. In addition, with the introduction of new collaborative tools and the increase in employee off-site operations (for example, telework), knowledge and expertise are being shared in novel and perhaps less documented ways, putting strains on typical archival structures. This talk discusses the work in developing a KM strategy and framework for a Naval Research and Development Laboratory, as well as highlights additional work in the knowledge retention and metrics areas.

As the information age rapidly accelerates, organizations are challenged with decreasing employee productivity, high employee churn and changing market conditions. Kennedy highlights the importance of integrating data and knowledge to deploy an effective AI strategy as a competitive advantage. Investing in the correct knowledge infrastructure to support AI initiatives is crucial to maximize existing technology investments, improve employee productivity and increase the engagement of your customers. Modern knowledge infrastructure transforms knowledge into the answers that your customers need and that both humans and machines need to operate effectively in the modern workplace. Learn why investing in the correct knowledge infrastructure is the most valuable investment that you can make to prepare your organization for the future of work.

Join the members of Knowledge Cast, the number-one ranked podcast on KM. Wahl and his guests provide insights and inspiration via a live-stream episode of the podcast. Hear some of the key ideas and innovations shared at this year’s KMWorld as well as what our panelists are seeing within the rapidly changing field of KM.