When I was at Rocketdyne, my last job was to research, test, and (if warranted and reasonable) deploy social media and collaboration technologies. Part of the reason I took the early severance package they offered back in 2010 was because I didn’t believe the company was really commmitted to supporting what I was doing.
Now it looks like I’m going to have to resurrect my knowledge of those tools and platforms just so I can interact with my friends and family. For instance, anyone who sees a lot of my posts on Facebook knows I usually go to the gym on Fridays, then out to dinner and for a couple of craft beers with two of my former colleagues from Rocketdyne.
We can no longer do that for the next month or so, and we’ve already talked (texted) about how to get together virtually. Not sure how, but there are lots of options. I’ve been using Slack with Quantellia, but I’m really interested in something free. I’ve used Google Hangouts before and I’ve been reading some good reviews from Zoom users. I don’t think Zoom existed back then, but I’m going to find out about it.
The saying is “necessity is the mother of invention,” and I have no doubt the next few months are going to drive our innovative capabilities and our need to collaborate and work together. While I’m not looking forward to being essentially cooped up in my house with my wife and two teenagers (plus a dog and two cats) I am a little excited about discovering the positive things we can extract from the disruption. I expect there will be far more than most of us can contemplate. Hang in there everyone. Let’s expand that silver lining.
During my last eight years at Rocketdyne (which traversed ownership by The Boeing Company and United Technologies’ Pratt & Whitney Division) I was the Project Manager for an internal tool called AskMe. It’s original intent was to provide a method whereby people could find both experts and expertise, i.e. people with knowledge they needed or papers and other publications that expressed useful knowledge. I later came to realize what we were doing was using a social media tool.
During the entire eight years I worked on that system, it was a constant struggle to get people to use it. People clearly believed that sharing was not in their best interests. Either that, or they were too intimidated by the thought of putting their knowledge to the test of time, as the whole idea was to foster conversations that would be saved and could later be searched when that kind of knowledge was needed again.
At any rate, I tried lots of different ways of promoting the tool. This one, below, came about after I received an email (at home) for a penis enlargement product. I thought to borrow the concept and see if it flew. I have taken the liberty of blurring out my colleague’s face, as I’m not sure where he is and, frankly, I don’t even remember who he is!
BTW – Within a couple of years of my departure, much to the chagrin of many who had worked on it, the tool was gone. I’ll share later why I think this was so.
This is another paper I found on my computer. Truth to tell, I have no idea who wrote it. It could have been me, but I don’t remember. I searched the phrase from the title in Google, but could not find anything. Inasmuch as I retired from Rocketdyne (and the pursuit of enterprise-wide KM) nearly 10 years ago, it could be from something I encountered more than a decade ago. Nevertheless, I’m sharing it with the caveat that I’m not claiming to have written it; I’m only asserting it’s an important document for anyone who’s struggling with getting their organization’s people to share their knowledge for the benefit of their company. My experience, as well as my discussion with those who are still involved in the corporate world, is that knowledge sharing is still nowhere near as widespread as I think it should be. So, without further ado, here’s that Baker’s dozen of reasons people aren’t sharing:
don’t know why they should do it. Leadership has not made a strong case for
knowledge sharing. Solution: Have the leader of the organization communicate
regularly on knowledge sharing expectations, goals, and rewards.
don’t know how to do it. They have not received training and communications on
how to share knowledge. Solution: Regularly communicate and conduct training,
webinars, and knowledge fairs. Web-based training and webinar recordings should
be available for all tools.
don’t know what they are supposed to do. Leadership has not established and
communicated clear goals for knowledge sharing. Solution: Establish and
communicate clear knowledge-sharing goals.
think the recommended way will not work. They have received training and
communications but don’t believe what they are being asked to do will work.
Solution: The KM leaders, knowledge brokers, and other members of the KM team
have to convince people in small groups or one-on-one by showing them that it
think their way is better. They are used to working on their own or
collaborating only with a small group of trusted comrades and believe this is
the best way. Solution: Regularly share stories of how others are benefiting
from sharing knowledge using the recommended ways. This should help sway those
stuck in their current ways to consider using better ways.
think something else is more important. They believe that there are higher-priority
tasks than knowledge sharing. Solution: Get all first-level managers to model
knowledge-sharing behavior for their employees, and to inspect compliance to
knowledge-sharing goals with the same fervor as they inspect other goals.
is no positive consequence to them for doing it. They receive no rewards,
recognition, promotions, or other benefits for sharing knowledge. Solution:
Implement rewards and recognition programs for those who share their knowledge.
For example, award points to those who share knowledge, and then give desirable
rewards to those with the top point totals.
think they are doing it. They are sharing knowledge differently than the
recommended ways (e.g., sending email to trusted colleagues or distribution
lists). Solution: Assign people to work with each community and organization to
show them how to use the recommended ways and how they work better than other
ways. Providing a new tool or process which is viewed as a “killer app” – it
quickly and widely catches on – is the best way for the old ways to be replaced
with new ways.
are rewarded for not doing it. They hoard their knowledge and thus get people
to beg for their help, or they receive rewards, recognition, or promotions
based on doing other tasks. Solution: Work with all managers in the
organization to encourage them to reinforce the desired behaviors and stop
rewarding the wrong behaviors.
punished for doing it. As a result of spending time on knowledge sharing, they
don’t achieve other goals which are more important to the organization.
Solution: Align knowledge-sharing processes and goals with other critical
processes and performance goals.
anticipate a negative consequence for doing it. They are afraid that if they
share knowledge, they will lose their status as a guru (no one will have to
come begging to them at the time of need), that people they don’t trust will
misuse it or use it without attribution, or that they will not achieve other
more important goals. They are afraid of asking a question in public because it
may expose their ignorance or make them appear incompetent. Solution: Position
knowledge sharing as being a critical success factor for the organization.
Facilitate ways for people to establish trusting relationships through enterprise
social networks and face-to-face meetings. Recognize those who ask in public,
and provide ways to ask questions on behalf of others.
no negative consequence to them for not doing it. Knowledge sharing is not one
of their performance goals, or it is a goal which is not enforced. Solution:
Work with all first-level managers to get them to implement, inspect, and
enforce knowledge-sharing goals. This needs to come from the top – if the
leader of the organization insists on it and checks up on compliance, it will
obstacles beyond their control. They are not allowed to spend time sharing
knowledge, they don’t have access to systems for knowledge sharing, or they
don’t have strong English language skills for sharing with those outside of
their country. Solution: Embed knowledge sharing into normal business
processes. Provide ways to collaborate when not connected (e.g., using email
for discussion forums). Encourage those with weak English skills to share
within their countries in their native languages.
amorphous collection of knowledge residing within the minds and computers of
any organization is now being referred to as “Intellectual Capital”. The
question we face is how to preserve and invest that capital wisely. In order to
understand and solve this problem it is important first to understand how we go
about acquiring and sharing our collective knowledge.
processing of knowledge can be seen as occurring in one of four interrelated
steps. These steps may be characterized as sensing, organizing, socializing,
and internalizing. Each of these steps may be further characterized by specific
activities that people engage in to develop their understanding of, and ability
to use, the information they receive.
consists of two basic dimensions, discovering and capturing. Every day we are
experiencing the world around us, whether at work, play, or rest. Regardless of
where we are, be it work or home, the world impinges on us. It is the degree to
which we pay attention to our world that determines how much we will discover,
and how much of it we will manage to capture (remember).
order for information to be shared, or even utilized by an individual, it must
be captured. Capture in the context of this analysis consists of placing
information or knowledge in a form which is accessible by others. One of the
most obvious manifestations of information capture is a report, written and/or
posted on an intranet site, This aspect of Knowledge Management can also be
characterized as turning tacit knowledge into explicit knowledge. It prepares
the way for the next step in the acquisition and sharing of knowledge.
Rocketdyne, this is done through reports such as Monthly Progress, Inspection
Discrepancy and Correction, Periodic Schedule updates, Budget Variance, and
others. These items memorialize the analysis, by various individuals, of
information gleaned from sources as varied as the mainframe computer systems,
their own experience, and anecdotal knowledge learned from others.
information is acquired, it must be categorized and fit into each of our
personal set of experiences. People who have been at a particular function for
a long time generally know more about that function than those who have just
started performing it. This is so because “veterans” have had time to make
mistakes, to learn from those mistakes, and to adjust their behavior
understand almost intuitively how best to approach particular problems and how
best to solve them. This is the area in which we develop our tacit knowledge,
our knowledge which we find difficult to put into words, but know deep down.
also has an external dimension and involves such activities as: The writing of
reports and presentations; the compilation of data, specs, or rules, and; the
maintenance of databases, spreadsheets, drawings, and other documents.
Socializing or Sharing
matter what our intelligence and experience, we still need to work with other
people. Although not true of all, most of us do our best, and learn the most,
when we collaborate and work with others. By working together, and sharing our
thoughts and feelings, we are capable of looking at problems and situations
from many different perspectives.
is where the whole becomes greater than the sum of its parts. When people
collaborate, they are generally capable of getting more done than when they
work separately. This is obviously true of producing a complex product, and it
is also true of understanding
consists of all the informal ways in which workers interact with each other and
share knowledge. It is the tacit to tacit aspect of knowledge transfer.
Informal email, conferencing tools, even meetings over lunch and before and
after presentations and briefings fit into this category.
Rocketdyne this activity take many forms and, in some ways, continues on
throughout the day. In addition to the ways in which people share information
informally listed above, there are numerous conversations which take place at
peoples’ desks, over a cup of coffee, or during a cigarette break outside the
information or knowledge is captured and set forth in explicit form, it is then
possible for others to benefit from it. This is done, for the most part,
through the reading of reports (however published) and the studying of graphs,
charts, etc. This phase may be characterized as explicit to tacit and leads to
summarizing, orienting, and personalizing of tasks and content.
Rocketdyne, this is done in numerous ways. There are briefings taking place on
a daily basis. There are Corrective Action Boards, Preventive Action Boards,
Material Review Boards, Flight Readiness Reviews, etc. Numerous schedules and
reports are placed on the intranet and each product team has its own intranet
presence. Additionally, every process has an intranet presence.
of how we process knowledge, there remains the question of how we actually
relate to it and its pursuit. Too often, in our zeal to get through the day,
get things done, finish what we started, we fail to take the time to process
what’s happening in our lives or on our jobs. By failing to do so, we rob
ourselves of the sense of wonder and awe which precedes discovery and
invention. A complete approach to Knowledge Management must include an
understanding of the importance reflection and relaxation can play in the role
of innovation. To do so may require entirely new methods of presenting
information to knowledge workers, methods we can only begin to comprehend.
do know this. These methods will undoubtedly spring from the World Wide Web and
the Internet. Already, most large companies are using their intranet more and
more to gather and present the collective knowledge of their organization. Both
Boeing and Rocketdyne have an extensive intranet presence which includes Vision
statements, Mission statements, and items ranging from “Lessons Learned” to
benefits information to product part numbers and the Manufacturing Engineers
responsible for them. There are pages and pages of content devoted to
education, organization, and even Knowledge Management.
I received my Master’s degree in Knowledge Management from the Tseng College of Extended Learning at California State University Northridge (CSUN) in 2009. Shortly afterward, the University decided to cancel the program. Recently, I received a request to participate in a survey being used to determine if it was time to reinstate it.
As a result, I not only took the survey, but also shared some of my thoughts about the program and its importance. Today I am meeting with the person at CSUN who is leading the effort to make the determination of whether it’s worthwhile to start up again. I also expressed my interest in teaching a class or two.
I’m still quite convinced (at least my interpretation of) Knowledge Management is an important part of how organizations can make the most of what they know and how they use it to further their efforts. It may need to be re-branded, as KM seems to be a term too loaded with baggage, especially the concept of “managing” knowledge. Frankly, I’m not sure, but I’d like to be part of the conversation.
I’m not expecting much, but it would be nice if they brought the program back and, even better, if I can play a role in making it truly meaningful and relevant. Far too many think of it as something like library science on steroids . . . and I think that characterization misses the point. I’m of the opinion connecting people day-to-day is far more important than developing a repository of lessons learned and better practices. Not that they aren’t necessary; I just believe facilitating continuous conversation aimed toward more useful collaboration and greater innovation (especially wrt internal processes) holds more promise for most organizations.
Experimenting with some short form blogging.
I’m sitting in a conference room where I was supposed to meet with a couple finance people to go over our integrated master schedule. Nobody is here except me.
It’s kind of nice not having to deal with anybody, and I log onto my computer at my desk, but it’s just not the same and I’m bored.
Now I’ve moved into another conference room and it looks like I’m gonna be doing the same thing. At least I’m being taken out to lunch today, by one of the very people who’s supposed to be here right now. He will hear about this.
First off, let me say I’ve been a proponent of “working out loud” since long before it was called working out loud, even before it was “observable work“, though I didn’t actually have a name for it back then. Since I’m mostly retired, it wasn’t until the end of this week I became aware it was “Working Out Loud Week” and, as a result, decided to look back at the history of the concept. That’s how I came to the two links I’ve shared above. I also know both authors, had encountered their work many years ago, and was not surprised to find them listed among the seminal documents describing either phrase.
I have no desire at this point to write a comprehensive history of the idea and how it’s developed, as well as any prognostication on its future, so I won’t be getting into that. Besides, there are others who are still far more deeply engaged in the day-to-day effort than I, so I think — at least at this point — I can leave that up to them. I will offer, however, I’m a little disappointed at the idea of setting aside one week in which to suggest people all over the world give it a go; believing instead, it’s a concept worthy of continuous admonition and support. Nevertheless, I understand the forces we’re struggling to overcome and the resistance and inertia standing in the way of progress. It’s often necessary to encourage people to take baby steps, get their feet wet as it were. My disappointment doesn’t run terribly deep.
Actually, due to a chance encounter on the interwebs as I was doing this looking back, I mostly wanted to ask a question. To wit:
If last week was “Working Out Loud Week” (#WOLWeek), then what the hell was this? Color me cornfuzzled although, as I have noted, I’m all for #WOLForever. It’s also good to see Ms. Hart provides links to John Stepper’s,Harold Jarche’s, and Luis Suarez’s efforts, but I’m a bit surprised the author is so unfamiliar with Luis she calls him Luis Elsua! That, I suppose, is another story.
PS – I looked a little further and discovered a post of Harold’s that refers to the post of Jane Hart’s I refer to in the paragraph above. So . . . now that I’m dizzy and, really, a bit delighted at the cross-referrals, I’ll leave my original question. I remain curious as to how we got two #WOLWeeks, but I haven’t the time now to do the research to understand. Maybe someone will actually comment on this post and help me out. In the meantime, I’m glad the concepts of observable and narrated work are getting the attention they deserve. It is a very important aspect of knowledge management and essential to building and maintaining high performing communities, IMO.
I joined Facebook on July 3, 2007, which means I’ve been a user for over seven years. It wasn’t terribly difficult to go through my Timeline and discover the date, but neither was it all that easy. I think I got lucky in finding the entry. Actually, since my retirement, I’ve been pretty much a daily user of Facebook. I’ve always been a little disappointed that it’s all but impossible to search your Newsfeed or your Timeline. This is especially egregious given that you can search in groups.
I’ve also been pissed off so many times because of how FB works, both in a browser and on my iPhone’s app, that I’ve found workarounds to deal with the way I get bounced around and have trouble returning to where I was when I decided to read something a little more in depth. So, the other day a friend of mine posted a description of what I had been feeling and I thought it was perfect. I told him so and I want to share what he said. Here ’tis:
I swear Facebook timeline is practice for a serious freaking bout of Alzheimer’s. You read something of interest that is cut off, so you click “… more” and read or watch something that makes you feel marginally more human and connected, you click back or close the pop-up and and they have redecorated, painted the walls (the lovely picture a friend took of a sunset or an odd shaped peanut) isn’t there but something sort of just as interesting is, and the dog you though you had (well the video of a puppy) is gone, and the thing your friend shared you wanted to like is also… POOF!
I swear Facebook is created by people who time travel and the time travel booths are sponsored by some sort of Alzheimer’s Anonymous reject group or something and want to inflict their version on the world as if that can be the new normal.
On the other side of the coin, there are lots of things you can do to organize yourself and the people and pages you follow and care about. One of the ways to do it is by building lists, or subscribing to lists others have built. One of the people who is, in my opinion, the most informed and engaged in using Facebook effectively, is Robert Scoble (aka Scobleizer). Here’s a blog post of his from nearly two years ago. He manages to stir up a lot of controversy, as evidenced by the comment from “mindctrl”, but also has a lot of really useful advice and analysis to offer. Not just for Facebook, either.
I’m still struggling with the “working out loud” thingy, but Facebook is definitely part of it. The main problem for me is that it also sucks me in and I use it to avoid doing the other things I want to do. That’s another story for other days. If anyone has thoughts about how Facebook works (or doesn’t) for you or how to make it more useful, I’d love to hear them.
I am — at least, I was — a Knowledge Management professional. It’s what I did for over a decade at Rocketdyne, starting when it was a business unit of The Boeing Company, up through my retirement from Pratt & Whitney Rocketdyne, a division of United Technologies. Pratt & Whitney paid for me to earn a Masters Degree in KM online from CSUN’s Tseng College. It’s such an exclusive degree they don’t offer it anymore. 🙂
I mention this because it affects how I share information, especially here on my blog. One of the tenets we tried to drill into people’s heads, and follow ourselves, was to avoid reinventing the wheel. That is, make it a habit to reuse information and knowledge that’s already been won at some cost to one or more individuals and the organization in which it was produced. This means, among other things, I am not interested in rewriting what others have written, while adding my own twist to it. This doesn’t apply when how I perceive an issue is substantially different than others, but it does when I’m sharing things I mostly agree with.
Yesterday and today brought me two great, and related, examples of things that need sharing and for which there’s little for me to do than announce them. The first I will actually place second, below, as it’s the subject of the second, which is a post by Dennis Howlett, which he published today in diginomica. What Dennis discusses is a Google Hangout Robert Scoble conducted, wherein he described what he has learned in thousands of hours of tweaking Facebook’s algorithms — primarily through his educated use of lists, likes, shares, etc.
Both Dennis and Robert are still far more embedded in the business world than I am and, rather than attempt an explanation through my eyes, I want to leave it to both of them to help you out. If you are using Facebook for your business or profession, or even if you just want to have a much better experience when using Facebook personally, I suggest reading the post and watching the video, which I am also including here. As Dennis points out, Robert is very generous with sharing his knowledge, something this KM pro really admires. You really should take advantage of it.
My intent is for the act of sharing to be liberating for me . . . and informative for others.
I decided to celebrate my birthday this year by doing something I may regret. No, I’m not taking off to Vegas with $5k and a desire to lose my inhibitions completely, nor am I going to see if I can find some Window Pane or Orange Owsley and relive the late sixties. I’m going to delve a little deeper into what I see as a corollary of something I’ve been writing a little bit more about lately . . . working out loud. The corollary is . . . living out loud. Let me explain.
Working out loud is about finding ways to work where not merely the fruits, but also the cultivation, planting, and meticulous care and grooming of those fruits are conducted in a manner that allows others to follow along, perhaps contribute somewhere along the way. It involves activities such as moving conversations away from email and into other forms of internal communication; e.g. micro-blogging, wikis, other types of social networking/communicating/collaborating tools, etc. I have found from experience it is not an easy thing to do, even when you are a wholehearted supporter of the idea. The entire ethos of our work culture militates against it and, for some, it’s downright dangerous and heretical.
Living out loud, however, is something a little bit different. I’ve never had to do an activity report though, come to think of it, as a kid I did have to face my father’s wrath when I forgot to do one of my chores. Now, however, I’ve retired from the last place I had a regular job at, so nobody much requires me to report to them. I do have some activities I’m involved in where I keep people apprised of my efforts and progress, but it’s not the same as when I worked at Rocketdyne. Anyway, in an effort to share a little more of me, here’s my first formal attempt. I posted the following on Facebook first.
This is the first birthday I haven’t much looked forward to. Although it seems not to mean all that much, since some time in April I am seven years older than my father was when he died. I think about it, because I grew up being told I was “exactly like your father”, especially when I did something untoward or displeasing to my mother. Medically, although my experience is not like my father’s, I am nonetheless in uncharted waters. It’s a situation both my daughters will likely have to deal with their entire lives.
Also, this year I will be closer to 70 than to 65. I am entering my dotage and, frankly, my worry isn’t for me. If it was just me and Linda, I think we’d be fine. We’d get along OK. However, we have two young girls to care for and see into adulthood and sometimes I fear I won’t be there for them much longer. I’m not yet losing any sleep over it and I surely don’t plan to, but the thought I could be gone any day has a little more power than it would have even 10 years ago.
I also think the feeling was somewhat exacerbated by the sudden loss a couple of weeks ago of a long-time friend who was a half a decade or so younger than me. I was deeply affected by her loss and I’m quite certain it’s still haunting me a bit, though I don’t consciously think about it that much.
I know a few of my friends are older than I am. If you’re reading this and you’re older than me, please take pity on me. I’m a relatively new old man. It takes some getting used to and I’ve also kind of determined this is one hell of a good place to leave some stuff for my kids. It’s why I welcomed the Timeline when it was introduced, and why I’ve uploaded some pictures I have that were taken before digital pics existed.
Sorry if I’m bothering or boring anyone. I’m experimenting with living out loud. Your mileage may vary.
Born in 1947, I am an officially retired pensioner who still has two teenage daughters and a desire to contribute. I remain intensely interested in, and fascinated by, Systems Thinking, Machine Learning, Knowledge Management, Decision Intelligence, and Business in general. I am also conversant in such concepts as innovation and ideation, collaborative tools and strategies, crowdsourcing, and the use of social media to accomplish goals ranging from improving business processes to promoting small retail businesses. Since my "retirement" I have done a little bit of freelancing as an editor/proofreader, as well as some technical writing. I've also done a fair amount of Facebook marketing as well.
There's lots more where that came from. Need some help? Perhaps another set of eyes? Contact me. The first one's free! ;0)
The views expressed herein are those of the author. Any opinions regarding the value or worth of particular business processes, tools, or procedures, whether at his former place of employment, at a current client's enterprise, or in general, are his responsibility alone.