Friday, 27 June 2014

2 managers' questions that drive KM

I posted a few days ago about "What's in it for me" in KM, and how implementing Knowledge Management relies on identifying the local value. 

Part of the local value can be driven by the local manager, as "fulfilling managers expectations" is generally a valuable thing for people to do!

It is surprisingly easy for managers to set KM expectations. All they/you have to do is ask two questions.
Who have you learned from?
Who have you shared this with?
If you are a leader, then every time someone comes to you with a proposed solution to a problem, or a proposed course of action, you ask “Who have you learned from”?  Through this question, you are implying that they should have learned from others before proposing a solution – that they should have “learned before doing”.

Also, every time someone comes to you to report a problem solved or a process improved, or a new pitfall or challenged addressed, you ask “Who have you shared this with”? Through this question, you are implying that they should share any new learnings with others.

The great thing about leaders’ questions, is they drive behaviour. People start to anticipate them, and to do the learning before, and the sharing afterwards. People hate to be asked these two questions, and having to answer “umm, well, nobody actually”. They would much rather say “we have learned from X and Y, and have a Peer Assist planned with Z”, “We have shared with the A community, and are holding a Knowledge Handover next week with B project”. And once your drive the behaviours, the transfer of knowledge will happen, the value will be delivered, and the system will reinforce itself.

But the moment you stop asking the questions, people realise that you, as a leader, are no longer interested in KM, so they will stop bothering.

There’s an old saying – “What interests my manager fascinates me”, so managers should make sure they are interested, and ask the questions.

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