GLOBE October 2017 October 2017 - Page 14

GLOBE - Growth.Leadership.Organisation.Business.Education 13 4

and iterate people, process, and technology components to achieve the vision.


Defining compelling use cases showing its advantages over existing alternatives, and answering the question, “What’s in it for me?”

Challenges: The wish everyone has to participate in KM leads to vague requests like, "We want everyone to start connecting and sharing." If you don't get more specific than that, you don’t have a very appealing use case. If you say, "Could you please start collaborating globally?" it doesn't mean anything.

Solution: Ask people to use KM for specific tasks, for which they are best suited, such as sharing, asking, and finding, answering, recognizing, informing, and suggesting. Interact on specific use cases, and talk about how the tool that you're recommending achieves better results.

Getting people to ask for help openly.

Challenges: People are reluctant to seek help in public, contact people in other organizations, or say the wrong thing. They would rather suffer in silence than expose their ignorance to the world or to be criticized, blamed, or ridiculed.

Solution: Facilitate ways for people to establish trusting relationships in communities so that they will better know those whom they will be asking for help. Make it easy to figure out where to post a question by having a list of communities, easy-to-use search, and a single obvious community for each important topic. Provide ways to ask questions on behalf of others, including anonymous ask-the-expert tools. Redirect queries you receive and ask others who frequently receive queries to do the same.