EASY KNOWLEDGE

MANAGEMENT WINS
Jason Haugh
Knowledge Manager
The Ohio State University Medical
Center IT Department

Background

Been in KM field for 20+ years

Division Manager/KM for Citigroup

late 80s late

90s

Dir. Corp. Comm./KM for MarTech

Independent KM consultant

Been with OSUMC for 3 years

Implemented KM in various industries with

late 90s mid 2Ks

mid 2Ks

organizations of various sizes

Easy Win #1 Use Service-Now

Volume to Guide You

Look at highest
volume of cases
Configuration Item
Assignment Team
Location
Cases resolved within
30 minutes

Analyze cases for

Knowledge

Goal: Eliminate 10%

Easy Win #2 Go After The

Toughies

Engineers/Tech People
Hate documentation/writing (Bad for you)
Also hate customers (Good for you)
Ask them what their top 3 pet peeves are with
customers
Work to get into Knowledgebase and get word out
Follow-up for a success story

People dead-set against Knowledge

Think KB will replace them
Ask them if they like pile of email/issues after time
off because only they know something

Easy Win #3 Use Recognition

People like to be recognized for

something.
People will contribute if theres
something in it for them status.
Find ways to reward contributions and
feedback.
Stinky Shoe of Knowledge Impartation
award
Knowledge Luminary award

Easy Win #4 Be Willing To Go

Off-Topic

Get creative with your Knowledgebase to

drive usage.
Allow joke submissions (within taste, of
course).
Allow index submissions (groupings of
websites on topics)
Allow SME submissions
Word of mouth will take over
You can eventually prune dead wood

Easy Win #5 Attract LikeMinded Individuals

Evangelism Any zealous effort in

propagandizing for a cause
For me, evangelism is the process of selling a
dream the dream of better environment
through Knowledge
Evangelism is better than traditional initiatives
because:
1.
2.
3.

It yields long-lasting and dramatic changes

It sustains itself
It grows

You job is to attract like-minded individuals,

share a vision and have them go and spread it.

QUESTIONS?