Wednesday, November 18, 2009

Track A - Human KM Strategies & Practices
Moderator: Richard P. Hulser, Chief Librarian and Curator, Research Library and Archives, Research & Collections, Natural History Museum of Los Angeles County

The human side of KM can sometimes be the toughest challenge. Hear how to gain support and buy-in for KM initiatives, maintain knowledge continuity in the face of workforce retrenchment and retirements, manage expertise, build enterprise continuous learning systems, and more.

KM & INNOVATIVE INTRANETS AWARDS & KEYNOTE: The Role of Social Techniques in Search & How It Impacts Your Organization
8:30 a.m. - 9:45 a.m.
Charlene Li, Partner, Altimeter Group Co-Author, Groudswell: Winning in a World Transformed by Social Technologies

Charlene LiSocial technologies are transforming the way that people use the web and, with it, the way that companies engage with their customers and employees. Search is certainly being affected by the increasingly social nature of online activities. Impacting the socialization of search are the factoring in of the social graph and social activities into search results. Also, online people increasingly turn to their social networks when seeking information, recognizing that these people are likely to lead them to results. Li, a former Forrester analyst, provides insights into how social technologies are transforming the way people search for and discover information and how you can prepare your organization and create business advantage with this shift.

The Secret to Great Search Results: Actions Speak Louder than Words
9:45 a.m. - 10:00 a.m.
Jack Jia, CEO, Baynote, Inc.
Dave Dondero, Online Knowledge Management & Performance Support, Health Plan Institute, Kaiser Permanente

Many have felt the pain associated with embarking on search improvement projects that failed to deliver significantly better results. Users still struggle to find useful information quickly and easily. To make matters worse, most search improvement projects usually require a significant amount of time, specialized resources, and money. There is a better way: The secret to achieving great search results is to understand intent by observing user actions, and delivering targeted results based on what other users with the same intent found most useful. Baynote CEO Jack Jia will discuss this “UseRank”-based approach for improving search relevancy. Dave Dondero, Director of Online Knowledge Management & Performance Support at Kaiser Permanente, will join Jack to share real-world results that illustrate why “actions speak louder than words” when it comes to delivering effective search results.

Coffee Break - Visit the Exhibit Hall
10:00 a.m. - 10:45 a.m.
A201: Gaining Support & Buy-In for KM Practices & Culture
10:45 a.m. - 11:45 a.m.
Jason Haugh, Knowledge Manager, Information Technology, The Ohio State University Medical Center
Nick Semple, Head of KM Practice, PA Consulting Group
Larry Chait, Managing Director, Chait and Associates, Inc

Selling the dream, creating KM evangelists, gaining support for KM initiatives, and changing an organization’s culture are always a challenge. Hear from a number of successful KM practitioners about how they achieved their goals. Haugh begins with strategies, tools, and tips for planning and implementing evangelism; planting seeds, managing efforts and reaping rewards; recruiting others to the cause; and leveraging your efforts. Semple shares case studies of clients addressing non-technology factors, including a program with a government department that transformed the KM culture of the organization, enabling staff to feel more in control and behave more proactively, which led to less duplication of effort and content. Chait presents a case study of a KM plan developed for a CEO of a global supply-chain services company who realized that the ability to share knowledge effectively across the enterprise was a key success factor in achieving the organization’s objectives. It includes the steps necessary for acceptance by the senior management team.

A202: Knowledge Continuity: Managing Expertise
12:00 p.m. - 12:45 p.m.
Patrick Lambe, Principal Consultant, Straits Knowledge, Singapore

Working from case studies and findings from an international narrative research project on how organizations value and leverage their expertise, this session outlines a practical framework for identifying knowledge continuity risks, whether through Baby Boomer retirements, downsizing and restructuring, or poor knowledge succession processes. It looks at tools to assist knowledge continuity processes and shares case studies from organizations successfully managing their expertise.

Attendee Lunch
12:45 p.m. - 2:00 p.m.
A203: Preserving Capacity: Knowledge Crunch & Knowledge Creation
2:00 p.m. - 2:45 p.m.
Jayne Dutra, Consultant, Information Management for the Arts California State University, Fullerton
Karuna Ramanathan, Deputy Head Center for Leadership Development, Singapore Armed Forces Adjunct Faculty Nanyang Technological University

Dutra provides a KM story about knowledge re-use that helped make the NASA Mars mission a success.  Learn from their experiences.  Ramanathan discusses how the SAF is moving toward formalizing knowledge creation at the individual, team, and organizational levels; and with technology as an essential enabler, he shares how knowledge for operational performance is created in teams and reposited through content strategy to enable learning at the unit, individual, and team levels. He provides tips for key knowledge creation skills such as critical reflection, storytelling, and team learning.

A204: Social Learning Strategies: Best Practices from the Government & Military
3:00 p.m. - 3:45 p.m.
Eric Sauve, VP, Corporate Development, NewsGator Technologies
Patricia Eng, Senior Advisor for Knowledge Management, U.S. Nuclear Regulatory Commission
Sarah Schmidt, Participation & Outreach Manager, USAID/Captitalizing Knowledge, Connecting Communities (CK2C) DAI

Many government organizations are struggling to figure out how they can practically apply Web 2.0 to their existing knowledge management and collaboration initiatives. Within the government and military, Communities of Practice have proven to be a highly effective way to drive social learning for organizations. Using case studies and lessons learned, this session examines the challenges and details practical implementation of Web 2.0 that public and private sector organizations can apply as part of their organization's Web 2.0 strategy.

Coffee Break - Visit the Exhibit Hall
3:45 p.m. - 4:15 p.m.
A205: Knowledge Continuity: Expertise Finding
4:15 p.m. - 5:00 p.m.
Trent Parkhill, Director of IT Services, Vice President, Haley & Aldrich, Inc.
Marc Solomon, Knowledge Planner, PRTM Management Consulting

Corporate assets, like expertise, can reside in many places. Hear how two consulting organizations provide real-time access to the knowledge and experience of staff. The first example illustrates how project teams are enabled, and the second demonstrates how time is saved in generating business proposals. Speakers share insights, lessons learned, and tips.

Communities of Interest
5:00 p.m. - 6:00 p.m.

Join your colleagues in the Registration Area at the end of the day for an informal debriefing and meet with other attendees who have similar interests. Grab a drink or a soda before you head for some great networking, stimulating discussions, and a chance to interact withsome of the outstanding conference speakers and moderators.

A cash bar will be available. Open to all conference attendees.

Track B - KM Processes, Tools, & Practices
Moderator: Richard Geiger, Information & News Consultant

There are many interesting processes, tools, and practices for enabling knowledge sharing in organizations. This stream of sessions looks at building and maintaining successful communities, using wikis and social software, content management trends, and more.

KM & INNOVATIVE INTRANETS AWARDS & KEYNOTE: The Role of Social Techniques in Search & How It Impacts Your Organization
8:30 a.m. - 9:45 a.m.
Charlene Li, Partner, Altimeter Group Co-Author, Groudswell: Winning in a World Transformed by Social Technologies

Charlene LiSocial technologies are transforming the way that people use the web and, with it, the way that companies engage with their customers and employees. Search is certainly being affected by the increasingly social nature of online activities. Impacting the socialization of search are the factoring in of the social graph and social activities into search results. Also, online people increasingly turn to their social networks when seeking information, recognizing that these people are likely to lead them to results. Li, a former Forrester analyst, provides insights into how social technologies are transforming the way people search for and discover information and how you can prepare your organization and create business advantage with this shift.

The Secret to Great Search Results: Actions Speak Louder than Words
9:45 a.m. - 10:00 a.m.
Jack Jia, CEO, Baynote, Inc.
Dave Dondero, Online Knowledge Management & Performance Support, Health Plan Institute, Kaiser Permanente

Many have felt the pain associated with embarking on search improvement projects that failed to deliver significantly better results. Users still struggle to find useful information quickly and easily. To make matters worse, most search improvement projects usually require a significant amount of time, specialized resources, and money. There is a better way: The secret to achieving great search results is to understand intent by observing user actions, and delivering targeted results based on what other users with the same intent found most useful. Baynote CEO Jack Jia will discuss this “UseRank”-based approach for improving search relevancy. Dave Dondero, Director of Online Knowledge Management & Performance Support at Kaiser Permanente, will join Jack to share real-world results that illustrate why “actions speak louder than words” when it comes to delivering effective search results.

Coffee Break - Visit the Exhibit Hall
10:00 a.m. - 10:45 a.m.
B201: Enabling Successful Communities
10:45 a.m. - 11:45 a.m.
Randy Adkins, Senior Partner, FACTeam
Mark J Weinstein, Knowledge Management Officer, Department of Homeland Security, U.S. Customs & Border Protection
Tom Barfield, Global Knowledge Management Lead, Accenture Interactive
Priyadarshini R Banati, Collaboration strategy lead, Knowledge Management, Accenture Interactive

This session provides a look at the key principles for success for communities in different organizations. Adkins discusses strategy development and implementation of learning and knowledge process engineering for driving successful communities. Weinstein discusses deployment of a fully functional, web-based knowledge management system (KMS) using Microsoft SharePoint He provides tips and lessons learned for creating a knowledge exchange designed to build a learning organization, enhance employee development, minimize organizational and geographic challenges, and streamline business operations. Barfield and Banati discuss Accenture's use of communities to bridge the gap between just-in-time learning (traditional KM) and classroom or formal/scheduled training. They look at how Accenture's high performance communities raise capabilities and share performance support materials as well as new collaboration tools.

B202: Content Management: Marketplace & Trends Into 2010
12:00 p.m. - 12:45 p.m.
Alan Pelz-Sharpe, Vice President & Managing Director VOCalis, Digital Clarity Group

Gain an understanding of the web content management marketplace from a vendor-neutral source. This session explains the categories of vendors and specific characteristics of products in each category and gives an honest and independent opinion on the vendors in these spaces. It looks at the trends CMS Watch analysts have observed happening within the web content management product landscapes and shares tips and insights to help decision making within any organization.

Attendee Lunch
12:45 p.m. - 2:00 p.m.
B203: Tools for Knowledge-Sharing: Wiki Success Case Study
2:00 p.m. - 2:45 p.m.
Dr Susan M Reisinger, Operations Manager, US Navy Global Distance Support Center
Gregor McLeod, Program Manager, US Navy Global Distance Support Center

The Navy’s Global Distance Support Center (GDSC) is a single point of entry for any question from active duty, retired, or reserve Navy personnel, as well as civilian government, contractor, family, congressional personnel—even the general public. The range of information customer service agents need to access is not only daunting, it is also constantly growing and changing. Using a private wiki (Anchorpedia), the GDSC has taken an innovative approach that can be used by any call center that not only organizes data and facilitates data retrieval, but allows for continuous updating by both management and call center professionals. An unexpected surprise has been the enthusiastic adoption of the wiki by even the least Web 2.0 savvy personnel (most are retired chiefs with more than 20 years’ Navy service). This presentation is both a case study and “how to” session including a look at tools and procedures necessary to develop an internal wiki, lessons learned, and tips for creating an effective, efficient, and inexpensive knowledge management solution.

B204: Enterprise Collaboration Juggling Act: Users & IT
3:00 p.m. - 3:45 p.m.
David Gilmour, Senior VP, Collaboration Technologies, Oracle

Large organizations face specific problems when it comes to cultivating collaboration within the enterprise. Requirements around security, compliance, and manageability dominate when it comes to evaluating collaboration platforms. At the same time, social software, knowledge management, and expertise capabilities  that can facilitate information sharing are more important for end users. Is this a trade-off, or is there a different way to think about the problem? Gilmour provides an insider’s view of the collaboration space and the specific challenges large organizations face when it comes to developing a clear strategy around improving enterprise collaboration.

Coffee Break - Visit the Exhibit Hall
3:45 p.m. - 4:15 p.m.
B205: What’s Social About Software?
4:15 p.m. - 5:00 p.m.
Jordan Frank, VP, Sales & Business Development, Traction Software
Carol Stickley, Manager, IT Knowledge Management, Avery Dennison
Joe Crumpler, IT Manager, ERP and Integration Projects, Alcoa Fastening Systems
Brian Tullis, Director, Information Services, Alcoa Fastening Systems

As "social software" is finding its way into the enterprise, people are wondering what's social about software and why it matters. These practitioners from leading organizations share their views on the realities of how interactions in social software platforms lead to productive work in the enterprise.

Communities of Interest
5:00 p.m. - 6:00 p.m.

Join your colleagues in the Registration Area at the end of the day for an informal debriefing and meet with other attendees who have similar interests. Grab a drink or a soda before you head for some great networking, stimulating discussions, and a chance to interact withsome of the outstanding conference speakers and moderators.

A cash bar will be available. Open to all conference attendees.

Track C - Enterprise 2.0: Design Tips
Moderator: Jon Husband, Techno-Anthropologist, Wirearchy

Designing effective systems for organizations is challenging, and this series of sessions provides lots of trends, strategies, tactics, case studies, and tips for integrating SharePoint, fine-tuning user interfaces, designing portals and innovative intranets, and more.

KM & INNOVATIVE INTRANETS AWARDS & KEYNOTE: The Role of Social Techniques in Search & How It Impacts Your Organization
8:30 a.m. - 9:45 a.m.
Charlene Li, Partner, Altimeter Group Co-Author, Groudswell: Winning in a World Transformed by Social Technologies

Charlene LiSocial technologies are transforming the way that people use the web and, with it, the way that companies engage with their customers and employees. Search is certainly being affected by the increasingly social nature of online activities. Impacting the socialization of search are the factoring in of the social graph and social activities into search results. Also, online people increasingly turn to their social networks when seeking information, recognizing that these people are likely to lead them to results. Li, a former Forrester analyst, provides insights into how social technologies are transforming the way people search for and discover information and how you can prepare your organization and create business advantage with this shift.

The Secret to Great Search Results: Actions Speak Louder than Words
9:45 a.m. - 10:00 a.m.
Jack Jia, CEO, Baynote, Inc.
Dave Dondero, Online Knowledge Management & Performance Support, Health Plan Institute, Kaiser Permanente

Many have felt the pain associated with embarking on search improvement projects that failed to deliver significantly better results. Users still struggle to find useful information quickly and easily. To make matters worse, most search improvement projects usually require a significant amount of time, specialized resources, and money. There is a better way: The secret to achieving great search results is to understand intent by observing user actions, and delivering targeted results based on what other users with the same intent found most useful. Baynote CEO Jack Jia will discuss this “UseRank”-based approach for improving search relevancy. Dave Dondero, Director of Online Knowledge Management & Performance Support at Kaiser Permanente, will join Jack to share real-world results that illustrate why “actions speak louder than words” when it comes to delivering effective search results.

Coffee Break - Visit the Exhibit Hall
10:00 a.m. - 10:45 a.m.
C201: SharePoint Strategies, Tactics, & Tips
10:45 a.m. - 11:45 a.m.
Stacy E. Land, Director of Performance Enhancement, Senior Medical Management, WellPoint & Author, Managing Knowledge-Based Initiatives: Strategies for Successful Deployment
Susan S. Hanley, President, Susan Hanley LLC Office Servers and Services MVP
Mauro Cardarelli, Director, Jornata & Author, Essential SharePoint 2007: Delivering High Impact Collaboration
Benjamin Lim, Deputy Director (Knowledge Management), Singapore Sports Council
James Robertson, Founder, Step Two

This experienced panel shares their SharePoint secrets. Hanley, expert information architect, talks about breaking information storage paradigms, understanding the concepts of metadata versus physical folders, as well as best practices, metaphors, examples, and demos. Cardarelli discusses how to best leverage FAST search in a SharePoint-based knowledge system, offers several do’s and don’ts to set business expectations and to enhance knowledge capture and sharing. Lim illustrates how to leverage SharePoint to enable virtual collaboration among project team members and how behavior is being transformed. Robertson provides tips for creating clear governance and management models.

C202: What Makes a Design Seem Intuitive?
12:00 p.m. - 12:45 p.m.
Jared M. Spool, Founding Principal, User Interface Engineering

Everyone wants an “intuitive” interface: the users, the designers, and the content publishers. User Interface Engineering’s recent research has given insight into why it’s hard and how to get past major obstacles. To build an “intuitive” interface, a designer has to do two things: take complete advantage of what the user already knows, so what they see is completely familiar to them, and make the act of learning anything new completely imperceptible to the user. It turns out that if the interface requires the user to realize they are learning something, the “intuitive” label disappears instantly. Spool discusses how users need both tool knowledge and domain knowledge to complete their tasks, how simple problems with designs can cause big problems for users, and what successful teams are doing to create experiences that delight. He shares lots of tips and illustrates with examples from a wide range of organizations including Avis.

Attendee Lunch
12:45 p.m. - 2:00 p.m.
C203: Trends in Enterprise Portal Technologies
2:00 p.m. - 2:45 p.m.
Alan Pelz-Sharpe, Vice President & Managing Director VOCalis, Digital Clarity Group

While it’s easy to be dazzled by all the features offered in today’s portal technology, making a decision about a specific system in this rapidly changing marketplace is quite hard. As a vendor-independent critique, this session provides a balanced view, enabling you and your team to make a faster and more informed technology decision.

C204: Innovative Intranets: Insights & Trends
3:00 p.m. - 3:45 p.m.
James Robertson, Founder, Step Two

Despite tough financial times, intranets continue to demonstrate real business benefits, saving costs and improving customer service. The 2009 Intranet Innovation Awards attracted entries from across the globe, including North America. This talk shares highlights and screenshots from winning entries, showing clearly where the future of intranets is heading.

Coffee Break - Visit the Exhibit Hall
3:45 p.m. - 4:15 p.m.
C205: Enterprise 2.0 Backbone & Enablers
4:15 p.m. - 5:00 p.m.
Rich Morey, Public Health Advisor, Office of Communications, Substance Abuse and Mental Health Services Administration (SAMHSA)
Joseph A. Busch, Founder and Principal, Taxonomy Strategies

This session describes the use of KM technology to build a health information network that collects, integrates, and reports on customer interaction data in ways that helps it plan communications products, messages, and outreach. It illustrates an integrated single health information network built on KM principles that delivers the information that customers need—when, where, and how they want it. This unified, state-of-the-art infrastructure supports a contact center knowledgebase, content management system, and data warehouse for analyzing all the data produced. A key component facilitating the information integration is a new taxonomy and the processes for ongoing taxonomy maintenance. This also enables the redesigned and integrated website that provides multiple ways to exchange information with and between customers, forecast and manage inventory levels, measure the impact of marketing and outreach efforts, identify new opportunities, improve operations, and more.

Communities of Interest
5:00 p.m. - 6:00 p.m.

Join your colleagues in the Registration Area at the end of the day for an informal debriefing and meet with other attendees who have similar interests. Grab a drink or a soda before you head for some great networking, stimulating discussions, and a chance to interact withsome of the outstanding conference speakers and moderators.

A cash bar will be available. Open to all conference attendees.

Program Table of Contents

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