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Tuesday, November 3, 2015

Morning Keynotes
Continental Breakfast
8:00 a.m. - 8:45 a.m.
Welcome & Keynote: Complexity Informed Agility in Knowledge Management
8:45 a.m. - 9:45 a.m.
Will Evans, Chief Design Officer, Praxis Flow Design Thinker-in-Residence, NYU Stern's Berkley Center for Innovation & Entrepreneurship
Jabe Bloom, Chief Flow Officer, Praxis Flow
Dave Snowden, Director, Cynefin Centre, University of Wales TSD CTO, Cognitive Edge

Although the application of agile methods to software development is most common, the heart of agile is knowledge management. Agile relies on direct communication and intense collaboration across an integrated team of subject matter experts. Agile focuses on concurrent efforts with learning built into all phases and levels of the effort. Our experts in agile and KM provide a lively discussion of the types of knowledge, key methods of transferring and sharing knowledge, and how these can lead to innovation.

Unbounded Discovery: Designing a Taxonomy-Driven User Experience
9:45 a.m. - 10:00 a.m.
Dave Clarke, CEO, Synaptica LLC, USA

Dave ClarkeTaxonomies are a proven enabler for information discovery as distinct from targeted search. How does one interpret and anticipate user needs and intentions when designing an information system? When do they need more options, fewer options, and how can they get reoriented should they go down a blind alley? Clarke explores how taxonomies, metadata, and graph queries can help transcend these design challenges and deliver an exceptionally engaging user experience.

Coffee Break
10:00 a.m. - 10:45 a.m.
Track A - Track A -- KM Strategies & Practices
Moderator: Daniel Lee, Accomplished Knowledge Professional, Independent Consultant

This illuminating track of case studies including pharma, military, industrial and government organizations, shares strategies and practices in a number of different organizations. Grab insights and ideas to use in your organization.

A101: Evolution of KM at Merck
10:45 a.m. - 11:30 a.m.
Rachel Howe, Associate Director, Knowledge Management Center of Excellence, Manufacturing Division, Merck
Yunnie Jenkins, Associate Director, GSTC Pipeline and Knowledge Management IT, Merck

Merck Manufacturing Division (MMD) manufactures, packages, and distributes Merck products to more than 140 markets. MMD operates in an integrated global manufacturing network and is committed to delivering compliant, reliable products to customers and patients on time, every time. MMD recognizes knowledge as an equally important “product.” This knowledge is a key competitive advantage. It is rationale behind decisions. It is the know-how and “know why.” It is what MMD knows about its products and processes that enable Merck to be World Class Supplier of medicines that improve the quality of life for its customers. Starting in 2009, MMD developed a KM strategy based on extensive benchmarking and best practices. The goal of this strategy is to improve MMD’s ability to solve technical problems and accelerate the development of more robust products through increased knowledge flow and better collaboration. Four pilots were launched to establish KM capabilities for products, platforms, expertise retention, and connectivity. Building on the business success of the pilots and overwhelmingly positive user feedback, the KM program and capabilities have continued to evolve and mature. This presentation focuses on using a holistic approach, utilizing people, process, content, and technology with effective change management and inclusion principles to successfully evolve a KM program in a complex, global organization within a rapidly transforming industry. Learn about MMD’s critical success factors, challenges, business benefits, and lessons learned.

A102: Innovating KM With SharePoint 2013
11:45 a.m. - 12:30 p.m.
Maj Barry Byrne, Chief Information and Knowledge Management Officer, Irish Defence Forces Headquarters, Dublin Asst. Prof. Trinity College Dublin

Hear about the largest project of its type in Europe this year, including internationally recognized academic and empirical research, using cutting-edge technology in its implementation and realizing significant ROI and cost saving efficiencies—$750,000 in the first year alone. In 2012, the Defence Forces began its multi-year, multi-phase project to address KM. A major part of this project was the implementation of an online system which connects users across the organization and enables tacit and explicit knowledge sharing through the use of portals, wikis, enterprise social and an organization-wide cultural change project. Based on SharePoint 2013, the new system, Information and Knowledge Online (IKON), has improved internal communication, increased productivity, and enhanced decision making across all sections of the Defence Forces. IKON fosters improved knowledge transfer between communities of interest. It provides enhanced information sharing for 9,500 personnel who are operating at home and overseas, facilitating greater and easier access to information to enable better decision making in a shorter timeframe, bringing about significant cost, and sometimes lifesaving efficiencies.

Attendee Luncheon in the Enterprise Solutions Showcase
12:30 p.m. - 1:45 p.m.
A103: Knowledge Retention Processes, Tools, and Experiences
1:45 p.m. - 2:30 p.m.
Colin Cadas, Engineering Associate Fellow, KM, Central Engineering and Technology, Rolls-Royce plc MBCS, CEng, CITP
Katarzyna Cichomska, Research Fellow, University of Leeds

Rolls-Royce has operated “KAMP” (Knowledge Acquisition and Modelling Process) since 2000. The key focus is on critical functional, engineering know-how. As business demands have changed, understanding of KM has evolved, an increasing range of scenarios is needed, from “Help, my expert leaves next week” to “We’re moving this entire capability 4,000 miles next year, what do we do?” New tools are also available. Throughout 2014 and 2015, KAMP is being revised to deal with these scenarios and new tools and evaluating through a number of use cases. Hear how Rolls-Royce developed these scenarios and what they are and get the lessons from the use cases as well as tips for what will work for other organizations and sectors, as well as the future of knowledge retention practices.

A104: The New Face of Army KM
2:45 p.m. - 3:30 p.m.
Michael Prevou, President, Strategic Knowledge Solutions
Mike Hower, Chief Learning Officer, Strategic Knowledge Solutions

The U.S. Army Corps of Engineers (USACE) is developing an enterprise-wide integrated KM strategy to promote and drive quality and improve performance across the organization. As the world’s largest public engineering, design, and construction management agency, more than 37,000 USACE personnel manage dams, canals, and flood protection projects throughout the United States, as well as a wide range of public works throughout the world. The strategy will drive a program which provides approaches, methods, and tools that enable KM best practices and promote the flow of actionable information with the goal of capturing critical knowledge and expertise of a graying workforce, transferring knowledge between teams, and improving collaboration and learning across the USACE enterprise. This presentation examines the results of a 3-month study to understand how KM is implemented today across the entire Department of the Army and to create an Army-wide picture of KM benchmarks and best practices that may be beneficial to any attendee. Twelve critical areas, focused on improving knowledge flow, are addressed in the presentation.

Coffee Break in the Enterprise Solutions Showcase
3:30 p.m. - 4:15 p.m.
A105: Agile KM: Piloting New Approaches
4:15 p.m. - 5:00 p.m.
Lisa Binckes, Director, Office of Client Solutions, GSA Public Buildings Service
Sam Falcone, Managing Principal, Integrated Strategy Associates

The General Services Administration (GSA) Public Buildings Service (PBS) needed better KM approaches for supporting its building maintenance, leasing, construction, and renovation projects delivered annually across the United States. A national KM team was formed and conducted an internal inventory of potential KM approaches. Google Sites/websites and Salesforce Chatter were available within PBS as potential KM tools, and were subsequently configured using agile approaches to support a KM pilot program for property managers. After the successful pilot, additional KM initiatives using combinations of the Google Sites/Chatter format were developed as part of the current KM Initiative, and as independent initiatives. Hear about the critical success factors including the importance of sustained leadership support; the availability of cost-effective tools easily customized to serve users; dedicated staffing to coordinate regular system maintenance and updates; and direct team dialogue for sustaining agility in fluid or turbulent organizational environments.

Networking Reception in the Enterprise Solutions Showcase
5:00 p.m. - 6:00 p.m.

Stop by the showcase after a full day of stimulating conference sessions to mix and mingle with other conference attendees, speakers, and our conference sponsors.

Track B - Track B -- Digital Workspace
Moderator: Dr. Art Murray, CEO, Applied Knowledge Sciences, Inc.

Work, along with its future, is rapidly changing. With many working outside the walls of their organizations, real-time communication and collaboration, tools, and platforms, as well as strategies, are changing in the digital workplace/workspace. Hear how leading organizations are meeting the challenge! Learn about new tools and techniques.

B101: Taking an Agile Approach to the Digital Workplace
10:45 a.m. - 11:30 a.m.
James Robertson, Founder, Step Two

Organizations are looking beyond a sea of separated systems, with the goal of delivering a seamless digital workplace for staff. This brings together intranets, social and collaboration tools and business systems to provide radically better workforce solutions. While the vision is becoming increasingly clear, the question remains: How to get there from here? Robertson explores how to take an agile approach to delivering the full vision, sharing real-world examples from leaders and innovators.

B102: Office 365 Tools to Support the Digital Workplace
11:45 a.m. - 12:30 p.m.
Jeff Fried, CTO, BA Insight, USA

Effective information management is not just a technology problem. It starts with strategy that encompasses findability, governance, and information architecture, including a business vision and a pragmatic road map. With the cloud and hybrid driving cultural changes, new possibilities, and new challenges, having an ROI-focused strategy is even more important. Learn how tried-and-true practices, new tools (such as Delve, Yammer, and Groups), new patterns (of collaboration, search, and discovery), and ever-faster change can all be factored into your strategy and plan. See how Office 365 and hybrid factor into information management strategy; take home a recipe, five key principles, examples, and a strategy template.

Attendee Luncheon in the Enterprise Solutions Showcase
12:30 p.m. - 1:45 p.m.
B103: Intranet Showcase
1:45 p.m. - 2:30 p.m.
James Robertson, Founder, Step Two
Karen Weingarten, Digital Communications Manager, Communications and Government Affairs, GSK
Allison Min, BNY Mellon
Eliot Jablonka, BNY Mellon

Each year, the global Intranet Innovation Awards uncovers remarkable solutions, sharing them with the wider community. In conjunction with an awards ceremony held at the conference, this session shares highlights from winners around the world. Packed with screenshots, you’re sure to see ideas and approaches that can be applied in your organization, accelerating the pace of innovation.

B104: SharePoint & Open Source Architecture for KM Portals
2:45 p.m. - 3:30 p.m.
Vanessa Toves, Owner, BevLogik
Dale Carpenter, Distance Learning Program Manager, National Park Service
Zachary R Wahl, President, Enterprise Knowledge

Using the SharePoint platform for a KM portal requires a shift in approach, design, and, potentially, development. Understand what is involved end to end when considering using SharePoint beyond a traditional intranet. Get tips and techniques to apply in your organization. Then hear how the NPS improved usability and findability of its rich information, as well as improved collaboration, coordination, and reuse of knowledge, with a Common Learning Portal (CLP), centralizing the capture, management, and presentation of information into a single, multifaceted system by leveraging open source content management software. All speakers share key success criteria, lessons learned, and insights.

Coffee Break in the Enterprise Solutions Showcase
3:30 p.m. - 4:15 p.m.
B105: “Working Out Loud” (WOL): Perspectives Panel
4:15 p.m. - 5:00 p.m.
Dr. Dennis Pearce, Enterprise Knowledge Architect, Lexmark International, Inc.
Filip Callewaert, Head Information and Knowledge Management, Port of Antwerp Authority

“Working out loud” is defined as creating observable work and/or narrating one’s work, usually on a social platform. Enterprise technology has made WOL a common technique that fosters a 21st-century culture. The transparency that it creates not only fosters collaboration, but also speed, trust, learning, knowledge sharing, serendipity, and agility. Hear from Pearce about what a simple survey for measuring WOL found using the Lexmark employee base as a pilot survey. Callewaert shares how WOL got successfully anchored, supported by the right tools, in knowledge worker teams at the Port of Antwerp. Combined with the right processes (e.g., dynamic or adaptive case management) and involving the right people roles, he believes WOL can exponentially increase its value as a knowledge-sharing and management tool.

Networking Reception in the Enterprise Solutions Showcase
5:00 p.m. - 6:00 p.m.

Stop by the showcase after a full day of stimulating conference sessions to mix and mingle with other conference attendees, speakers, and our conference sponsors.

Track C - Track C -- Knowledge Sharing, Ideas, & Learning
Moderator: Donna Scheeder, Library Strategies International President, International Federation of Library Associations and Institutions (IFLA)

Learning faster, getting ideas, and sharing knowledge are keys to successful and smarter organizations. Hear from our KM practitioners and leaders about how we are moving to better methods for getting real-time access to knowledge and ideas.

C101: Real-Time Access to Knowledge
10:45 a.m. - 11:30 a.m.
Kathy Bries, Senior Director & GM, Learning@Cisco

Succeeding in the workplace of today and tomorrow requires that employers create a culture of continuous learning, one that supports growth and provides upskilling and training as an integral part of the organization. Organizations must transform into digital workplaces where knowledge sharing, learning, and innovation are able to occur real time at any time, any place. Managers and executives must be able to identify and grow talent to develop continual learners who can adapt and innovate with the company’s needs. Beliveau-Dunn discusses the importance of doing this and shares insights into how successful companies are creating this type of culture of learning. To accomplish long-term success and to stay relevant in the ever-changing digital economy, organizations must change their collective mindsets and look to new goals, new skills, and new job roles. Get an in-depth view of how this can be accomplished and what implementation actually looks like.

C102: All of Us Are Smarter Than Some of Us
11:45 a.m. - 12:30 p.m.
Phil Verghis, CEO & Co-Founder, Klever
Diane Berry, Managing Principal, OutsideView Market Strategy
Jean-Claude Monney, Chief Knowledge Officer, Enterprise Services, Microsoft

With the world becoming increasingly more connected and information being generated and shared at blinding speeds, it is clear that the best ideas and critical knowledge are unlikely to come solely from inside the four walls of an organization. Join KM industry thought leaders for an unplugged sharing and dialogue that will drive home why and how you should plug into your company’s broad ecosystem. Find out which members of your ecosystem are most important (it may not be who you think) and how you can best leverage their knowledge to move your organization forward in multiple areas: innovation and product development, customer experience, marketing and sales. Learn the strategies and steps to transformational knowledge use, for more fluid operations, more plugged-in customers and more engaged employees.

Attendee Luncheon in the Enterprise Solutions Showcase
12:30 p.m. - 1:45 p.m.
C103: Learning From Agile: Collaborating Over a Distance
1:45 p.m. - 2:30 p.m.
Dr Nancy Dixon, Principal Researcher, Common Knowledge Associates

ProQuest is an information company that connects people with vetted, reliable information, from dissertations to governmental and cultural archives to news. ProQuest’s Research Solutions Division, the subject of this session, is a newly restructured part of ProQuest, started in 2010. The 30 members of the division are scattered from Amsterdam to San Diego, yet suffer none of the deficits that often occur with distributed work. The group uses a modification of Agile. They meet in person for 3 days, three times a year, and in between they have a structure of virtual engagements that builds on the trust and collaboration established in the 3 days. There are lessons to be learned from ProQuest about how to make Agile work. Hear them from a longtime KM practitioner.

C104: Piloting Knowledge & Machine Learning
2:45 p.m. - 3:30 p.m.
Mark Harmon, Solutions Director, eGain
Pablo Brenner, CEO, Collokia

Next-generation knowledge can transform—and not just improve—customer service for a smarter world. eGain clients, who are leaders across industries, have been able to deflect phone calls by 60%, reduce unwarranted product returns and exchanges by 40%, eliminate unnecessary service processes by 50%, and achieve #1 industry rating in agent knowledgeability. Moreover, many have gone from vision to value in a matter of days with revolutionary approaches to piloting knowledge. Our speakers discuss using machine learning technologies to connect people to content and with other people in the organization, making KM effortless. Hear how they did it!

Coffee Break in the Enterprise Solutions Showcase
3:30 p.m. - 4:15 p.m.
C105: Knowledge Sharing, Ideas & Learning: Industry Insights
4:15 p.m. - 5:00 p.m.
David Copps, CEO, Brainspace
Trudi Schifter, Founder and Chairman, TallyFox
Steven Toole, VP Marketing, Content Analyst Company

Our industry leaders share their insights on agile and innovative KM platforms and programs. Schifter discusses a case study about building a knowledge network using the experience of the last 6 years in building The Water Network. Get tips and ideas to use in your organization. In today’s more social and connected enterprises, Copps focuses on how curation, attention and context help to analyze information by not just the words, but through our understanding of “who” is reading, writing and curating content. Get tips and ideas to use in your organization.

Networking Reception in the Enterprise Solutions Showcase
5:00 p.m. - 6:00 p.m.

Stop by the showcase after a full day of stimulating conference sessions to mix and mingle with other conference attendees, speakers, and our conference sponsors.

Program Table of Contents

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