Tuesday, November 1, 2011

Continental Breakfast
8:00 a.m. - 8:45 a.m.
Welcome and Keynote: Architecting a Connected Enterprise
8:45 a.m. - 9:45 a.m.
Jeremiah Owyang, Industry Analyst, Altimeter Group

Jeremiah OwyangOwyang, a leading web strategist and industry analyst, discusses collaborative enterprises of the future. He provides tips for building networked enterprises that share and apply knowledge for decision-making, innovation, customer satisfaction, business success, and a stronger bottom line. Owyang illustrates with real-world examples and is sure to spark insights for you to build a high performing networked enterprise that connects employees, customers, prospects and partners.

KM Solutions in the Cloud
9:45 a.m. - 10:00 a.m.
Whitney Tidmarsh Bouck, General Manager, Box Enterprise

Whitney Tidmarsh BouckMore than ever, IT is being held accountable for protecting valuable business information and intellectual property. Meanwhile, users are demanding better technology that provides the straightforward and intuitive characteristics of consumer technology for sharing content, collaborating with others and accessing information from mobile devices.  Hear from Whitney Tidmarsh Bouck and a key Box client about how cloud-based solutions provide companies of all sizes with the ability to meet the demands of end users, lower total cost of key applications, while still protecting corporate information.

Coffee Break
10:00 a.m. - 10:30 a.m.
Track A - Strategies, Frameworks, & Successes
Moderator: Ted Graham, COO, Operator, Inc. HotSpex

This stream of forward-looking talks focuses on key strategies for knowledge sharing and application within organizations to improve decision making, innovation, customer satisfaction, business success and a stronger bottom line.  It includes perspectives from KM pioneers, real-world examples from practitioners, and more.

A101: Wisdom From Bene Gesserit: Learning From Science Fiction & Fantasy
10:30 a.m. - 11:15 a.m.
Dave Snowden, Founder & Chief Scientist, The Cynefin Company

“Thus spoke St. Alia-of-the-Knife: ‘The Reverend Mother must combine the seductive wiles of a courtesan with the untouchable majesty of a virgin god dess, holding these attributes in tension so long as the powers of her youth endure. For when youth and beauty have gone, she will find that the place between, once occupied by tension, has become a wellspring of cunning and resourcefulness.’” This is KM. Snowden uses the learning and insight in sci ence fiction and fantasy to spark insights for KM professionals. From the spice agony of the Reverend Mothers in Frank Herbert’s Dune, to the hermaphro dite society of Ursula Le Guin’s Left Hand of Darkness and the rapid social and physical evolution of the grendels Legacy of Heorot by Niven and others. He discusses how to use technology to augment human decision making, how to distribute cognition by engaging the entire workforce in decision making and how to build the modern apprenticeship by creating dynamic, not static knowledge bases.

A102: Sharing PepsiCo’s KM Success
11:30 a.m. - 12:15 p.m.
Denise Heather, Knowledge Engineering Coordinator, Business+Information Solutions, PepsiCo
Dianna Gibson, IT Service Manager & Knowledge Engineering Manager, PepsiCo

PepsiCo speakers share their secrets of successful processes for maintaining their technical support knowledgebase, the technologies they use, and the support they have had for their KM journey over the last decade. Their knowledgebase is a critical component for providing support to their internal customers and provides valuable data used for trending.  Filled with tips and lessons learned, this is a must hear presentation.

Attendee Luncheon
12:15 p.m. - 1:15 p.m.
A103: Ten Tales From the Front Lines of Knowledge Management
1:15 p.m. - 2:00 p.m.
Stan Garfield, Author of five KM books & Founder, SIKM Leaders Community

A long time KM practitioner shares 10 stories and lessons based on his experience in several organizations: 1. Prima donnas; 2. Point/counterpoint; 3. Ask not, get not; 4. The sounds of silence; 5. Don’t try this at home; 6. You’re out!; 7. Fear factor; 8. Location, location, location; 9. Hot potato; 10. Do good fences make good neighbors? Always popular and engaging, Stan Garfield provides lots of insights and tips!

A104: 21st-Century Networked & Collaborative Enterprises
2:15 p.m. - 3:00 p.m.
Sameer Patel, Partner, The Sovos Group

The business case for building the 21st-century collaborative enterprise has a lot more to it than increased sharing and productivity, or better knowledge management. Whether you are in a B2B or a B2C industry, thanks to the social web, customer and prospect expectations around relevancy, expertise, latency, and quality of engagement are dramatically changing today. Not only does that compel those on the front lines such as marketing, sales, and support teams to respond in new ways, but it also requires the best minds across the larger ecosystem (customers, employees, partners, and suppliers) to collaborate, to innovate, and to serve this new customer more effectively. Sameer Patel addresses key changes in customer dynamics, relevant inefficiencies of current value chain based operational models, and how knowledge managers are best positioned to help their organizations compete effectively in the 21st century.

Coffee Break
3:00 p.m. - 3:15 p.m.
A105: KM Strategies in Action
3:15 p.m. - 4:00 p.m.
Robert Burns, Manager, Knowledge Management, MetLife
Cheryl Kuczynski, Senior KM Consultant, MetLife
Carol Carter, Senior KM Consultant, MetLife
Jose Fantin, Sr. Product Manager - Knowledge Management, Sales, Marketing and Serices Group, Microsoft

Filled with lots of examples, MetLife speakers discuss their KM model based on “fit” with the business, plus the implementation of its four core elements — governance/strategy, people focus, knowledge quality, and access. The Microsoft team shares their KM strategies for transforming 45K global field sales force through change management, information discovery improvement with wiki technology, business process automation, and more.

A106: Knowledge Management Vision for 2020
4:15 p.m. - 5:00 p.m.
Jeff Hester, KM Business Analyst, Fluor Corporation

During the past 10 years, Fluor’s knowledge management program has achieved success and recognition both inside and outside the enterprise. KM is no longer an initiative, but simply the way we get things done and drive strategic value. Looking ten years into the future, what is the next step in the evolution of KM? Using a “day in the life” perspective, this session looks at the implications and opportunities for KM in the future, with specific actions you can take now to begin making that vision a reality in your enterprise.

Track B - Cultural KM: Leading, Learning, & Change
Moderator: Patti Anklam, Principal Consultant Net Work & Author, NetWork, Net Work

People are the key asset of any public or private organization, and their performance can be measured by the success of those enterprises. This track focuses on the major cultural factors of ensuring that people in any enterprise can deal with change, continue to learn and grow, share and apply knowledge, and take leadership roles in innovating and achieving organizational success.

B101: Knowledge Leadership
10:30 a.m. - 11:15 a.m.
Kent A Greenes, Founder & Principal Consultant, Greenes Consulting

The principles and practices of great leadership are timeless. But powerful new drivers for business value and growth are requiring even the greatest leaders to add some new skills, competencies, and behaviors to their toolkit. Kent Greenes explores knowledge leadership, leadership that creates demand for leveraging the collective experience of stakeholders along the entire value chain and beyond, to impact an institution’s mission. Specifically, he addresses the new drivers and enablers for impacting performance, including ambiguity and complexity of operational environments, working with a 4generation workforce, and the rapid uptake of social networking and communication. He illustrates the emerging practices of knowledge leadership, social learning and knowledge transfer in the Army and private sectors to prompt conversation among the audience to get people engaged and thinking about new possibilities for their own organizations.

B102: What Knowledge Workers Want
11:30 a.m. - 12:15 p.m.
Rosemary M. Amato, Program Director, Global Client Intelligence, Former Global Enterprise Risk Services Knowledge Management Leader, Deloitte Touche Tohmatsu Limited CMA, CISA, CPA

Knowledge-sharing is always the goal of knowledge workers. But when you have 12000 professionals located in 150 countries, how do you really know what type of knowledge-sharing those individuals really want? Rosemary Amato shares results of an annual KM survey aimed at finding out what Deloitte professionals really want. She discusses structured versus nonstructured knowledge-sharing and insights on how technology is making it even more difficult to understand what our professionals really want. She discusses the subway line concept that was put into place for business units and presents concrete ideas on how to really know what their professionals want.

Attendee Luncheon
12:15 p.m. - 1:15 p.m.
B103: Free to Think: Improving Organizational Performance
1:15 p.m. - 2:00 p.m.
Richard McDermott, President, McDermott Consulting Henley Business School

KM has focused primarily on capturing, sharing, and organizing knowledge so it can flow easily and get the “right information to the right people at the right time.” In practice, this frequently makes all information available to everyone so they can serve themselves to the most relevant. But with massive amounts of information, self-service can be a burden that reduces the time for thinking. How do professionals use knowledge to think? Research in expertise has found that the difference between excellent and good performance is the quality of experts’ thinking, not the quantity of their knowledge. This talk describes why thinking matters, how to improve it, and shares the strategies of some organizations that have shifted their KM strategy to help free staff to think — through knowledge intermediaries, staff who manage their team’s knowledge so members can focus on thinking by “kitting” information to cue up knowledge for specific judgment calls, like manufacturing plants’ kit materials and thinking forums that focus professionals’ time on thinking that matters. Richard McDermott shares his research, which identifies six disciplines that experts use to improve their thinking: curiosity, close observation, shifting perspectives, deep understanding, risk-taking, and practice. Learn how experts think and how you can enable and improve the thinking in your organization.

B104: Flying Sheep & Making Organizations Fly!
2:15 p.m. - 3:00 p.m.
Gordon Vala-Webb, CEO, Vala-Webb Consulting Inc.

Have you ever wondered why the organizations we work in seem to be like dim-witted sheep: just doing what they did last year and following along with the rest of the herd? Have you resented the fact that year after year they seem to demand more and more work from you — with less and less fun (and the same pay). An award-winning KM practitioner with more than 10 years’ experience in understanding large and complex public and private sector organizations, Gordon Vala-Webb helps you understand why many large organizations are like that and how you can help transform your company into a sheep that flies. Just imagine the enormous possibilities (commercial and otherwise) should you succeed!

Coffee Break
3:00 p.m. - 3:15 p.m.
B105: Applying Complexity Science to KM
3:15 p.m. - 4:00 p.m.
Holly Pendleton, Organization Effectiveness Consultant and Spreader of Ideas, Independent Consultant

The emergence of complexity science offers a transformational way to view organizations. The traditional mechanistic view is linear, top-down, planned and operates based on an assumption of predictable outcomes. This view is becoming increasingly irrelevant as the rate of change that organizations experience (and, therefore, must adapt

to) increases exponentially. Complexity science exposes patterns, exchanges, emergence, and self-organization; it is more like an ecosystem that is interacting, evolving, and adapting. This introduction to complexity theory and the complex adaptive system view of organizations brings to light more relevant ways to leverage and influence patterns through knowledge management initiatives in order to help organizations adapt, increase capability, and ultimately sustain and thrive in the ever-changing environment. This session helps you set aside your current mental models and try on a new lens!

B106: Sparking Action Through Storytelling
4:15 p.m. - 5:00 p.m.
Melinda J. Bickerstaff, Senior Principal, Accenture Federal Services

Top medical schools are instituting programs in "narrative medicine" so doctors can better analyze patient stories; journalists are replacing the inverted pyramid with protagonists and story arcs; legal scholars are investigating how storytelling can clarify the maze of law and its implications; and top executives at IBM and the World Bank have promoted the business value of storytelling as a way to change these huge organizations. A couple of years ago, 3M introduced storytelling to two dozen rising executives and found it so effective that 140 received storytelling lessons. What's going on? Why so much emphasis on this low-tech form in our high-tech world?  Interest in this ancient genre of communication stems from the rising importance of  "sharing knowledge" as a competitive advantage and realizing its inspirational and instructive value, a duo that abstraction and conventional analysis cannot match.  Hence, the re-birth of the "story" to spark action, encourage shared values, share knowledge and best practices, get people to work together or march forward together into the future.  Bickerstaff describes how innovative narrative techniques were developed and deployed to operationalize knowledge-sharing strategies in three well-known organizations:  a global pharmaceutical company; a giant in media/entertainment; and, a large government defense contractor.  She shares lessons learned.

Track C - Enterprise 2.0: Intranets for the Future
Moderator: Martin White, Managing Director, Intranet Focus Ltd, UK

The future of how people work and share information across and beyond the enterprise is just on the horizon. The series of talks in this track include practical looks at intranet strategy and practices, workplace digital trends, user experience, and more.

C101: Intranet Strategy & Practice
10:30 a.m. - 11:15 a.m.
Rick Cantor, Knowledge Management Team Leader, Commercial Strategic Marketing, Chubb & Son

A critical business goal of Chubb Commercial and Specialty Insurance is to provide underwriters with easily accessible, credible information to support risk assessment, product selection and pricing decisions. Additionally, account servicing staff need information supporting loss control and policy processing decisions. Rick Cantor discusses the past, present and future of Chubb’s intranet design and operation, including best practices and lessons learned. He covers staff engagement best practices and lessons learned with regard to design, organization, taxonomy and navigation; Chubb’s strategic use of metadata to meet four primary needs — content context, life cycle, placement, and special handling; and examples to demonstrate the importance of metrics and measurement.

C102: Evaluating Intranets for Future Directions
11:30 a.m. - 12:15 p.m.
Andy Jankowski, Global Director, Intranet Benchmarking Forum

Drawing on IBF’s extensive experience of evaluating intranets and portals, the IBF Digital Workplace Maturity Model helps those responsible for managing their company’s intranets and digital workplace to understand where they are in terms of the overall user experience and to think strategically about future directions. This session provides an overview of the model and illustrates ways to begin using it for your organization.

Attendee Luncheon
12:15 p.m. - 1:15 p.m.
C103: Digital Workplace Trends
1:15 p.m. - 2:00 p.m.
Jane McConnell, Digital Workplace Strategic Advisor, NetStrategy/JMC

Join the official release of the results of the 6th annual Digital Workplace Trends study (previously Global Intranet Trends) and hear the latest from leading organizations around the world. Here are some of the hot topics covered: Is the mobile intranet a reality? Has social computing killed the intranet? What is the state of enterprise search? What are the top five things leading organizations are doing differently in their digital workplaces? What can you learn from the pioneers? Where should you be investing your time and resources?

C104: Intranet Showcase
2:15 p.m. - 3:00 p.m.
Rebecca Rodgers, Principal Consultant, Step Two

This interactive and informative session shares examples of leading-edge intranets from a number of different industries and includes award-winning sites from the 2011 Intranet Innovations Awards. These case studies of successful, active intranets provide ideas and insights to apply in your organization.

Coffee Break
3:00 p.m. - 3:15 p.m.
C105: Harnessing KM
3:15 p.m. - 4:00 p.m.
Zach Wahl, CEO, Enterprise Knowledge, LLC

The Defense Security Cooperation Agency (DSCA), a US Defense Department's liaison with allies and friendly nations, recently was compelled to confront a unique problem:  The 17 discrete web sites under its management were complex, difficult to maintain, and susceptible to a myriad of usability issues. Further, shrinking DSCA budgets threatened the maintenance and development costs needed to support the 17 sites. DSCA determined that the best solution was to migrate all its properties to a single site, while strengthening the platform's scalability.  The result is GlobalNET, a central web site for security and defense professionals around the world to communicate for security studies and security-related institutions, based on Acquia's Managed Cloud service. Our first speaker discusses the impact and the collaborative features.

Wahl focuses on several case studies presenting best practices and lessons learned for taxonomy and usability applicable to any organization.

C106: Institutionalizing User Experience
4:15 p.m. - 5:00 p.m.
Jeff Horvath, VP, User Experience Strategy, Human Factors International

Most organizations know that, in order to succeed, they need to understand and involve users for all of their software and web design efforts. For an organization to mature in its ability to design great user-centered products and services, it must truly be able to collect, manage, maintain, and extrapolate the collective wisdom about who the users are, what they need, and how to design for them. Jeff Horvath discusses what it means for organizations to institutionalize the knowledge, processes, and tools necessary to promote and support User Experience (UX) at their organization. He describes a Usability Maturity Model (UMM) that can be used to evaluate how mature any given organization is and the key components to institutionalizing and reviews a tool designed explicitly to provide a cloud-based solution to providing enterpriselevel knowledge management of all user experience knowledge at an organization. Filled with tips and tools, this session also looks at the overall ROI for this kind of endeavor.

Enterprise Solutions Showcase Grand Opening Reception
Enterprise Solutions Showcase Grand Opening Reception
5:00 p.m. - 7:00 p.m.

The Enterprise Solutions Showcase will feature the top companies in the KM, CM, search, taxonomy, and intranets marketplace, offering attendees an opportunity to explore the latest product and service solutions. If you are looking for a particular product, evaluating competing systems, or keeping up with the latest developments, be sure to visit the Enterprise Solutions Showcase.

Program Table of Contents

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