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Tuesday, November 15, 2016

Morning Keynotes
Location: Capitol Ballroom
Continental Breakfast
8:00 a.m. - 8:45 a.m.
WELCOME & KEYNOTE: Hacking KM or How to Innovate!
8:45 a.m. - 9:45 a.m.
Jeffrey Phillips, VP & Lead Consultant, OVO Innovation Co-Author, OutManeuver: OutThink, Don't OutSpend

Jeffrey PhillipsPhillips introduces the concept of maneuver strategy that combines speed, agility, and innovation which he believes should be the pinnacle of corporate strategy today. The three maneuver strategies—preemption, dislocation, and disruption—can be used at any level of planning and can definitely help you hack KM! Get insights and ideas from many real-world examples and be prepared to hack or innovate your organization!

KEYNOTE: Thinking & Searching Outside of the Box
9:45 a.m. - 10:00 a.m.
Dave Clarke, EVP, Semantic Graph Technology, Squirro
Maish Nichani, Co-founder, Ola Search

Our industry helps people retrieve information by searching, browsing, and visualizing the data stored within their content management systems. This endeavor is inherently introspective in so far as it focuses on the close analysis of an enterprise’s internal content. This talk is an exercise in thinking outside of that box. Clarke explores ways in which an enterprise’s internal content can be mined for information, even when the answers don’t always exist within the data we are querying. He discusses the use of natural language processing and semantic query expansion techniques, demonstrating the power of ontologies and machine reasoning to interrogate internal content in new and powerful ways.

Coffee Break in the Enterprise Solutions Showcase
10:00 a.m. - 10:45 a.m.
TRACK A • KM Strategies & Practices - People
Location: Capitol Ballroom, Salon E
Moderator: Gloria Burke, Director, Knowledge Management & Field Communications, Charles Schwab & Co., Inc.

This illuminating track of KM case studies focuses on the people in a number of organizations including the U.S. Army, the Dubai police, Microsoft, Shopify, Abbott, and more. Grab insights and ideas to use in your organization.

A101: KM Opps, Realities & Challenges
10:45 a.m. - 11:30 a.m.
Adriaan Jooste, CKO, Deloitte Advisory

Forces transforming “knowledge” and “knowledge sharing” include globalization, the information tsunami, on-demand expectations, flexible talent models, and cognitive technologies. This is the new reality of business and the enterprise, but the strategic choices we make to deliver knowledge at the point of need are not so different and represent new opportunities to familiar challenges.  Jooste discusses cognitive  technology, how millennials are remaking organizations and may be KM’s best new hope, “reinventing failure,” stopping knowledge from walking out the door, brain science and future scenarios for KM – disruption, design thinking, indifference or appification? 

A102: Integrated KM
11:45 a.m. - 12:30 p.m.
Dr Ibrahim Al Marri, Director, Knowledge Department, Dubai Police
Jamal Al-Jallaf, General Director of Administration of Afairs, Dubai Police

The Dubai Police Force has expended considerable effort and resources into developing a strategic perspective to KM. It has developed a unique program to motivate staff into sharing their expertise, thus harnessing the power of its new program, called “Integrated KM,” to overcome the various security challenges ahead. Every phase of this three-phased program has a specific aim and process. The first phase, started in 2013 and known as “inventory of skills and knowledge,” is specifically aimed at registering 80% of knowledge that is possessed by Dubai police officers in electronic form. The second phase of this program, begun in 2014, The Knowledge Project, is aimed at filling the knowledge gaps that exist within the Dubai police departments; this work was bridged through six steps. The third phase, known as The Knowledge Maturity Model started in 2015 and aims to measure the level of knowledge within Dubai Police, according to standards of the learning organization.

Attendee Luncheon in the Enterprise Solutions Showcase
12:30 p.m. - 1:45 p.m.
A103/104: Harnessing Knowledge Sharing
1:45 p.m. - 3:30 p.m.
Dr Leland Holmquest, Change Management Lead and Architect, Microsoft
Dana Tessier, Director, Knowledge Management, Shopify
Susan Prahinski, Senior Manager, KM, CoRe Knowledge Services, Deloitte Touche Tohmatsu Limited

Holmquest discusses what life on a submarine taught him about collaboration. The life of a crew on a submarine is juxtaposed to a team of knowledge workers in the enterprise. Learn what creates the foundation of camaraderie and what may be missing from your team’s dynamics. See how the pillars of positive psychology, the study of positive emotions, traits, and institutions have a dramatic impact on our daily work and the way our teams function and collaborate. Take home tips to use in your organization! Tessier shares how Shopify’s support team has grown tremendously over the last several years and as a result, its knowledge resources have adapted to keep up. In early 2015, their most used knowledge resource was Slack, an online messaging app. She discusses harnessing the knowledge sharing occurring through the app to improve documented knowledge resources, the improved and up-to-date knowledge resources agents use to find answers they need to do their job, and more. Hear how Abbott’s Engineering Knowledge Network initiative, which includes solutions for intranet, communities of practice, technical training webinars, and knowledge call center, contributed to engineering better solutions faster. The network connects 6,500 engineers working in 10 operating divisions at 100 worldwide locations. Lessons learned along the way with tools and technologies, as well as program governance and cultural roadblocks, are included.

Coffee Break in the Enterprise Solutions Showcase
3:30 p.m. - 4:15 p.m.
A105: Hacking “Need to Know”: Accelerating Cultural Change
4:15 p.m. - 5:00 p.m.
Tanja Rimbach, Worldwide KM Business Consultant, Software Services, Hewlett Packard Enterprise
Vijayanandam V M, Director, Worldwide Knowledge Management Head, Software Services, Hewlett Packard Enterprise (HPE) Software Services
Kevin Lynch, Chief Knowledge Architect, Raytheon
Randall Ramsey, IT Fellow, Raytheon

Hear how several organizations accelerate and shift culture change. The HP Software Services KM Program leverages its organization’s award-winning change practices to facilitate a robust KM organization that is able to rapidly respond to increasingly challenging business needs. Cross-functional, self-organizing teams are leveraged to crowdsource content harvesting, content improvement, and promotion of reuse on a continual basis. Raytheon speakers describe how the aerospace industry’s approach to achieving the balance between codification and personalization KM strategies, “Need to Share,” represents a significant strategic shift in KM strategy for both the aerospace industry and the U.S. government, which is consistent with the efficiency gains demanded by customers. These insights are widely applicable and demonstrate a balance can be achieved between business speed, value, and risk by focusing on formal, compiled product knowledge.

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 • Digital Workspace of the Future
Location: Capitol Ballroom, Salon F
Moderator: Daniel Lee, Director, Enterprise Information Solutions, ARC Business Solutions Inc.

Work, and our approach to it, is rapidly changing. While many work outside the walls of their organization, real-time communication and collaboration tools and platforms, as well as strategies, are changing the digital workplaces and workspaces. Hear about the challenges and how leading organizations are meeting them!

B101: Workspace of the Future
10:45 a.m. - 11:30 a.m.
Cindy Hubert, Fellow, KM, APQC Author, The New Edge in Knowledge: How KM is Changing Business

The workspace of the future is here—and more changes are coming. It is an agile environment which continually evolves to suit the next generation— while also balancing older generation’s needs and wants. As organizations shift to a workforce whose majority are Digital Natives, organizations, at a bare minimum, need to be aware of the necessary characteristics required to foster a driven and collaborative workforce. Although some characteristics are here now—mobility, personalization of content, work/life balance—more significant changes (cognitive computing, electronic security, and role-based content delivery) are coming. Using data from APQC’s most current research, KM expert Hubert cuts through the hype and haziness of what behaviors are going to be needed in this emerging workspace to look at the importance of KM’s role in influencing them. Learn about the shift in expectations and discover the right path forward for your organization.

B102: Design Thinking for the Digital Workspace
11:45 a.m. - 12:30 p.m.
Rebecca Rodgers, Principal Consultant, Step Two

“Design” is a powerful word in modern business, and a key element of a successful digital workplace. Design ensures that the right solutions are delivered, and that they work in a simple and delightful way. “Design thinking” provides a toolbox of techniques for understanding needs, designing systems, and prototyping. This session explores these techniques and shows how they can be applied to the future of work.

Attendee Luncheon in the Enterprise Solutions Showcase
12:30 p.m. - 1:45 p.m.
B103: Digital Workspace Predictions
1:45 p.m. - 2:30 p.m.
Jarrod Gingras, Managing Director & Analyst, Real Story Group

2016 is a tipping point around mobile and cloud-based workplace technology. Our analyst shares twelve predictions including wearables gain traction, mobile-first finally arrives, content management is standard, a ‘chief digital workplace officer, SharePoint, and more.

B104: Intranet Showcase
2:45 p.m. - 3:30 p.m.
Rebecca Rodgers, Principal Consultant, Step Two

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.

Coffee Break in the Enterprise Solutions Showcase
3:30 p.m. - 4:15 p.m.
B105: Digital Workspace Showcase
4:15 p.m. - 5:00 p.m.
Kelly Titus, Patient Revenue Performance Effectiveness Manager, Memorial Sloan Kettering Cancer Center
Alex Tanchoco, Manager, Advanced Technologies, Information Systems, Memorial Sloan Kettering Cancer Center
Lorin DeBellis, Future User Advocate, The MITRE Corp.
Kristy Markin, User Experience & Information Architect, The MITRE Corp.
Carrie Young, Principal, Talk Social To Me

This panel represents organizations who are using digital tools to change their workplaces and workspaces. MSKCC discusses using social media and collaborative tools like MediaWiki to break down silos, improve knowledge flows, and engage and empower staff to shift their culture to sharing and learning. Mitre shares the evolutions of tools supporting their KM strategy: Spaces and the tools within them must aid in the creation of new knowledge, support knowledge building around MITRE and its partners, and afford remote participants the same experience as participants in the room. From fully-writable wall surfaces to writable table tops, the space urges free-form thinking and ideation while leveraging spatial memory within the physical space. With the push of a button, whiteboards can be captured and digitally stored in a knowledge repository such as SharePoint and easily recalled by the creators. Young talks about Facebook at Work, the new enterprise product, and how organizations are harnessing it’s power.

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 • Social Collaboration
Location: Capitol Ballroom, Salon G
Moderator: Janice Lachance, Independent Consultant, Special Libraries Association Interim President & CEO, Better Business Bureau Institute for Marketplace Trust

Wikipedia describes social collaboration as the processes helping multiple people or groups interact and share information to achieve common goals. Hear what organizations like Oxfam are doing in this space; get tools to do a health check on your social collaboration tools; pick up practical advice on engaging communities, and more.

C101: Building the Connective Tissue for the 21st-Century Organization
10:45 a.m. - 11:30 a.m.
Haneen Malallah, Knowledge and Learning Advisor, Oxfam America
Neal McCarthy, Senior Manager, Shared Services Applications, Oxfam
Jo Lyon, Knowledge Management Lead, Oxfam GB

Oxfam is an organization working to right the wrongs of hunger, poverty, and injustice. It is a confederation of 17 member organizations, working in more than 90 countries, in the development, humanitarian, and campaigning spheres. The organization employs more than 10,000 people and works with thousands of partner organizations around the globe. Since these organizations are separate legal entities, they have their own platforms, systems, and intranet. Recently, Oxfam embarked on a project to integrate the member organizations, including merging into one intranet, and hence linking these 10,000-plus people into one system. This session highlights both process and product considerations for decision making around intranet design and usability and the approaches taken to move forward. It spans the planning, organization, and initial implementation of the shared intranet platform and touches on additional considerations related to challenges, risks, and the emphasis around building a collaborative culture.

C102: Communities Matter!
11:45 a.m. - 12:30 p.m.
Lauren Trees, KM Research Program Manager, APQC
Darcy Lemons, Senior Advisor, Advisory Services, APQC

Communities of practice are the most popular approach in the KM arsenal, with more than two-thirds of organizations boasting some form of community program. But there are still a lot of questions about how to design effective communities and keep them active and purposeful over the long-term. This session provides practical advice for organizations looking to deploy new communities or increase engagement in/impact from existing community programs. Get tips and techniques for encouraging participation and convincing experts to move their conversations and interactions into the community environment, integrating social network technology into community programs, and making communities truly global so that they connect employees across languages, time zones, and cultures. Based on recent best practices studies on communities, our speakers combine insights with detailed examples from leading organizations with successful community programs.

Attendee Luncheon in the Enterprise Solutions Showcase
12:30 p.m. - 1:45 p.m.
C103: Industry Insights: Knowledge @ the Speed of Organizational Change
1:45 p.m. - 2:30 p.m.
David Copps, CEO, Brainspace
Pat Byrd, Chief Learning Officer, Knowledge Bytes ANI

Our industry leaders share their insights on innovative collaborative platforms and programs.

One of the primary goals of KM is to increase organizational agility by quickly transferring knowledge to the right people—getting them up to speed. But speed has always been a challenge in learning. It takes considerable time to develop content, to get it organized and cataloged, and even more time for learners to find and consume legacy courseware of lengthy duration. Byrd illustrates how curated micro-content accelerates learning and shares a sample micro-learning deployment strategy and action plan.

C104: Social Collaboration Tech: Underachieving & Health-Check
2:45 p.m. - 3:30 p.m.
Jarrod Gingras, Managing Director & Analyst, Real Story Group

Enterprise customers have built solid foundations for employee digital collaboration, but struggle to adopt more advanced, social- and mobile-enabled use cases according to recent survey research. Get the results, implications, and recommendations as well as methods to assess the health of your existing social collaboration environment. Join our experienced research analyst for a fast-paced and hands-on session in a series of structured Q&A exercises designed as a health-check to find out how your situation stacks up against your peers’.

Coffee Break in the Enterprise Solutions Showcase
3:30 p.m. - 4:15 p.m.
C105: Collaborative Techniques & Improving Knowledge Flows
4:15 p.m. - 5:00 p.m.
William Cook, Manager, Knowledge Management, Added Value Services, ADP
Nichol Vanover, Online Community Administrator, ADP
Rujul Pathak, IT Manager
Dr. Maryam Alserkal, Director, Performance Management Office, General Secretariat of the Executive Council- Dubai Government

KM can be described as a discipline that intends to improve the capability of an organization to resolve challenges, evolve to meet the requirements of the dynamic business environment, and survive the changes that are disruptive, such as employee turnover. Team coordination is an integral aspect, especially now that people can communicate directly without using intermediaries such as team leaders and management. Hear how several organizations are using collaborative techniques to improve their knowledge flows. A division of ADP shares how the implementation of ADPworks, a Jive community designed to help associates across the company collaborate more effectively, was slow in adoption until they initiated Jive Jam Sessions. Hear about the results. Pathak discusses how Cisco busted through silos and delivers a converged experience across their stakeholder ecosystem through its new digital transformation. She shares their digital framework and architecture and illustrates it’s use by employees, partners, customers and prospects. TEC shares how the implementation of KM facilitates TEC to be more effective in bringing together the required proficiency and knowledge demand.

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.

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