Digital Workspaces of the Future: Industry Insights #KMWorld

kmworld-social

Speakers: Clint Patterson, Senior Solution Consultant, Simpplr; Dave Dumler, Head of Product Marketing, Panopto; Eric Storm, VP, North America, Starmind; and Sarah Dobson, New Business Account Manager, Starmind

Session Description: Using real-world examples, our industry leaders share how their KM solutions are driving smarter, better business interactions with top-notch knowledge flows in their client organizations. Storm from Starmind shares how unlocking employees’ collective intelligence and expertise at Accenture and SwissRe supercharges productivity, innovation and career development. Patterson discusses engaging employees and aligning knowledge management with an intranet so that content is organized, well structured and connects employees across the organization. He shares how Flexcare Medical Staffing, a nationwide leader in travel nursing and allied staffing services for top healthcare facilities, developed an intranet content management strategy to engage and align the workforce. Dumler discusses why is video now an essential ingredient for the future of knowledge worker productivity. While we may be relying heavily on video conferencing for live communication today, Dumler shares why video conferencing alone won’t be enough to achieve long term goals. He highlights how a number of notable organizations are achieving higher productivity and lower communication costs by creating and sharing on-demand video for training, meetings, and communication.

[These are my notes from the KMWorld Connect 2020 Conference. Since I’m publishing them as soon as possible after the end of a session, they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]

NOTES:

One of the key features of an industry conference is the Exhibit Hall. While KMWorld does offer a virtual Exhibit Hall this week, they also provided sessions in which key sponsors could explain and demonstrate their products. This session features some of KMWorld’s platinum sponsors.

Starmind – Identify Experts and Capabilities through AI

  • Expertise location is critical
    • The average Fortune 500 Company spends $500M annually on technology. And they spend a comparable amount on upskilling and reskilling their employees. In addition, these organizations spend billions on digital transformation efforts.
    • Organizations develop silos to make work in a large organization manageable. These silos can be expertise-based, geographic, cultural, etc.
    • Although people feel they are constantly connected, they actually are primarily connected within only their own micro-silos. They do not have sufficient connection across the organization. They don’t know who else is out there or what those colleagues know.
    • Expertise location is critical for organizational success. Remember: while Kodak had some key patents for digital photography, they did not have the necessary internal expertise to take the technology to market.
    • Starmind uses AI to surface experts and expertise and then connects them with colleagues in need.
  • PepsiCo Case Study:
    • Institutional knowledge rarely is held by the institution itself. Usually, it is in the heads of a handful of long-term or wise colleagues. PepsiCo viewed this knowledge as critical but did not have faith in analog knowledge management techniques to retrieve and share the knowledge.
    • Hard Knowledge = what PepsiCo calls documented knowledge
    • Soft Knowledge = what PepsiCo calls knowledge that lives inside the heads of your brilliant colleagues [tacit knowledge]
    • PepsiCo uses Starmind to “data mine” their Soft Knowledge
  • How Starmind works
    • Builds and maintains automated, real-time, updated skill profiles
    • Learns company jargon, concepts and terms
    • Learns sources of expertise and patterns of query response
    • Is able to route queries to the right expert

Panopto – Being Prepared for the Future Communication Needs of Your Organization

  • What’s happening in workplace trends?
    • In 2018, Gartner reported that within four years only 25% of meetings would occur in person.
    • Before the pandemic, 30% of workers worked remotely. During the pandemic, 60% work remotely.
    • Gartner believes that even after the pandemic is over, 48% will be working remotely
    • At the beginning of 2020, most organizations were not prepared to support widespread remote working. This is despite the fact that remote working was already pretty significant and likely to rise. (See Gartner report above.)
  • The University of Washington was better prepared than most. Before the pandemic they already had in place the key tools required to support remote work.
    • Necessary tools: asynchronous tools (e.g., email, documentation, text-based tools, etc.) and synchronous tools (e.g., chat and video conferencing).
    • New tool: recorded video (e.g., Panopto) bridges the gap between text-based communication and video.
  • How Recorded Video is useful
    • Forrester: “1 minute of video is worth 1.8M words.”
    • Employees are also recording their video conferences. This yields a “document” that helps participants remember (and others learn) what was discussed and agreed to.
      • 20 minutes after a meeting has ended, participants have retained only 58% of the meeting’s content.
    • Videos enhanced by search allow workers to find and retrieve critical knowledge quickly.
  • Client experience
    • Synaptics found that recorded video helped them save 7000 hours over the course of one year.
    • Qualcomm’s Wireless Academy enables engineers to use training videos after the training session is over as easily retrieved technical documents.
    • PerkinsCoie uses recorded video to keep their lawyers updated on changes in the law.

Simpplr

  • The Reality of Intranets
    • Gartner finds that 90% of intranets fail to achieve their goals
    • Forrester ranks intranets lowest on the satisfaction scale
    • Top 10 reasons intranets fail
      • Process Related
        • Process governance
        • Unclear purpose
        • Unengaged executives
      • Feature Related
        • Poor use experience
        • Stale, outdated content
        • Not personalized
        • Multiple sources of truth
        • Technical resource dependency
        • Search didn’t work
        • Failed deployment
  • Simpplr:
    • Simpplr is AI-powered in the background to make the intranet more efficient
    • In the Forrester Wave, Simpplr is in the leader wave — and it is the only buy (vs build) option offered in that category
  • Auto-governance: They have created an auto-governance feature that enables the system to automatically flag out-of-date content and remove it if the user does not take any action when the flag appears.
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