What stops us from putting knowledge into action?

Our BMW is nearly 8 years old now.  It’s been brilliant, and it’s had to put up with a lot from a growing family, and now a dog with an affinity for mud and water.

It’s about this age when cars generally - regardless of the manufacturer -  begin to reveal some of the longer-term glitches to owners and manufacturers send letters to notify people like me that “there is an extremely small chance that you may experience a problem with the battery wiring in the luggage compartment, and please would I contact my local dealer at my earlier convenience where they will be glad to examine and fix any potential problems without charge…”

If I wanted to sell my car (probably to someone who doesn't read this blog!), then I have a choice:

• Sell them the car, and give the new owner the keys and a small pile of vehicle recall notices.  These represent all of the lessons about the 535D Touring that BMW and their customers have learned over the past 8 years, so they are, of course, invaluable to the new owner…
• Take the car to the dealer, get the problems fixed for free and the vehicle record updated on their systems.  Throw away the recall letters which now have no purpose. Give the new owner the keys.

It’s clear which is the better option.  Now let's park the BMW analogy and think about knowledge management (which, coincidentally, BMW are also very good at).

In my experience, many organisations sometimes treat lessons learned like they are an end in themselves – as though the value has to remain in the document - rather than where possible leading to actions which embody the learning.  These actions might include updating a process, policy, standard or system has been updated to incorporate the learning, which  removes the need to promote the lessons or recommendations to future teams.

So why do some organisations settle for a pile of lessons rather than a set of improvements?

Some possibilities:

• It’s much easier to write a document than see a change through to completion.
• It’s too difficult to find the owner of the process which needs changing.
• I’m measured on how many lessons our project captures.
• We have invested in customizing SharePoint to capture lessons learned documents, and need to show that we’re using it.
• Although I wrote the recommendation, I’m not 100% confident that we should change the process for everyone.

Now don't get me wrong, I'm not decrying any kind of activity to capture lessons learned. Sometimes the learning is such that there is no obvious process or standard which can be changed, and there is no immediate customer for the knowledge.  In those cases we need to preserve it in such a way that our learning is expressed as a recommendation for the next team, and is supported with the reason, the narrative, any relevant artifacts and the contact details of the person behind the recommendation.  These things all add context to what would otherwise be a recommendation in isolation.  The next team then have more background to assess whether this particular recommendation is relevant in their world.  I wrote about this on my February posting on dead butterfly collections.

However, I do think it's worth looking at the barriers which prevent people from from translating their personal or team learning into an improvement for everyone.   Perhaps we're not selling the idea of lesson-learning in the best way?  Hearts and minds, or just minds?   Commitment or compliance?  Value or box-ticking?

Let's not let the tail wag the dog!

Curiosity has landed - but is it alive and well in our organisations?

Well, hats off to NASA and their partners for pulling off an amazing feat of project planning, innovation, technological wizardry and collaboration. That MARDI video was quite something. Curiosity has landed – let’s see what it finds. I’ve been reflecting on the topic of curiosity recently, and in fact it even made it onto the cover of my most recent brochure!

In many respects, it is curiosity which closes the learning loop.  We can invest vast amounts of effort in learning, reviewing and capturing (when we don’t have an immediate customer to transfer newly generated knowledge to) – but if nobody is curious enough to want to learn from the experience of others, then there is no demand - and no marketplace for knowledge exchange.

That’s why Thomas Friedman wrote about the importance of the “Curiosity Quotient”, created the equation:  CQ + PQ > IQ  (PQ is Passion Quotient) and wrote:

“I have concluded that in a flat world, IQ- Intelligence Quotient – still matters, but CQ and PQ – Curioity Quotient and Passion Quotient – matter even more. I live by the equation CQ+PQ>IQ. Give me a kid with a passion to learn and a curiosity to discover and I will take him or her over a less passionate kid with a high IQ every day of the week.”

As we look to make our organisations more effective in their use of knowledge, let's keep one eye on how  we can increase the levels of curiosity. We can do this through any number of means: leadership encouragement and open questions, raising the levels of awareness of projects and activities, curation, gaming, social serendipity, thinking out loud, peer challenge and peer assistance, overcoming "not-invented-here" and making our organisations a safe place to ask for (and receive) help.

If we could accomplish more of this, then who knows what new life we might discover in KM?

School. On reflection.

We spent some time with extended family over new year, and I overheard one of the younger boys, Ted, recounting his tales of mischief at school – and the subsequent punishments he had received.

I was perturbed to hear him say that the school no longer uses the word “detention” because it has negative connotations (Guantanamo has a lot to answer for...),

No, instead labelling staying late after school or missing break as “detention”, the children in this particular school  are threatened with.....                  wait for it...

Reflection!

Yes, the biggest threat that you can hold out to an eleven-year old is that of Reflection!

So Ted gets caught copying someone work, and is sentenced to a period of reflection until he’s learned his lesson.

In ten years time, Ted may well enter the corporate world where (if he chooses his employer wisely) he’ll be expected to copy the work of others, encouraged to take time to reflect, and to actively seek out lessons learned!

We don’t make it easy for them, do we?

Lessons Los

Following on from my last post comparing operational effectiveness with knowledge effectiveness, I’m reminded of the “Choke Model” from my BP days.  The choke model was a way of modelling production losses at every stage in the process, for example during the refining of crude oil to produce the raw materials and refined products which customers want to buy. Starting with 100%, every step in the process was analysed, and the biggest “chokes” were identified and targeted for improvement.  There is a belief in BP that the total of all of these small percentage production losses across all of its refineries was the equivalent to having a brand new refinery lying dormant!  Now when you focus it like that, it’s one big financial prize to get after.

I think there’s a similar perspective that we could take looking at the way in which knowledge is lost during our efforts to “refine it” and transfer it to customers.  Sometimes we are so upbeat about “lessons learned” and “learning before, during and after”, that we start believing that we’ve got organizational learning cracked.  Well I don’t believe that we have!

Let’s take a walk through an organizational learning cycle and see where some of the “chokes” in our knowledge management processes might be.

Imagine that you’re working with a team who have just had an outstanding success, completing a short project. There’s a big “bucket of knowledge” there, but from the moment the project has completed, that bucket is starting to spill or leak its lessons.  (On a longer project, the leakage will start before the project has ended, but let’s keep it simple for now and say that memories are still fresh).

So from this moment, your lessons start to leak.  The team will be disbanded, team members join other projects, and people start re-writing the history of their own involvement (particularly as they approach performance appraisal time!).

Leak!

Let's have a project review or "retrospect" to capture the lessons.  Good – but not a “watertight” process for learning everything that might be needed.

• Are the right people in the room?  Team?  Customers? Sponsor? Suppliers?  Partners?

• Are you asking the right questions? Enough questions?  The questions which others would have asked?

• Are people responding thoughtfully?  Honestly? Are people holding back?  Is there politics or power at play which is influencing the way people respond?  Is the facilitator doing their job well?  Are they reading the room,  pressing for detail, for recommendations, for actions?

Leak!

And then we try to write-up this rich set of conversations into a lessons learned report.  However hard we try, we are going to lose emotion, detail, connections, nuances, the nature of the interactions and relationships – and all too often we lose a lot more in our haste to summarise. Polanyi and Snowden had something to say about that.

Leak!

And what happens to that report?  Is it lost in the bowels of SharePoint?  Is it tagged and indexed to maximise discovery?  Is it trapped on someone’s hard drive, or distributed ineffectively by email to “the people we thought would need it”?

Leak!

And of course, just because it’s stored, it doesn’t mean it’s shared! Sharing requires someone to receive it – which means that they have to want it.  Are the potential users of this knowledge thirsty? Curious?  Eager to learn?  Encouraged to learning rather than reinventing?  Infected with “Not invented here”?  Believe that their new project is completely different? Willing to root around in SharePoint to find those lessons? Willing to use the report as a prompt to speak with the previous team, and to invite them to a Peer Assist to share more of their learning?

Leak! Leak! Leak!

So you see, it’s a messy, leaky, lossy business,  and I think we need to be honest about that.  Honest with ourselves as KM professionals, and honest with our colleagues and customers.

That doesn’t mean that we shouldn’t work hard to address the leaks and losses - quite the reverse.  We should be anticipating and responding to each one.  Whether that means having a “knowledge plan” throughout the lifetime of a project, engaging leaders to set the right expectations, providing support/training/coaching/facilitation/tools etc.   There’s a lot we can do to help organisations get so much better at this.  They might not save the equivalent of a Refinery’s worth of value – but they might just make their workplaces more fulfilling, increase staff engagement and reduce their dependence on external consultants.

I think it starts with the business answering the question:

“Just how valuable do we really believe this knowledge is?”

If you look at the picture at the top of this blog and imagine it’s happening on a beach somewhere, then it’s just part of the fun in an environment of abundance.  You can fill the bucket up again and again...

If the picture was taken in a drought-stricken part of the world – an environment of scarcity – well that’s a different story.

You know knowledge is being effectively managed when...

There was a helpful thread in the sikm-leaders forum last week when someone asked for ten responses to complete the statement “You know knowledge is being effectively managed when...” I thought it was a really practical way to explore how it feels, and looks – how people behave, when KM is really working.   Here are my ten suggestions:

You know knowledge is being effectively managed when...

Leadership. Leaders in the organisation are role models, challenging people to ask for help, seek out, share and apply good practices this inspires curiosity and a commitment to improve.  The organisation is learning!

Learning. People instinctively seek to learn before doing.  Lessons from successes and failures are drawn out in an effective manner and shared openly with others who are genuinely eager to learn, apply and improve. Lessons lead to actions and improvement.

Networking. People are actively networking, seamlessly using formal communities and informal social networks to get help, share solutions, lessons and good practices. The boundaries between internal and external networks are blurred and all employees understand the benefits and take personal responsibility for managing the risks.

Navigation. There are no unnecessary barriers to information, which is shared by default and restricted only where necessary. Information management tools and protocols are intuitive, simple and well understood by everybody.  This results in a navigable, searchable, intelligently tagged and appropriately classified asset for the whole organisation, with secure access for trusted partners.

Collaboration. People have the desire and capability to use work collaboratively, using a variety of technology tools with confidence.  Collaboration is a natural act, whether spontaneous or scheduled.  People work with an awareness of their colleagues and use on-line tools as instinctively as the telephone to increase their productivity.

Consolidation. People know which knowledge is strategically important, and treat it as an asset.  Relevant lessons are drawn from the experience of many, and consolidated into guidelines. These are brought to life with stories and narrative, useful documents and templates and links to individuals with experience and expertise. These living “knowledge assets” are refreshed and updated regularly by a community of practitioners.

Social Media. Everybody understands how to get the best from the available tools and channels. Social media is just part of business as usual; people have stopped making a distinction. Serendipity, authenticity and customer intimacy are increasing.  People are no longer tentative and are encouraged to innovate and experiment. The old dogs are learning new tricks!  Policies are supportive and constantly evolving, keeping pace with innovation in the industry.

Storytelling. Stories are told, stories are listened to, stories are re-told and experience is shared. People know how to use the influencing power of storytelling.  Narrative is valued, captured, analysed and used to identify emergent patterns which inform future strategy.

Environment. The physical workplace reflects a culture of openness and collaboration.  Everyone feels part of what’s going on in the office.  Informal and formal meetings are easily arranged without space constraints and technology is always on hand to enhance productivity and involve participants who can be there in person.

Embedding. Knowledge management is fully embedded in people management and development, influencing recruitment and selection. Knowledge-sharing behaviours are built-into induction programmes and are evident in corporate values and individual competencies.  Knowledge transfer is part of the strategic agenda for HR. The risks of knowledge loss are addressed proactively. Knowledge salvage efforts during hurried exit interviews are a thing of the past!

Now your top ten will probably be different to mine (although you’re very welcome to borrow and adapt them). This kind of approach encourages us to look well beyond the technology which often disproportionately demands our attention.

Taken from the Consulting Collison Column in an upcoming edition of Inside Knowledge

Fifteen minutes of.... Reflection.

I secretly love the moment when the air stewardess utters those magic words:

"as we prepare for take-off, please turn off all electronic devices..."

Actually, I think the whole plane breathes a collective sigh of relief. Fifteen minutes of enforced separation from the electronic world of work.

Fifteen minutes at the downtime oasis between the instant your iPhone/Blackberry goes off, and the moment your laptop is allowed to be switched on. We're so always-on, info-stimulated, response-charged that it's a bit of a shock to the system. Once I've leafed through the in-flight magazine and perused the safety card, I confess I sometimes find myself nodding off!

Fifteen minutes. That’s the time typically allocated for After Action Reviews (AARs), at least for informal AARs, pioneered by the US Army and now a widely used knowledge management approach. Let’s take a deeper look at this classic, simple process and see why it provides such a welcome quarter of an hour of reflection and learning for a team.

Firstly, the name can create a level of confusion. Informal AARs take place immediately after an event or activity and are designed to provide a safe, honest, space for a team to review performance and identify the learning. In that respect, they are really a tool for learning-whilst-doing. You wouldn’t use this kind of AAR to review a major project in order to generate detailed narrative, lessons and recommendations for the next team. There are other KM methods in your toolbox for those situations – such as Project Reviews, Retrospects and Sensemaking techniques.

The climate for an AAR is important. The US Army describe those fifteen minutes as a “rank-free zone”. University College London’s “Learning Hospital” (to be featured in a future edition of Inside Knowledge), which is training hundreds of its staff as AAR facilitators describe the technique as making it possible to “speak the truth to power”. The ubiquity of AARs in the hospital make it safe for a junior technician to comment on and challenge the actions of the most eminent surgeon, because everybody understands the need for a climate of honesty when patients’ lives are at stake.

Having clarified the name and the climate, let’s take a look at the four simple questions which comprise an AAR. Simple enough to be remembered without a crib-sheet, and familiar enough that people know exactly where they are in the process.

AAR - 4 simple questions

Question one:“What was supposed to happen?” focuses on the facts This may sound surprising, but sometimes it can be difficult to even get agreement on the answers to this question!

Question two: “What actually happened?” – the US Army calls it “ground truth” – again, this is purely a statement of facts about what happened – not an exchange of opinions. Sometimes there are unexpected, positive things which happen in addition to the expected outcome – note these down too, as you might want to repeat those elements in the future.

Question three:“Why was there a difference?”. This is the time when the team can move from stating facts to giving their opinion as to the reasons for any differences; the facilitator uses the time wisely to ensure that contributions are made from as many team members as possible, and discussed where necessary.

Question four: “What can we learn from this?”. This is the most important question, as it is the one most likely to identify what needs to change. It moves the team from reflection to action, and make a difference to the next time they attempt a similar task.

So that’s it. Four simple questions, addressed rapidly by the team with the facilitator (a team member) capturing a brief record on a flipchart to keep the focus on shared opinions and actions. All in all, a straightforward technique. The power of AARs comes in the structure; the slowing-down effect of the four questions. Let’s face it, as intelligent professionals, we like to think we have a pretty good idea about what the learning points are, even before we’ve discussed it. AARs are designed to stop people just like us from bypassing steps i, ii and iii and jumping to conclusions as to what the learning was, without having verified that there is agreement about what actually happened.

In our always-on world, where we re-tweet things around the globe before we’ve even read them, and connect with people we barely know – fifteen minutes to slow down, reflect and think – together - is invaluable. Now... where did that duty-free magazine go?

Taken from the Consulting Collison column in the next edition of Inside Knowledge

BP Oil Spill, Knowledge Management and HBR

Tom Davenport posted an interesting blog in the HBR site this week, entitled: If Only BP Knew Now What it Knew Then where he asserted a relationship between the BP Oil spill, and the reduction of its knowledge management programme.

It's something which Geoff and I have receive many questions on, so I thought it might be helpful to cross-post our responses to Tom's blog here:~

Chris Collison

As the other author of “Learning to Fly”, let me add to what Geoff has written, which I agree wholeheartedly with.

It’s been desperately, desperately sad to see the unnecessary loss of life. Tragic to see the environmental impact. Shocking to see the commercial impact. Disturbing, yet understandable, to see the media, political and public reaction.

Being good at knowledge management doesn’t make you immune from making a poor decision, but being put on a pedestal for long enough can give you vertigo. I’m sure Toyota, another veteran of Knowledge Management would agree. As Larry wrote – all that any of us can do is work to improve the odds. I believe that BP’s knowledge management and organisational learning efforts have diminished in recent years, and what was once an almost instinctive culture of learning and sharing between peers has become diluted. I think Tom’s allowing himself some poetic licence in his use of the word ‘relic’, but I don’t disagree with the thrust of his argument. Like Geoff, I’ve been away from BP for too long to offer an informed view as to how much sharing and learning was going on around its operations at the time of the events in Tom’s post.

Clearly something went very wrong.

Hopefully we will learn the what, why, when, how and who of what went wrong over the coming months or years of review and inquiry. Perhaps we’ll find that there are positive knowledge-sharing and collaboration stories which also emerge, showing how competitors, partners and individuals joined with BP to work to remedy the situation. Possibly we’ll discover will be some Apollo 13 paragraphs within this Challenger story? After the final traces of crude have been dispersed, the food-chain has purged itself of the pollutant effects, the rightful compensation paid and livelihoods restored – what will the legacy of learning be for the oil industry? I really hope that the genuine learning is surfaced and shared, and isn’t drowned out by the noise of the legal machinery.

TS Elliot famously wrote: “Where is the wisdom we have lost in knowledge? Where is the knowledge we have lost in information?" Perhaps today he would have added: “Where is the learning we have lost in litigation.”

Now that might make another interesting article, Tom.

Geoff Parcell

I am one of the authors of “Learning to Fly” and I have been watching the response to the oil spill in the Gulf of Mexico with a mixture of anguish, sadness and concern. It is almost 9 years since the first edition of “Learning to Fly” was published, and more than 5 years since I left employment with BP, following a period of secondment to the United Nations AIDS agency UNAIDS. I don’t feel in a position to judge whose fault it was, whether the response was adequate, or whether sharing and learning was adequate within BP. I’ll leave that to others.

However there are three main themes on the topic of knowledge management that seem relevant to this story:

1. What knowledge and information are we basing our views on? 2. What sort of environment has been created for collaborating and learning? 3. How well have the risks been managed?

Let’s deal with these in turn.

1. Most of the information we have to base our views on are directly from the media - television, the internet and the press. My Member of Parliament in the UK, David Heath, recently wrote a press article on the future of political reporting.

“I am very worried about the standards of political and other reporting. If we need new politics, then perhaps we need a new journalism too.

Much that is written in the national newspapers is sloppy and under-researched. A lot of it comes from press releases and chats over lunch rather than looking for facts. As a result, much of it is drivel. On top of that you have a layer of unconcealed prurience masquerading as incisive investigation, concentrating on celebrity and trivia over substance, and the whole edifice looks remarkably shallow.”

I have some sympathy with this point of view. The press has moved from reporting news events to providing instant analysis and answers, assigning blame, searching out the high numbers (of casualties, demonstrators or barrels of oil spilt.) Accuracy is not the aim, finding the highest number someone is prepared to state is. In addition, the internet reinforces extreme views by replication, which has the effect of seeming more convincing even though there is no more information.

At the same time BP is providing its own information - video feeds of the well head, video explanations of each attempt to cap the well and stop the flow. Some think there is a bias to that information.

We make our judgements based on the information provided, coupled with our own knowledge, biases and values.

2. One of the biggest barriers to learning the lessons from mistakes is the litigious society we have created. Learning and sharing takes place in a trusting environment. So many incidents - from train crashes, to fires, to conflict situations, to explosions -are subject to litigation that people are afraid to open their mouths. Even for minor car crashes our insurance companies instruct us not to admit liability even when our instinct is to explain our actions and assumptions to others involved. There are few reports of collaboration for this response. BP did acknowledge cooperation between various government agencies and itself. Other oil companies have provided knowledge, experts, equipment and advice to support. I’d have liked to have seen much more cooperation especially with the US government to fix the problem and clean up first, then learn the lessons, and only then address the issue of who pays and who if any is negligent. What I saw and read was a mix of assigning blame, politicking and maintaining reputation; hardly the environment conducive to listening and learning from each other. What are the chances of really learning the lessons so that we can prevent something like this occurring again?

3. We need to manage the risks and for that we need knowledge. As individuals we rarely avoid risks altogether else we’d never get out of bed. We all handle risks not avoid them. When we assess the risk we judge the probability of occurrence, the impact if it happens and the amount of control of influence we have to mitigate the risk. It does come down to judgement and that judgement comes down to having the relevant knowledge.

Malcolm Gladwell in “Blink” shows examples where only a small amount of knowledge is required to make a decision. People who are risk averse often seek more and more knowledge rather than make a judgement. We need less knowledge than we think to make a decision, rather we need the right balance of knowledge and judgement according to our tolerance to risk. What concerned me was not that BP took risks but the response plan to mitigate the risk did not seem to be operational.

The basic principles of Knowledge Management outlined in “Learning to Fly” are as relevant as ever and are being applied within and between many organizations around the world. It is the application of the techniques that matters and the actions taken once you have the knowledge.

Learning before Igloo-building

With the schools snowbound and closed for a few extra days last month, I persuaded my daughters to help me make an igloo. It’s something I’ve always wanted to do. It took a lot longer than I thought and the pretence that this was “Dad helping them” began to slip after a while as and my co-labourers needed a hot chocolate break or two along the way.   I improvised with Tupperware boxes to make my bricks, learned as I went, and bullied/bribed my girls to hold up the walls when we got to the tricky bits. Getting the final block in the roof was an act of sheer desperation and good fortune.    We made it!  Not quite the classical dome shape, I’ll admit, but it lasted the night before a surprise skylight window appeared the following morning, quickly followed by total collapse.  You would think that after 41 years of waiting for that perfect snow, I would have known exactly how to make an igloo; but I didn’t.There is no shortage of material, videos and step-by-step instructions on the web .  A Google search on “how to build an igloo” yields 673,000 results, including some excellent step-by-step videos on YouTube.  If I’d bothered to look at even the first two of these, then I would have known that the whole thing is built as a self-supporting spiral.  After my first layer of snow bricks, I should have cut a shallow incline up the wall to create the beginning of my spiral; but I didn’t.  No, Google and YouTube didn’t let me down.  The fact is, I just wanted to get out there with my brick-making and build.

All traces of the igloo have now melted away, but I’m left reflecting on the way I approached the challenge.  How often in an organizational situation do we get carried away with misplaced self-belief, a little (but not enough) knowledge, a little too much ego and  an eager desire to just roll up our sleeves and get on with it?  How often do we deliver something that looks roughly right, but like my igloo, doesn’t withstand the test of time?

As knowledge professionals, it’s easy to sink time and money into making content more easily accessible, navigable, and searchable.  We can construct elegant wikis, enliven our intranets with RSS and real-time twitter feeds, but none of this will  guarantee a better outcome when people have their “igloo moments”.   Sometimes, it’s not because people lack access to the knowledge or the time to find it.  Rather it’s because they just want to get out there and try it their own way – because it’s something they’ve always wanted to.

So what might have caused me to build my igloo better? Perhaps a friend out there with me in the garden that day, saying – “Hey, I’ve tried this before.  If you want it to last, then need to build it this way...” A challenge for better performance from someone I trusted, and the benefit of their first-hand experience exactly at the moment I needed it.  Now that’s a pretty good vision for a knowledgeable, learning organization.

Finally, just to prove that my jokes are no better than my igloo-building skills...

One Eskimo enviously asks another Eskimo: “Which book did you read to find out how to build such a perfect igloo?” The other Eskimo replies:

“Oh that’s easy; I didn’t have to read it anywhere.  Inuit.”