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Knowledge Management - Keys to Successful Communities of Practice (Networks)

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How can I make my community of practice truly effective?

How can I prevent my network becoming a "notwork"?

Communities of practice (networks) lie at the heart of successful knowledge management in most organisations. They are the lifeblood of informal exchanges of knowledge. Typically, communities go through a series of stages as they develop. This article, drawn from a best-selling knowledge management fieldbook by its author, identifies the key steps involved in creating and sustaining a successful community of practice, providing practical hints and tips for every part of the lifecycle.

The guidelines below are drawn from the book "Learning to Fly - Practical knowledge management from leading and learning organisations" (Chris Collison and Geoff Parcell), and sets out a number steps to launching, energising and sustaining communities of practice (networks) in an organisation.

1. Planning Gather together a list of potential participants. Use referral - ask individuals if they can recommend others in the organisation who should participate. Consider a broader membership to introduce diversity. Would your network benefit from having members NOT closely associated with your domain of interest - to bring in a different perspective?

2. Decide: go/no-go Check for duplication or overlap with other networks/groups, verify the need for the network and make a clear go/no-go decision. Is the scope realistic, or is the subject area too broad for a single network? Take some soundings from potential members and consider splitting to form two or more sub-networks if appropriate.

Getting started

3. Hold a face-to-face start-up workshop Ensure that this includes a social activity to build relationships and trust. If most of the interactions are likely to be via e-mail or telephone, it is important to build relationships face-to-face.

4. Draft a "charter" collectively Develop a simple "charter" which may include:

• the rationale and scope for the network,
• the key roles (facilitator, sponsor etc.),
• the expectations in terms of people's time commitment (do members need help in securing "air cover" from their managers?),
• a "code of conduct" - how members will work together, and key processes/tools,
• a sense of "what success looks like", and any appropriate KPIs. (but avoid over-burdening a network with measures at the early stages of its growth)

5. Consider tools for support Check the available tools and their distribution across the members, particularly for a network which crosses organisational boundaries.

6. Appoint a facilitator The responsibilities of the Network Facilitator, some of which, in practice, may be shared with others in the network, may include:

• organising network meetings/teleconferences;
• maintaining network distribution lists;
• owning and ensuring the maintenance of shared information/knowledge resources;
• monitoring the effectiveness of the network, and stimulating and prodding network members when appropriate;
• acting as a focal point for the network, both internally and for those outside the network

7. Set up an e-mail distribution list and send a launch e-mail Establish an e-mail distribution list for your network comprising the potential membership names identified. This should facilitate further communication. The Network facilitator should be identified as the owner of this, and can add or delete people from this distribution themselves. Send an initial e-mail to kick off the dialogue.

Building momentum

8. Seed the discussion with some questions Establish the behaviours by asking a question on behalf of a member with a particular need (have the members do it themselves if possible). In the early stages it is important to demonstrate responsiveness. The facilitator should be prepared to pick up the phone and press for answers behind the scenes.

9. Publicise the network What communications media exist within your organisation? Can you write a short news article in a relevant internal or external magazine which describes the network and its aims?

10. Advertise quick wins When you get answers to questions, or the transfer of ideas between members, celebrate and make sure that everyone knows

11. Monitor activity... Monitor the discussion forum/Q&A effectiveness:

• Frequency of contribution,
• Frequency of response.
• Number of unanswered questions
• For larger networks - number of joiners/leavers

12. Maintain connectivity Schedule regular teleconferences, summarise successes, develop a list of "frequently asked questions" and a shared team space/website.

Renewing commitment

13. Refine the membership For large networks, send an e-mail to existing members reminding them to let you know if they would like to be removed from the list. Better to have a smaller group of committed members, than a larger group with variable commitment.

14. Maintain face-to-face meetings Consider an annual face-to-face meeting to renew relationships and introduce any new members

15. Keep the focus on business problems Continue to solicit questions and answers - publicise more success stories.

16. Review performance How is the network performing in relation to its performance contract, mission, KPIs? Are there still regular examples of success stories?

17. Test commitment Don't be afraid to threaten to "switch off" the network and test the response of members. People will soon object if they strongly believe in it!

Is it time to "sunset" your community? Or to reinvent it? Consider Options Decide for the future:

• Continue?
• Celebrate & close?
• Redefine the deliverables/scope?
• Divide into sub-networks?

Conclusion

Launching and supporting successful communites of practice is one of the most effective ways to sustain your investment in knowledge management. It takes thought and effort to get started, but with the right people, and the steps outlined above, they can bring KM to life in any organisation.

This is a guest blog post written by Dave Kawula, a Senior Consultant with 1E. Dave was the guest on our January episode of the AlignIT Manager Tech Talk where we talked about how IT managers can take the risk out of their Windows 7 deployment projects. Below Dave details cost savings that can be claimed by implementing automation and self service as part of your deployment project.

Read Dave’s other guest post on rationalizing your apps prior to a Windows 7 deployment >>

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Imagine that you have finally completed the following phases of your project:

Core Architecture, Gold Image Build and Test, Application Rationalization, Testing, Testing, and more Testing

Now you need to get your images deployed to end users…well this is a problem because most organizations lack the forethought to automate this process.

So when it comes to deploying Microsoft’s operating systems there are really two choices that we are normally presented with: Lite Touch and Zero Touch. Let’s take a moment and define both of these:

• Lite Touch = Some manual intervention from a desktop analyst or from user driven menus.
• Zero Touch = Fully automated builds when an administrator can choose to deploy operating system upgrades on demand.

Now do either of the above work… the answer is yes absolutely. The issue is that all of this requires Careful coordination and communication to end users. This process normally involves hiring project managers, business analysts, corporation communication specialists, and costly IT Engineering time.

My question is this: We are in a world where we can get applications delivered to all of our phones by simply clicking in a portal and having them magically installed. We can change devices and simply re-deploy these applications from the same portal.

WHAT IF… you could do the same thing for your Windows 7 deployment. Just treat the Windows 7 deployment as nothing more than a complex application. Allowing end users to click on a Windows 7 upgrade icon in a portal. Then have them them schedule their own upgrade for a time that works for them.

Check out this product from 1E Software called yes you guessed it, 1E Shopping:

Does this mean death to the manual spreadsheets… well probably not – we always seem to return to what we know and love. I have personally deployed this product and have seen the impact it has on the classical approach to operating system and software delivery. The only requirement for Shopping is that a customer must already own and have configured System Center Configuration Manager.

The best part of this application is that it can be easily be installed and configured in less than five consulting days.

So I want to wrap up this post with a little bit of simple math for everyone:

• Assume each Windows 7 Upgrade costs an organization $3000 per desktop.
• Assume that approximately 50 % of deployed software is not used.
• Assume that each request for Software costs an organization $200 (BTW This is a really safe number) I haven’t seen it much lower than this.
• Assume it takes over 5 business days to receive the software after a request.

Now…here is a look at the old way!

Deploy 1000 Desktops x $3,000 each = $300,000 in resource costs

• Assume 25 applications averaging 100 each with 50 % unused and deployed to all workstations. 25 Apps x 1000 Desktops x $100 Average License Cost = 2.5 /mil investment in software. This would work out to having approximately $2500 in software on each desktop – You all know this number is really low!
• Assume that the organization receives 20 software deployment requests per week for 52 weeks per year. 20 Request x 52 Weeks x $200 average cost = $208,000 in resource costs to deploy software.
• Assume that it takes 5 business days to receive your software once requested. Well you do the math on this one – quantify the cost of lost productivity for your employees!!!

How about the new way!!! Take the opportunity to incorporate this organizational change into your Windows 7 projects.

From my previous post on application rationalization:

• Deployment costs reduced by 30 % simply by “Rationalizing” the number of applications that need to be ported to Windows 7 and automating the delivery mechanisms for the images. You could easily save over $90,000 in soft costs out of the gate.
• Reduce the amount of Software Renewals, Support, Deployment, and licensing costs. Once again we “Rationalize” all of our apps. Assume a 50% savings for your organization what does that return? How about an estimated 1 /mil + savings in hard and soft costs. By the way – now that you have a tool that helps rationalize this – think of the savings the next time the licensing police come visit you.

Add in savings from using automation and self service:

• Reduce the amount of annual software deployment costs by over 50%. Savings of over $104,000 in soft costs.

Assume your budget for this Windows 7 project was around $500,000. I will leave you pondering those numbers. Now of course remember there is an acquisition cost of new software that would save money. The nice thing about 1E is that all of their software pretty much pays for itself very quickly.

I hope you have enjoyed this post and I welcome any feedback or if you want to share your experiences with your Windows 7 projects thus far.

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About Dave Kawula

Dave Kawula is an MCSE and CNE with over fifteen years of experience in the IT industry and a senior consultant with IE. His background includes data communications networks within multi-server LAN/WAN environments. He has experience with project management, network strategic planning, network design and integration. He has led the architecture for NT, SMS/SCCM, Exchange and Internet Gateways, including managing migration paths and issues as well as implementation. He has supported a variety of network infrastructures as well as architecting and defining technical standards.

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