Alright, it’s about time “My Life w Car” got its own acronym, doncha think? So, here we go: MLWC. For a while, I’ll link back to day 90 for an explanation of the project and then, once it’s so common place that I hear it on the nightly news, I’ll stop linking 😉
Command and Control Knowledge “Management.”
I consult on operational issues relating to the customer and the front-line worker—that vital connection between the company and the public. Of late, that connection has shown some wear and tear. Its been commoditized as companies try to manage costs—and when they try to manage costs, they head for the frontline first. They buy software, dream of robotic systems, outsource their service—not because it’s better but because they hope it will make the problem of the frontline-to-customer relationship go away.
Knowledge Management, in all its many forms, is a command-and-control oasis. With very few exceptions (and those exceptions are basically Web 2.0 leaders), companies desperately hang onto the notion that they should, and can, control the information that flows from the agent to the customer. This subverts the agent’s role into that of a robot and so far in all my agent observations, I’ve yet to meet a robot.
Internet-based knowledge sharing—wikis, blogs, online collaboration tools—is both revolutionary and elegant. It engages people at an intuitive level and collects tacit knowledge in natural, accessible ways. Legal will hate it, IT will distrust it, Management will eschew it because they don’t understand it. The New Knowledge Sharing–how many more Knowledge acronyms can we bear??–which will take place online is the one innovation that will engage the front-line, enable JIT knowledge transfer, help the customer, and give command-and-control management style a run for its money. I know where I’m placing my bets.
A couple of articles to consider about this issue:
A local fave rave consulting group, Ramp Group, has some interesting thoughts about knowledge and content sharing on their blog.
Here’s a great rundown of articles tackling the problem of knowledge sharing across global groups and in enterprises–note the dates of the articles, the more recent ones are coming to the same conclusions as above.
Car: 13 miles (1 person/3 tasks)
Note: Jorge Gajardos Rojas from Chile wrote yesterday to ask why I don’t just walk? He lives close to work and ammenities and walks daily. Such a great question–most Americans don’t walk unless it’s for leisure. We don’t walk to the grocery store, for sure. We couldn’t carry back the massive amount of stuff we buy. But elsewhere in the world people walk everywhere, daily. I’ve walked to the grocery store a few times in this project but haven’t kept track of it; I imagine if I walked to the store daily, I wouldn’t have to pay for a gym membership. Thanks Jorge!