Sharing Hidden Know-How: How Managers Solve Thorny Problems with the Knowledge Jam

Sharing Hidden Know-How: How Managers Solve Thorny Problems with the Knowledge Jam

by Katrina B. Pugh
Released March 2011
Publisher(s): Jossey-Bass
ISBN: 9780470876817

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Book description

To manage business operations – let alone innovate – amid frequent restructurings, outsourcings and retirements, leaders must quickly capitalize on hidden know-how (knowledge). That is, know-how that lives inside their organizations or networks – in the teams, processes and experts that comprise them.

Yet, many organizations are coming up short in this race. Knowledge sharing and transfer have been reduced to reports, e-mails and tweets replacing vital personal interaction. The lack of meaningful conversation coupled with intense fragmentation across organizations and networks has left leaders floating in a sea of information and ideas without a map to channel insight into action.

Sharing Hidden Know-How starts the conversation that allows organizations to take what they know to the bank. The “how-to”/“how-act” guidebook unveils Knowledge Jam, a facilitated collaborative method for helping organizations rediscover the fundamental discipline of knowledge transfer – the conversation.

Developed by Katrina Pugh, president of AlignConsulting, the proven process uses human interaction to capture unwritten insights, and more importantly to put them to work. Offering a step-by-step process and practical tools,Sharing Hidden Know-How will help any organization harness untapped knowledge to solve today's thorny problems:

  • Accelerating New Product Development and Market and Segment Innovations

  • Maximizing Combined Knowledge in Mergers Integrations, Restructurings, Off-shoring and Outsourcing

  • Overcoming Information Overload (Focus on Social Media)

  • Smoothing Executive Transitions and Succession Planning

  • Smoothing Team Transitions

  • Spreading Insight across Geographies and Network Partners

  • Tapping into Sales Insights

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    Table of contents

    1. Cover
    2. Praise for Sharing Hidden Know-How
    3. Title page
    4. Copyright page
    5. FOREWORD
    6. INTRODUCTION
    7. CHAPTER 1 KNOWLEDGE JAM RATIONALE: SOLVING THORNY PROBLEMS
      1. WHAT’S NOT WORKING?
      2. BLIND SPOTS
      3. MISMATCHES
      4. KNOWLEDGE JAILS
    8. CHAPTER 2 KNOWLEDGE JAM BASICS
      1. STEP 1: SELECT
      2. STEP 2: PLAN
      3. STEP 3: DISCOVER/CAPTURE
      4. STEP 4: BROKER
      5. STEP 5: REUSE
    9. CHAPTER 3 DISCIPLINE 1: FACILITATION
      1. THE FACILITATOR’S MANDATE
      2. 1. FACILITATING THE SELECT STEP
      3. 2. FACILITATING THE PLAN STEP
      4. 3. FACILITATING THE DISCOVER/CAPTURE STEP
      5. 4. FACILITATING THE BROKER STEP
      6. 5. FACILITATING THE REUSE STEP
    10. CHAPTER 4 DISCIPLINE 2: CONVERSATION
      1. POSTURE OF OPENNESS
      2. PURSUIT OF DIVERSITY
      3. PRACTICES OF DIALOGUE
    11. CHAPTER 5 DISCIPLINE 3: TRANSLATION
      1. BROKERS’ MOTIVATORS
      2. BROKERING BASICS
    12. CHAPTER 6 BESPECKLED, MARRIED, AND EMANCIPATED
      1. BOUNDARY-SPANNING
      2. SURFACING USABLE INSIGHT
      3. PUTTING KNOWLEDGE TO WORK
    13. CHAPTER 7 KNOWLEDGE JAM HERITAGE: PREQUEL TO THE THREE DISCIPLINES
      1. INTELLIGENCE ACQUISITION
      2. ORGANIZATIONAL LEARNING
      3. COLLABORATION TECHNOLOGY
    14. CHAPTER 8 COMPARING KNOWLEDGE JAM TO OTHER KNOWLEDGE-CAPTURE METHODS
      1. A FACILITATION-CONVERSATION- TRANSLATION SCALE
    15. CHAPTER 9 BUILDING A KNOWLEDGE JAM PRACTICE
      1. BUILDING A BUSINESS CASE AND SELLING KNOWLEDGE JAM
      2. CULTIVATING KNOWLEDGE JAM FACILITATORS
      3. MEASURING AND PROMOTING SUCCESS
    16. CHAPTER 10 KNOWLEDGE JAM FOR LEADING CHANGE AND LEVERAGING SOCIAL MEDIA
      1. USING KNOWLEDGE JAM FOR LEADING CHANGE
      2. KNOWLEDGE JAM FOR BUSINESS TRANSFORMATION AND SOCIAL MEDIA
    17. CHAPTER 11 AN INVITATION
      1. WHY KNOWLEDGE JAM (AND OTHER FORMS OF KNOWLEDGE ELICITATION) WILL TAKE OFF
      2. YOU HAVE YOUR TOOLKIT
      3. MORE THAN A BUSINESS TOOL
    18. APPENDIX A KNOWLEDGE TYPES
      1. TOPIC SCENARIOS (FROM THE FACILITATION CHAPTER)
      2. TYPES OF KNOWLEDGE
    19. APPENDIX B KNOWLEDGE JAM TEMPLATES
    20. APPENDIX C GLOSSARY OF TERMS
    21. APPENDIX D CASE STUDIES
      1. CASE STUDY: INSTITUTE FOR HEALTHCARE IMPROVEMENT (HEALTHCARE QUALITY IMPROVEMENT NON-PROFIT)
      2. CASE STUDY: FOREST BIOPRODUCTS RESEARCH INITIATIVE (NEW ENERGY INSTITUTE)
    22. APPENDIX E KNOWLEDGE JAM PRACTICE FAQS
      1. WHAT IS BETTER: AN OUTSIDE OR INSIDE FACILITATOR?
      2. CAN A BROKER BE AN ORIGINATOR?
      3. SHOULD I AUDIO-RECORD A KNOWLEDGE JAM?
      4. WHAT IF YOU CAN’T JAM IN REAL TIME? (THE WIKI ALTERNATIVE)
      5. WHERE DOES KNOWLEDGE JAM FIT IN A KM PROGRAM? DOES IT HAVE TO?
      6. HOW CAN KNOWLEDGE JAM JUMP-START AN ENTERPRISE 2.0 (SOCIAL MEDIA) INITIATIVE?
    23. ACKNOWLEDGMENTS
    24. THE AUTHOR
    25. Index

    Product information

    • Title: Sharing Hidden Know-How: How Managers Solve Thorny Problems with the Knowledge Jam
    • Author(s): Katrina B. Pugh
    • Release date: March 2011
    • Publisher(s): Jossey-Bass
    • ISBN: 9780470876817