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Measuring Learning In The Context of Knowledge Management Jing Luan (convenor) Andreea Serban Julie Slark Linda Umbdenstock Harriett Robles May, 2002
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Measuring Learning In The Context of Knowledge Management Jing Luan (convenor) Andreea Serban Julie Slark Linda Umbdenstock Harriett Robles May, 2002.

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Page 1: Measuring Learning In The Context of Knowledge Management Jing Luan (convenor) Andreea Serban Julie Slark Linda Umbdenstock Harriett Robles May, 2002.

Measuring Learning In The Context of Knowledge Management

Jing Luan (convenor)Andreea Serban

Julie SlarkLinda Umbdenstock

Harriett RoblesMay, 2002

Page 2: Measuring Learning In The Context of Knowledge Management Jing Luan (convenor) Andreea Serban Julie Slark Linda Umbdenstock Harriett Robles May, 2002.

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In 45 minutes…

Why Knowledge Management (KM)Knowledge Management Concepts, Processes and TaxonomyExamples of KM ApplicationsThe Social Life of Knowledge Management – StrategiesKM as Organizational Capacity Building- Skill SetsQ&A

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Why Knowledge Management

Information overloadTechnology advancementIncreased professional specializationCompetitionJob turnover and need to preserve employees’ knowledgeCapitalize on organizational knowledge

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Key KM Concepts

Tacit KnowledgeExplicit KnowledgeData => Information => Knowledge

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KM Content and ProcessesKnowledge Content

Knowledge Management Processes

Create

•Discover

•Realize

•Conclude

•Articulate

•Discuss

Capture

•Digitize

•Document

•Extract

•Represent

•Store

Organize

•Structure

•Catalog

•Abstract

•Analyze

•Categorize

Access

•Present

•Display

•Notify

•Profile

•Find

Use

•Make

•Improve

•Perform

•Service

•Learn

Collaborate Find Mediate Facilitate Augment Share Align

People ProcessesSource: Gartner Research AS

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KM Taxonomy of ProductsBusiness Intelligence;Knowledge Base;Collaboration;Content and Document Management;Portals;Customer Relationship Management;Data Mining;Workflow;E-Learning;Search.

AS

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three

two

one

three

Illustrated KM Models Tiered Knowledge Management Model (TKMM)

Tacit Knowledge

PortalsCRM

Data WarehousesEnterprise Resource Planning (ERP)

MiddlewareOLAP

DataMining

Collaborative Working Environment (CWE)

Knowledge Base Knowledge Workers

KnowledgeMapping

Tiers:Tiers:

two

one

Explicit Knowledge

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Illustrated KM Models TKMM: Explicit Knowledge Management

TIER ONE

Data EnginesSQL Server, Oracle, Informix, Sybase, UniData, DB2

Enterprise Resource Planning (ERP)PeopleSoft, Datatel, SAP, Oracle, Banner

TIER TWO

Querying: BrioQuery, Business Objects, PowerPlayAccess, FoxproOnline Data Processing:ASP, JSP, iHTML, XML

TIER THREE:

Mining : Clementine, Enterprise Miner, Statistica, Mineset, Darwin, SpotFireClassical statistics SPSS, SAS, BMDP, SysStat

Topography of Tiered Knowledge Management Model (TKMM) for explicit knowledge

Many information research projects fail due to lack of understanding of these three tiers, particularly in data extraction in Tier One.

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From Theoretical Model to Application Model

Explicit Knowledge Tier One Data Holding Medium

Tier Two Information Processing

Tier Three Data Mining

Student enrollment data Learning outcome data Census data

Enrollment trends analysis Student GPA report Socio-economic status

Which student is likely to persist? Which clusters of students will have GPA>3.75? What are associated with any course-taking pattern?

Tacit Knowledge Tier One Knowledge Base

Tier Two Collaborative Working Envt.

Tier Three Knowledge Mapping

Personal experiences Skills Values Relationships

Organization structures Curricula Mission statements/Policies Manuals

Faculty Experts Group Leaders Librarians Analysts/Institutional Researchers

Decisions Insights Knowledge Competencies Accountability

Portals CRM

DecisionsInsightsKnowledgeCompetenciesAccountability

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What Others Have Said

Knowledge is information in Action – O’Dell and Grayson

Sharing knowledge is 90% culture, 5% technology and the rest is magic - Bob Buckman of Buckman Laboratories

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KM Applications - SBCCSanta Barbara City College KM Purposes

Improve Decision Making Improve Access to Information Increase Collaboration Improve Understanding of Information

In Context Timely Organized and Structured

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SBCC Portal Overview

Oracle iPortal

•Decision Support

•Document Management

•Web Content Management

•Database Administration

Campus Pipeline Portal

•Single Sign-on and Authentication

•Course Materials and Information

•Web Instructional Delivery

•Student E-mail

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SBCC Institutional Research Role within the KM Framework

ROLECreate and maintain a portal for internal information that organizes the strategic plans, reports developed for various audiences, and ensures clear data definitions

Create and maintain portal for external information, including benchmark studies, environmental scans, links to relevant research and publications

Market “watch” developed with the Enrollment Management and Marketing committees to document trends and identify potential implications

Repository of data related to accreditation, accountability, PFE, outcomes, institutional assessment, etc

BENEFITSBetter information leads to better decisions!

Improved sharing of internal and external information to minimize redundant efforts and lessen the work involved in external reporting

Enhanced ability to develop up-to-date and market-focused strategic plans

Shared knowledge from a variety of constituents to begin to create a “learning organization” responsive to change and innovation

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The Social Life of… Knowledge Management . . . of Institutional Research . . . of Learning Outcomes Assessment

CreateKnowledge

• How Do You Know How to Create Knowledge?

CaptureKnowledge

Organize Knowledge

Access Knowledge

Use Knowledge

• How Do You Facilitate the Utility of Knowledge?

KM Strategies Collaborate Find Mediate Facilitate Augment Share Align Aggregate Compare Select Combine Understand Participate

People Processes

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Knowledge Requires BehaviorsIt is not inert.

Data = Discrete facts Information = Combinations of data that result in

meaning Knowledge = * Combination of information with minds

of knowers * The unit of reference is one’s mind * Requires mental connection(s) – experience, value, context, expertise

Thus, knowledge, and knowledge management, has asocial, experiential, contextual nature.

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Create Knowledge

• How Do You Know How to Create Knowledge?

To work with the minds of knowers, be strategic:

• Understand frame of reference/ practitioners’ experiences, needs

• Understand situational context(s)

• Develop trust

• Develop channels of interaction and communication

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Examples:

• What knowledge would you share with a Board of Trustees in 15 minutes per year?

• What knowledge does a college need to create a plan?

• What new knowledge have you acquired at the end of every work week?

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•Ask the right questions – collaborate when creating knowledge

• Communicate well and frequently

• Position oneself strategically in the organization

Use Knowledge

• How Do You Facilitate the Utility of Knowledge?

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Knowledge Management as Organizational Capacity-Building

"Knowledge is information that changes something or somebody -- either by becoming grounds for actions, or by making an individual (or an institution) capable of different or more effective action."

-- Peter F. Drucker in The New Realities

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From Data & Information Systems to Shared Knowledge: Using What We Learn to Strengthen College Capacity

Transmission/Dissemination Discipline framework

Empirical research Linear Validity & reliability

Knowledge management Archiving & accessing

conclusions, how to’s Relating to existing

knowledge

Creation/Ownership/Use Discipline framework Action research: theories in

action Systems mapping Multiple perspectives

Knowledge processing CContext: Culture of applicability CCredibility CCommunities of Practitioners define “good practice” MMeaning & MMotivation Institutional MMemory

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Organizational Strategies for KM

Investing in a diversified portfolio of intellectual & talent capitalCommunicating “cross culturally”Connecting networks of practitionersLeveraging what we know into actionInvoking new mental maps for change

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Skill Sets Needed for RP-ers

Technical SkillsCommunication Skills

Multiple media proficiency (written, oral, multi-media) Multiple audiences (level/type of knowledge, purposes/uses, styles) Complexity to simplicity Application to new problems Analogies, visuals, virtual, simulations

Collaboration Skills Knowledge Ecology—useful to various practitioner groups in context

capable of moving to action dynamic, contextual information sharing Integrative Planning—action oriented, practical, fruitful, connected

value-based, vision-oriented Organizational Development Methodologies & Design Facilitation and Team-building Skills among multiple types of players Naturalistic Inquiry Methodologies, Assessment Processes

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Leadership Skills for RP-ers

Organizational intelligenceGenerative, innovative, knowledge leverageInitiation of multi-perspective dialogueSynthesis, holistic perspectiveTrusted, yet politically astuteCulture changing, transformative, pervasive, long perspective

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Assessment in a KM PerspectiveCContext: setting up for institutional learning with a bias toward action (focus on improvement)

CCommunities of Practitioners working across disciplines & groups vs. private enterprise instruction

CCredibility: creating a means of dialogue vs. tasking

MMotivation: creating a positive reinforcing experience

MMeaning: internalizing the experience over time

MMemory (Institutional): moving forward & reinforcing what works w/new applications and extensions

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KM in the Community College Workplace

Sound familiar? Why on earth did we ever decide to do it

this way? In the 2 hours I spent looking for that one

number, I could have done the original research myself.

When she retires, we are in deep trouble. No one else can do her job.

Never mind learning outcomes. The biggest challenge on this campus is finding out how to replace a projector bulb.

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KM in the Community College Workplace

What we need is a repository for our information and knowledge that is: Accessible Current Searchable Useful User friendly NOT a cure that is worse than the disease.

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KM in the Community College Workplace

West Valley College Skunk Works Research Analyst Assessment Coordinator Dean, Information Technology &

Services Staff Development Coordinator Dean, Instruction & Matriculation Indispensable Ed.D. student w/KM

experience in industry

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ContactsJing Luan, Ph.D.Chief Planning and Research Officer, Cabrillo College [email protected] Robles, Ed.D. Dean, Instruction and Matriculation, West Valley [email protected] Serban, Ph.D. Director, Institutional Assessment, Research and Planning, Santa

Barbara City College, [email protected] SlarkAssistant Vice Chancellor, Educational Services, Rancho Santiago

CCD [email protected] Umbdenstock, Ph.D.Administrative Dean of Planning, Long Beach City [email protected]