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Interpersonal Knowledge Sharing: Interpersonal Knowledge Sharing:

Objectives Objectives

Agenda Agenda

NCR Corporation NCR Corporation

NCR Corporation NCR Corporation

NCR Corporation NCR Corporation

NCR’s Initial Approach to KM NCR’s Initial Approach to KM

NCR’s Knowledge Asset Mgr. NCR’s Knowledge Asset Mgr.

KAM “Communities” KAM “Communities”

Status of KM at NCR Status of KM at NCR

KM Evolution KM Evolution

KM Lessons Learned KM Lessons Learned

Today’s Starting Point X X X Today’s Starting Point X X X

Two Ways to Transfer Knowledge Information Processing Model Two Ways to Transfer Knowledge Information Processing Model

Two Ways to Transfer Knowledge Personal Communication Model 1 2 Information Processing Model Two Ways to Transfer Knowledge Personal Communication Model 1 2 Information Processing Model

A KM/KS Comparison Matrix A KM/KS Comparison Matrix

A Model of Associate Competence A Model of Associate Competence

Competence Stereotypes Competence Stereotypes

Knowledge Transfer Strategies Knowledge Transfer Strategies

Knowledge Transfer Strategies Knowledge Transfer Strategies

Applying the KS Model Applying the KS Model

Applying the KM Model - 1997 Applying the KM Model - 1997

Applying the KM Model - 2002 Applying the KM Model - 2002

Supporting the KS Model Supporting the KS Model

NCR’s Web-Archived Mail Lists NCR’s Web-Archived Mail Lists

Mailing List Architecture Mailing List Architecture

Mailing List Architecture Mailing List Architecture

Mailing List Architecture Mailing List Architecture

Mailing List Architecture Mailing List Architecture

Mailing List Architecture Mailing List Architecture

Mail List Statistics Mail List Statistics

Keys to Successful KS Keys to Successful KS

Mailing List Study - “ATR” Mailing List Study - “ATR”

A Week In the Life of “ATR” A Week In the Life of “ATR”

Business Impact 1 - Prima Facie Business Impact 1 - Prima Facie

Business Impact 2 - War Stories Business Impact 2 - War Stories

Business Impact 3 - ROI Σ=$5 M (. 01% of NCR’s revenues over six Business Impact 3 - ROI Σ=$5 M (. 01% of NCR’s revenues over six years)

Business Impact 3 - ROI Σ=$5 M (. 01% of NCR’s revenues over six Business Impact 3 - ROI Σ=$5 M (. 01% of NCR’s revenues over six years)

Definition of Community Definition of Community

Communities and Organizations Formal Organization Communities and Organizations Formal Organization

Communities and Organizations Community Orientation Formal Organization Communities and Organizations Community Orientation Formal Organization

Community Ecosystem Community of Practice Community Ecosystem Community of Practice

Community Ecosystem Personal Networks Community of Practice Community Ecosystem Personal Networks Community of Practice

Community Ecosystem Personal Networks Formal Teams Community of Practice Community Ecosystem Personal Networks Formal Teams Community of Practice

The Invisible Key to Success The Invisible Key to Success

Reflections on Community - 1 Reflections on Community - 1

Reflections on Community - 2 Reflections on Community - 2

The Community Life Cycle The Community Life Cycle

The Community Life Cycle The Community Life Cycle

Conclusions Conclusions

Discussion Discussion